Eugene Molina

Dynamic Account Specialist with 8+ years excelling in high-volume client account management across insurance, technology, financial, gaming, logistics, and healthcare sectors. Proven expertise handling high volume calls, chats, and emails daily while executing back-office operations, achieving first-contact resolutions, optimizing CRM data, and upholding 100% compliance. Excelled at appointment setting, proactive issue resolution, and building lasting client relationships.

Ready to drive retention, efficiency, and revenue growth for the company.

Insurance Account Support Specialist at PremierNx (2025-02 – 2026-03)

Managed high-volume insurance accounts with full-cycle support

• Expertly managed high-volume insurance accounts by handling 50+ calls, 20+ chats, and 60+ emails daily plus back-office operations, delivering full-cycle support to 50+ clients while maintaining 100% regulatory compliance.
• Drove timely policy delivery and renewals by preparing documents, ID cards, and notices, significantly reducing processing delays and boosting client satisfaction.
• Qualified leads, scheduled appointments, and updated CRM records with zero errors, streamlining operations and enhancing efficiency for licensed agents.

Virtual Assistant – Patient Account Management & Scheduling at CareCar (2024-08 – 2025-01)

Managed high-volume patient accounts with scheduling and coordination

• Managed high-volume patient accounts end-to-end through 50+ calls, and 60+ emails daily plus back-office coordination, scheduling and confirming 30+ appointments daily while ensuring seamless care delivery.
• Optimized scheduling workflows and resolved conflicts proactively, improving patient satisfaction and reducing no-show rates.
• Maintained accurate records and followed up on appointments, strengthening client relationships in a fast-paced healthcare environment.

Technical Account Support Specialist at Capgemini Philippines (via Eteams Private Workforce) (2023-07 – 2024-07)

Delivered Tier 2/3 technical support for multiple accounts

• Delivered Tier 2/3 technical support for 40+ accounts daily via 30+ calls, and 50+ emails plus back-office diagnostics, resolving hardware, software, network, and performance issues with high first-contact resolution rates.
• Conducted remote support sessions, configured Active Directory accounts, and updated ticketing systems/knowledge base, minimizing downtime and enhancing system reliability.
• Delivered primary support to internal and external stakeholders while collecting and analyzing data to optimize account performance.

Virtual Assistant – Patient Account Management & Scheduling at CareCar (2023-01 – 2023-06)

Managed high-volume patient accounts with scheduling and coordination

• Managed high-volume patient accounts end-to-end through 70+ calls, and 50+ emails daily plus back-office coordination, scheduling and confirming 35+ appointments daily while ensuring seamless care delivery.
• Optimized scheduling workflows and resolved conflicts proactively, improving patient satisfaction and reducing no-show rates.
• Maintained accurate records and followed up on appointments, strengthening client relationships in a fast-paced healthcare environment.

Account Support Specialist – Food Delivery & Logistics at HelloConnect Inc. (2021-09 – 2022-12)

Handled high-volume food delivery and logistics account support

• Handled high-volume calls (40+ daily), chats (20+), emails (50+), and back-office logistics for food delivery accounts, managing multiple orders simultaneously to guarantee freshness, accuracy, and on-time fulfillment.
• Analyzed customer trends and resolved service issues proactively, directly driving client retention and sales growth.
• Trained and mentored 30+ team members on account support protocols and hardware setup, consistently increasing team efficiency and consistency.

Financial Account Support Representative at Concentrix CVG Corporation (2019-09 – 2021-09)

Resolved high-volume financial account issues and complaints

• Resolved high-volume financial account issues and complaints via 40+ calls, and 50+ emails daily plus back-office tracking, maintaining courteous service and full policy compliance.
• Explained product value and provided tailored solutions using CRM software, building stronger client relationships and increasing satisfaction scores.

Gaming Account Support Specialist at GBO (2017-01 – 2019-08)

Managed high-volume gaming accounts with technical support and engagement

• Managed high-volume gaming accounts through 30+ calls, 20+ chats, and 30+ emails daily plus back-office operations, responding to complaints and resolving technical issues while promoting products to boost engagement.
• Applied proactive troubleshooting strategies and developed service policies that exceeded industry benchmarks, raising client satisfaction and retention.

Various Roles in Retail and Operations at Earlier Career (2015 – 2017)

Built foundational client service and account handling skills

• Built strong foundational client service and account handling skills through progressive roles in retail and operations.

Certificate in Shielded Metal Arc Welding – Cebu Science of Welding And Skills Technology (2018 – 2018)

BS in Criminology – Emilio Aguinaldo College (2015 – 2016)