Rolyn Navarrete

Dedicated and detail-oriented Virtual Assistant and Customer Support Specialist with over 5 years of experience in handling high-volume customer interactions via phone, email, and chat. Proven ability to resolve issues efficiently, manage administrative tasks, and maintain high customer satisfaction. Experienced in remote work environments, CRM systems, and delivering organized, client-focused support.

Virtual Assistant / Customer Service Support Specialist at Peak Support (via Upwork) (2025-11 – Present)

Project Roadside Account (Project Base)

• Manage high-volume inbound customer inquiries via phone, email, and chat
• Provide accurate information regarding services, policies, and concerns
• Resolve issues efficiently and escalate complex cases when needed
• Document interactions and resolutions in CRM systems
• Maintain a professional, empathetic, and customer-focused approach
• Meet and exceed performance metrics (response time, resolution rate, CSAT)
• Stay updated on tools, workflows, and procedures in a remote environment
• Collaborate with team members to improve customer service processes

Team Lead Associate at WNS Global Services Philippines Inc. (2019-01 – 2022-11)

US Healthcare Account

• Provide assessment feedback to the agents
• Attend and manage calibrations with operations teams and the client
• Hold regular meetings with team leaders and agents
• Reviewing chart documentation to ensure the patient meets medical policy guidelines
• Responsible for obtaining all necessary information required to obtain precertification or prior authorization to include clinical dictation and test result

Travel Consultant at Tabeer Tourism Abudhabi (2018-07 – 2018-11)

• Arranging flights, Insurance and accommodation
• Collecting and processing payments
• Advising clients on travel arrangements, eg. Visas and passports
• Keeping clients up to date with any changes
• Dealing with complaints and refund

Customer Service Associate at Teletech Inc. (2017-06 – 2018-02)

US Healthcare Account

• Handle eligibility and benefits of patient
• Assist doctors or providers in their concern
• Assist in making a premium payment
• Submit prior authorization to insurance

Customer Service Associate at Expert Global Solutions Corp (2015-11 – 2016-06)

• Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem
• Answering telephone calls and making the appropriate transfers

Bachelor of Science in Psychology – University of Perpetual Help System Delta (2017-01)