Lana Boceso
Senior Membership Processing (WFH Back Office)
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About
Platform Used: MS Teams, Outlook, Excel/Google Sheets, Zoho CRM, Provider's Portal, Google Drive
Experience
Senior Membership Processing (WFH Back Office) - Kwiktech Insurance Brokerage, Inc. (KwikCare) - 31F, One San Miguel Avenue Bldg., San Miguel Avenue corner, Shaw Blvd, Ortigas Center, Pasig City
(2024-07)
Platform Used: MS Teams, Outlook, Excel/Google Sheets, Zoho CRM, Provider's Portal, Google Drive
- Supervising and supporting a Team of 2 members
- Consolidate and prepare weekly and monthly reports
- Creates and maintaining tracking/monitoring
- Coordinating with providers to verify and confirm membership status
- Sending out HMO login credentials/certificate numbers
- Sending out Dental digital cards
- Responding to inquiries via email
- Following up on lacking requirements
- Endorsing the correction of members' details and membership movements
- Extracting reports from Zoho CRM
- Managing records, organizing files, performing data entry, and ensuring detail validation and verification
- Processing enrollments by encoding and uploading membership details/enrollees to the system/portal
- Endorsing cancellations, reinstatements, upgrade/downgrade, anniversary renewals, and refunds
- Collaboration with various departments such as Sales Advisors, Affiliate Success, Client-facing, Billing, and Client Success Team
Delivery Service Support (WFH Back Office) - Optimus Tech Asia
(2023-06 - 2024-06)
Platform Used: MS Teams, Gmail, Excel/Google Sheets, GPS Tracking Website, Salesforce, Company System
- Managed daily trucking schedules, dispatch plans, and driver assignments to ensure on-time deliveries
- Performed real-time tracking of trucks/lorry to monitor progress and update delivery status
- Prioritized urgent loads, route changes, and client requests to maintain operational efficiency
- Responded promptly to client and driver inquiries regarding shipment status, delays, and scheduling
- Resolved issues such as route delays, vehicle breakdowns, or delivery discrepancies
- Assisted drivers with route planning, load instructions, and communication with dispatch
- Answered client questions about truck services, delivery timelines, and company policies
Product Lister (Back Office) - The Vegan Grocer PH
(2020-07 - 2023-05)
Platform Used: Slack, Shopee, Lazada, Company's E-commerce Website, Excel/Google Sheets, Google Drive
- Manage product listing workflows across e-commerce platforms to ensure accurate and up-to-date catalog information
- Assist in processing and organizing new product data, including descriptions, specifications, images, and pricing details, to enhance product visibility and drive conversions
- Organize product information and digital assets for efficient upload and retrieval
- Prioritize daily listing tasks based on inventory updates, promotions, and deadlines
- Respond to internal team requests regarding product updates and listing concerns
- Resolve listing errors, discrepancies, and upload issues in a timely manner
- Answer inquiries from customer service or sales teams related to product details and availability
Customer Service Representative (Chat & Email Support) - Gadget Hunter PH
(2017-01 - 2020-06)
Platform Used: Dingtalk, Excel/Google Sheets, Shopee, Lazada, Akulaku, Viber, FB Page
- Manage customer chat and email conversations while maintaining high-quality service and meeting response time targets
- Organize customer inquiries and case details to ensure accurate documentation and effective follow-up
- Prioritize incoming chats and emails based on urgency, order status, and customer needs
- Respond promptly to inquiries regarding product descriptions, payment options, delivery status, stock availability, and company policies
- Resolve customer complaints and issues, including delayed deliveries and damage, incorrect, or missing items
- Answer customer questions clearly and professionally to support satisfaction and retention
- Process customer order modifications, cancellations, return requests, refunds, and replacements accurately through internal systems
- Assist customers in navigating the website, placing orders, and selecting suitable products
- Handling multiple accounts across Shopee, Lazada, Akulaku, Viber and Facebook Page
Education
BSBA - Marketing Management - ICCT Colleges Cainta (2023-09 - 2026-03)
Alternative Learning System - Rizal Technological University (2011 - 2012)
Kinder and Elementary - Pedro P. Cruz Elem. School (1999 - 2006)
