Eza Santos

Experienced BPO professional with over 5 years supporting healthcare accounts, combined with strong expertise in customer service and sales. Skilled in patient engagement, account management, and delivering solutions that improve satisfaction and drive conversions.

BPO Specialist - iQor - Dasmariñas City

(2014-06 - 2026-12)

Account: T-Mobile

• Assisted customers with billing, account issues, and service inquiries, delivering timely and accurate resolutions
• Troubleshot device and network concerns, guiding customers through solutions to restore service quickly
• Promoted products and plan upgrades based on customer needs, contributing to sales and retention goals

BPO Specialist - Convergys TELCO

(2017-01 - 2019-12)

• Handled customer inquiries related to billing, accounts, and services, providing clear and efficient solutions
• Diagnosed and resolved device and network issues, ensuring minimal service disruption
• Recommended suitable plans and add-ons based on customer needs, supporting retention and sales objectives

BPO Specialist - TASKUS

(2019-01 - 2022-12)

Account: DoorDash

• Assisted customers, drivers, and merchants with order issues, payments, and account concerns
• Resolved delivery problems (delays, missing items, cancellations) quickly to ensure satisfaction
• Documented cases and followed up as needed to maintain service quality and support operations

BPO Specialist - CCS4U - Call Center Solutions 4U

(2014-04 - 2014-11)

Account: Medicare - Supplemental Plan

• Qualified and screened inbound/outbound leads, assessing eligibility and directing high-potential cases to the appropriate specialists to improve conversion flow
• Conducted outbound calls to activate and reactivate patient accounts, ensuring accurate records and increasing patient engagement
• Maintained detailed CRM documentation and coordinated with cross-functional teams to ensure seamless lead handoff and onboarding