Mary Joy Matias

Results-driven professional with 4 years of experience in the BPO industry, specializing in customer service, communication, and problem-solving. Proven ability to manage high-volume tasks while maintaining quality and client satisfaction. Seeking to transition into a Virtual Assistant role to apply strong administrative and organizational skills in supporting business operations.

Customer Service Representative at TTEC Holdings, INC (2023-11 – 2026-06)

• Assist dental providers with patient eligibility, benefits, and claims inquiries while utilizing knowledge base resources to ensure accurate and timely information.
• Create and manage tickets for claims reprocessing, provider directory updates, and website issue resolution.
• Coordinate communication via email, fax, and mail based on provider requests and needs.
• Provide chat support, handling multiple providers simultaneously while documenting call details and resolutions.

Technical Support at Foundever Asia, INC. (2023-07 – 2023-10)

• Provided first-call resolution by assisting telco customers with billing concerns, account inquiries, plan details, and dispute handling including account credits.
• Delivered sales and cross-selling of products such as phone accessories, security devices, data devices, and home internet services.
• Performed technical troubleshooting and processed warranty-based device replacements when needed.
• Conducted proactive follow-ups by calling back disconnected customers to ensure complete issue resolution.

Customer Experience Agent at Alorica Teleservices, INC. (2022-01 – 2023-03)

• Scheduled and managed COVID-19 vaccination and testing appointments, including handling cancellations, rescheduling, and communicating required consents and disclosures.
• Provided support for website and mobile app users, assisting with booking issues and navigation.
• Assisted members with prescription drug plans, including refills, billing inquiries, claims, and appeals while ensuring accurate call documentation.
• Supported enrollment processes, ordered ID cards, and provided guidance on plan benefits and coverage details.
• Coordinated with pharmacies for medication availability and contacted healthcare providers to facilitate prescriptions and resolve issues.

Accountancy Business and Management in ABM – IETI College of Science and Technology, INC (2021)