Princess Anne Escañan

Results-driven Customer Service and Collections Specialist with 6+ years of experience across retail, healthcare, financial services, food delivery, and collections accounts in the BPO industry. Proven track record of handling high-volume customer interactions, resolving complex account concerns, improving customer satisfaction, and maintaining accuracy in fast-paced environments. Skilled in dispute resolution, payment negotiations, healthcare coordination, and cross-functional communication.

Recognized for strong problem-solving abilities, adaptability, and delivering customer-focused solutions while meeting operational targets and compliance standards.

Collections Agent - Genpact

(2024-06 - 2026-02)

• Manage delinquent customer accounts by negotiating payment arrangements and resolving billing disputes while maintaining professionalism and empathy.
• Consistently deliver customer-focused resolutions that support account recovery goals and improve customer retention.
• Process customer payments and update account information with high accuracy across multiple systems.
• Educate customers on self-service payment solutions, reducing repeat inquiries and improving account management efficiency.
• Handle complex billing concerns and validate disputed charges while ensuring compliance with company policies and procedures.
• Recognized for effectively balancing collections performance with positive customer experience standards.

Customer Service Representative – Healthcare Account - Ista Personnel Solutions – Makati, Metro Manila - Makati, Metro Manila

(2023-04 - 2024-03)

• Coordinated daily patient census reporting, including admissions and discharges, ensuring accurate and timely healthcare documentation.
• Managed communication between healthcare facilities, insurance providers, and billers to support patient medical authorizations and updates.
• Maintained detailed weekly and monthly logs that improved reporting accuracy and streamlined billing processes.
• Gathered and validated critical patient documentation to support authorization approvals and continuity of care.
• Built strong working relationships with facilities and insurance representatives, helping improve response times and operational coordination.

Customer Service Representative – Financial Account - TELUS International Philippines Inc. – Taguig City - Taguig City

(2021-11 - 2023-02)

• Assisted customers with prepaid Mastercard account concerns, transaction history inquiries, billing questions, and dispute resolution.
• Delivered accurate account support while maintaining compliance with financial service procedures and security standards.
• Handled high-volume inbound customer interactions with a strong focus on customer satisfaction and first-call resolution.
• Demonstrated strong communication and problem-solving skills that contributed to positive customer experiences and account retention.
• Maintained professionalism while resolving sensitive financial concerns and escalations.

Customer Service Representative – DoorDash Account - Alorica Cebu – Cebu City - Cebu City

(2020-12 - 2021-12)

• Supported customers and delivery drivers by providing real-time order and delivery status updates.
• Coordinated driver tracking and issue resolution to minimize delivery delays and improve customer satisfaction.
• Effectively managed multiple customer concerns simultaneously in a fast-paced food delivery environment.
• Contributed to smooth customer experiences through timely communication and accurate order monitoring.

Customer Service Representative – United Healthcare Account - Teleperformance – Pasay City - Pasay City

(2019-04 - 2020-04)

• Handled an average of 80–100 inbound calls daily while maintaining accuracy and service quality in a fast-paced healthcare environment.
• Assisted healthcare members with account inquiries, benefit information, and issue resolution using multiple systems simultaneously.
• Delivered positive customer experiences through active listening, empathy, and effective communication.
• Accurately documented customer interactions and account updates to ensure compliance and continuity of service.
• Demonstrated strong multitasking capabilities while meeting productivity and quality expectations.

Customer Service Representative III – Amazon Retail Account - Alorica Philippines – Makati City - Makati City

(2016-11 - 2019-11)

• Provided end-to-end customer support for Amazon retail customers, including order tracking, lost package investigations, and product issue resolution.
• Resolved customer concerns efficiently, contributing to improved customer satisfaction and retention.
• Managed escalated concerns with professionalism while maintaining service standards and operational accuracy.
• Built expertise in problem-solving, customer communication, and handling high-volume retail support transactions.
• Recognized for reliability and ability to deliver consistent customer assistance in a demanding support environment.