Dante Mahilum

Customer Support Specialist with over four years of experience providing customer service, technical support, sales support, and healthcare-related customer assistance in both office-based and remote environments. Proven ability to resolve customer concerns efficiently, communicate effectively, and consistently achieve performance goals, including CSAT, QA, AHT, and sales targets. Proficient in Zendesk, Genesys, Google Workspace, Microsoft Office, Canva, and ChatGPT.

Recognized for being a fast learner, calm under pressure, and reliable team member who is committed to delivering excellent customer experiences and contributing to business success.

Customer Service Representative / Subject Matter Expert (SME) - Virtual Staffing Solutions

(2024-09 - 2025-02)

• Delivered voice and chat support for customers with card-related concerns, including account verification, card activation, billing inquiries, transaction disputes, fraud prevention, and declined transactions.
• Resolved customer issues efficiently while ensuring compliance with company policies and maintaining a high standard of customer satisfaction.
• Utilized Zendesk and Genesys to manage customer interactions, document cases, and provide timely resolutions.
• Consistently met key performance metrics, including Customer Satisfaction (CSAT), Average Handle Time (AHT), Quality Assurance (QA), and sales targets.
• Served as a Subject Matter Expert (SME) by assisting teammates with training, coaching, escalated concerns, and process-related questions to help maintain service quality and team performance.

Technical Support Representative - iQor

(2023-09 - 2023-12)

• Provided technical support for T-Mobile customers by troubleshooting mobile devices, home internet connectivity, and network-related concerns.
• Assisted customers with account management, billing inquiries, device configurations, and service-related concerns.
• Recommended suitable plans, add-on services, and device upgrades based on customer needs while contributing to sales objectives.
• Maintained accurate customer documentation and delivered timely resolutions while meeting company performance standards.

Client Partner – Prescription Medication Management - Access Healthcare

(2022-06 - 2023-08)

• Conducted outbound calls to collect patient information and verify prescription medication eligibility and insurance benefits.
• Reviewed patient records for accuracy while ensuring compliance with established healthcare procedures.
• Collaborated with healthcare providers, pharmacies, and insurance representatives to support timely medication processing.
• Managed approximately 40 customer interactions per day while maintaining accuracy and professionalism.

Client Partner – Clinic Scheduler - Access Healthcare

(2022-06 - 2023-08)

• Managed inbound and outbound calls to schedule patient appointments based on provider availability and patient preferences.
• Coordinated appointment schedules while maintaining accurate patient records and ensuring an efficient scheduling process.
• Delivered exceptional customer service by addressing patient inquiries with professionalism and empathy.

Sales Representative - AJT Countrywide Medical

(2022-03 - 2022-06)

• Conducted outbound sales calls to qualify prospective customers for diabetic supplies and durable medical equipment.
• Educated customers on available products and guided them through the enrollment process
• Built rapport with potential customers while achieving individual sales goals and maintaining compliance with company procedures

Customer Service & Sales Representative - Alorica

(2020-08 - 2022-01)

• Provided customer support for retail and hotel reservation (GetARoom) accounts by assisting customers with reservations, orders, billing, payments, and account inquiries.
• Processed bookings, payment transactions, and reservation modifications while ensuring a seamless customer experience.
• Resolved customer concerns efficiently through effective communication and problem-solving.
• Promoted additional services and offers through consultative selling while maintaining customer satisfaction.

Bachelor of Science - Marine Transportation - NYK-TDG Maritime Academy