Gerald Dean Ananayo

Adaptable and results-oriented customer service professional with experience in healthcare support, e-commerce customer service, live chat, and high-volume outbound communication. Experienced in supporting sleep apnea patients with CPAP/PAP therapy and resupply needs, coordinating with clinics, doctors, and insurance providers, and maintaining accurate patient and equipment information. Handled approximately 300–400 outbound calls per day while supporting patients across 17 U.S.-based offices.

Also experienced in UK-based live chat customer service, handling multiple conversations, resolving customer concerns, recognizing customer sentiment, and de-escalating difficult interactions. Known for being dependable, detail-oriented, patient, adaptable, and comfortable learning new systems and processes quickly.

Sleep Coach / Healthcare Customer Support - Bonafide - Healthcare / PAP Resupply

• Supported patients with sleep apnea by assisting with their CPAP/PAP therapy and equipment resupply needs.
• Handled approximately 300–400 outbound calls per day in a high-volume healthcare environment.
• Contacted patients to assess equipment and supply needs and address questions or concerns regarding their therapy.
• Helped ensure CPAP machines, masks, and other supplies were properly maintained and functioning as needed.
• Coordinated with patients, clinics, doctors, and insurance providers across 17 U.S.-based offices.
• Used healthcare systems to review and verify patient, equipment, clinic, doctor, and insurance information.
• Maintained accurate documentation and updated patient and equipment records.
• Assisted with PAP resupply operations and helped ensure patients received the appropriate supplies.
• Handled sensitive patient information professionally and maintained confidentiality.
• Developed strong communication, patience, attention to detail, and problem-solving skills while working with patients.
• Consistently managed a large daily workload while maintaining professionalism and accuracy.

Customer Service Representative - Concentrix - UK-Based Chat Account

• Provided customer support through a UK-based live chat account.
• Assisted customers with inquiries, concerns, and account-related issues.
• Managed multiple customer conversations while maintaining accuracy and professionalism.
• Identified customer sentiment and adjusted communication based on the customer's situation.
• De-escalated frustrated customers by actively listening, showing empathy, and providing appropriate solutions.
• Maintained clear and professional written communication throughout customer interactions.
• Developed strong multitasking and time-management skills in a fast-paced customer service environment.
• Followed account procedures and maintained quality standards while assisting customers.
• Strengthened problem-solving and communication skills through daily customer interactions.

E-Commerce Customer Service - Customer Service / E-commerce Account

• Assisted customers with e-commerce-related concerns and inquiries.
• Provided customer support while maintaining professionalism and accuracy.
• Handled customer concerns and worked toward appropriate resolutions.
• Developed strong written and verbal communication skills.
• Learned to recognize customer needs and respond appropriately to different personalities and situations.
• Gained experience working in a fast-paced BPO environment.

Undergraduate - Some College - UNIVERSITY OF BAGUIO