Rida Integro

Customer service professional with 6+ years of experience across technical support, billing operations, and escalation management in BPO and telecom environments. Track record of resolving high-tier, cross-functional account issues, leading team performance initiatives, and safeguarding sensitive customer and financial data across billing, activation, and account-security systems. Known for turning complex, frustrated-customer situations into clear, resolved outcomes.

Medical Billing Representative - DME Service Solution

(2026-02)

• Resolve escalated billing disputes by breaking down itemized charges, prorated fees, taxes, and past-due balances into clear terms, reducing customer confusion and repeat contacts.
• Process high-sensitivity account changes — installation address, emergency contact, credit card/banking details — with full accuracy, maintaining compliance with data-security and audit standards.

Technical Care Representative - iQor Dasma

(2025-03 - 2026-01)

• Manage the full customer account lifecycle — profile updates, service plan changes, and authorized feature modifications — while maintaining strict adherence to account security and audit protocols.
• Diagnose and resolve complex device, network, and connectivity issues, restoring service reliability and enhancing the overall customer experience.

Financial Technical Support - Foundever

(2024-03 - 2025-01)

• Managed end-to-end payroll processing workflows for assigned client accounts, ensuring strict regulatory compliance and on-time disbursement.
• Diagnosed and resolved complex technical platform issues and account glitches, sustaining a high first-contact resolution rate.
• Built trusted client relationships that supported strong retention by balancing technical troubleshooting with proactive account management.

Resolution Specialist Escalation - iQor Dasma

(2022-07 - 2023-09)

• Owned root-cause analysis and resolution for the most complex, escalated customer cases that front-line teams were unable to close.
• Partnered across 4 cross-functional teams (Technical Support, Activation, NTC, Customer Care) to resolve intricate, multi-department customer issues.
• Maintained meticulous case documentation and resolution records, supporting audit readiness and quality review.

Team Leader - UniX Gaming

(2021-11 - 2022-05)

• Led regular team meetings to align representatives on performance metrics, industry trends, and process improvements.
• Monitored and analyzed team performance data to identify opportunities that improved productivity, efficiency, and customer satisfaction.
• Set individual performance goals and delivered ongoing coaching and feedback, driving team accountability and growth.

Customer Service Associate - Accenture

(2020-10 - 2021-11)

• Delivered multi-channel support (phone, email, chat) for high call volumes while consistently meeting service-level targets.
• Maintained up-to-date product knowledge across new features, promotions, and policies to ensure accurate, informed customer guidance.

Client Marketing Specialist - CGV Virgo Contact Solutions

(2019-03 - 2020-04)

• Developed and executed strategic marketing campaigns for key clients, aligning with their business objectives and target audiences.
• Analyzed campaign performance metrics and provided data-driven insights and recommendations for optimization.

Senior High School - Humanities and Social Science - Philippine Christian University (2016-05 - 2018-05)