Melanie Esteban

Experienced Customer Service and Administrative Support Professional with over 15 years of experience in BPO, healthcare, and corporate environments. Skilled in managing customer interactions via phone, email, and chat, resolving issues quickly, and supporting efficient office operations. Recognized for strong communication, problem-solving, and client relationship-building skills.

Experience Champion -CSR (Seasonal) - Everise

(2025-11 - 2026-02)

• Processed prescription orders through online delivery systems and in-network pharmacies, helping ensure timely fulfillment and reducing order errors.
• Assisted members and insurers with prescription-related inquiries, order status updates, copay details, deductibles, and coverage requirements.
• Escalated calls to the appropriate departments for cases requiring additional review, including Prior Authorization validation.
• Checked Prior Authorization status and created new Prior Authorization requests when needed to support medication approval and processing.
• Verified member copays and deductibles to help customers understand insurance responsibilities and required out-of-pocket costs.

SPE – Provider Credentialing (Seasonal) - Cognizant Technology Solutions Philippines

(2025-01 - 2025-04)

• Handled inbound and outbound calls to collect, verify, and follow up on medical records for insurer compliance under the HEDIS project.
• Maintained accurate documentation and tracked provider responses to support timely project completion.
• Coordinated follow ups with healthcare providers while protecting sensitive information and meeting quality standards.

Support Ambassador - TDCX Philippines

(2023-05 - 2024-11)

• Delivered high-quality customer support to global users through phone, email, and chat, ensuring timely, accurate, and professional assistance.
• Resolved guest and host concerns by mediating disputes, clarifying policies, and guiding both parties toward fair and satisfactory outcomes.
• Handled cancellations, booking alterations, billing concerns, and pricing issues with accuracy, empathy, and strong attention to detail.
• Maintained customer satisfaction by de-escalating sensitive situations and providing clear next steps throughout the support process.

Customer Support Engineer - Movate (CSS Corp, Inc.)

(2018-07 - 2022-09)

• Supported UK/US customers with technical issues, account concerns, billing questions, and service retention.
• Resolved customer concerns through clear communication, troubleshooting, and follow-through, consistently exceeding first-call resolution KPIs.
• Improved customer retention by recommending relevant services and upselling solutions based on customer needs.

Outbound Sales Agent - Acquire BPO

(2016-04 - 2017-01)

• Conducted outbound sales calls to prospective customers, presenting products and services clearly to generate interest and drive conversions.
• Built and maintained a sales pipeline by identifying qualified leads, following up with prospects, and supporting customer acquisition efforts.
• Consistently met or exceeded sales targets while maintaining accurate customer records and call documentation.
• Strengthened customer engagement through persuasive communication, active listening, and professional relationship-building.

Office Support Assistant - ThermaPrime Drilling Corporation

(2011-01 - 2016-12)

• Coordinated travel arrangements, vehicle dispatch, office supplies, guest relations, and day-to-day administrative support.
• Managed document control, payment processing, event support, and internal coordination across multiple office functions.
• Helped keep office operations organized by tracking requests, supporting schedules, and assisting teams with daily needs.

Admin Assistant/Receptionist - Energy Development Corp.

(2010-01 - 2011-12)

Team Assistant - World Bank Manila

(2007-01 - 2009-12)

Security Coordinator/Receptionist - Australian Embassy

(2009-01 - 2010-12)

HR/Admin Support (Reliever) - IBM, Ericsson

(2007-01 - 2008-12)

BA - Mass Communication - Philippine Christian University