Cathy Astorga

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TECHNICAL

TPG PHILIPPINES

Apr 2022 - Dec 2023 (1 year 9 months)

|| WFHTECHNICAL SUPPORT – EMAIL, INTERNET & HOSTING SERVICES HANDLED CUSTOMER ISSUES RELATED TO EMAIL, INTERNET CONNECTIVITY, AND HOSTING SERVICES. SCHEDULED TECHNICIAN VISITS AND IN-STORE APPOINTMENTS FOR COMPLEX TECHNICAL CONCERNS. CREATED AND MANAGED TICKETS IN THE JIRA PLATFORM TO DOCUMENT ALL TROUBLESHOOTING STEPS AND RESOLUTIONS

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COLLECTION SPECIALIST

Nov 2020 - Dec 2022 (2 years 2 months)

COLLECTION SPECIALIST

Valor Global Philippines

Nov 2020 - Mar 2022 (1 year 5 months)

As a Cold Caller Account executive, I managed to handle FSBO and expored listing to: • Call potential clients or customers from a list • Introduce a product, service, or opportunity • Ask qualifying questions (interest, timing, needs) • Handle objections politely and professionally • Set appointments or transfer warm leads to sales agents • Update notes and call outcomes in a CRM • Follow up with interested prospects

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CUSTOMER SERVICE EXPERIENCE

TSIMOA

Aug 2019 - Aug 2020 (1 year 1 month)

ASSISTED CUSTOMERS WITH BOOKING HOTEL RESERVATIONS BASED ON THEIR PREFERENCES. EDUCATED MEMBERS ON MAXIMIZING THEIR MEMBERSHIP BENEFITS TO EARN AND REDEEM POINTS FOR FUTURE STAYS. HANDLED COMPLAINTS AND COORDINATED RESOLUTIONS BETWEEN HOTEL PARTNERS AND MEMBERS. UPSOLD MEMBERSHIP POINT PURCHASES TO HELP CUSTOMERS SAVE ON RESERVATIONS AND MAXIMIZE VALUE.

INSURANCE CUSTOMER REP

Alorica

Aug 2018 - Oct 2019 (1 year 3 months)

ASSISTED MEMBERS IN PURCHASING PRESCRIPTION MEDICINE THROUGH THEIR POLICY AND SCHEDULED PICK-UPS AT PREFERRED PHARMACIES. HANDLED CASE FILING FOR GRIEVANCES, APPEALS, AND COMPLAINTS, COORDINATING DIRECTLY WITH PROVIDERS. INTERPRETED BILLING AND MEDICAL CODES, ENSURING ACCURATE APPLICATION OF POLICYHOLDER EXEMPTIONS AND BENEFITS. PROCESSED PRIOR AUTHORIZATIONS WITH PROVIDERS AND VERIFIED APPROVALS FOR PRESCRIPTION REFILLS. COLLABORATED WITH PHARMACIES, THIRD-PARTY INSURANCE VENDORS, AND DOCTORS REGARDING POLICY EXCEPTIONS. REVIEWED AND INTERPRETED EMR/EHR RECORDS IN FULL COMPLIANCE WITH HIPAA STANDARDS

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CUSTOMER SERVICE SUPPORT

VXI|

Jul 2017 - Aug 2018 (1 year 2 months)

ACCOUNT ASSISTED CUSTOMERS WITH BILLING INQUIRIES AND ACCOUNT CONCERNS. PROVIDED TROUBLESHOOTING SUPPORT FOR MOBILE, TV, AND INTERNET SERVICES. UPSOLD PROMOTIONAL OFFERS TO CUSTOMERS DURING CALLS TO MAXIMIZE VALUE. COMPLETED TO TRACK SERVICE

CUSTOMERSERVICESUPPORT

Concentrix

Oct 2014 - Oct 2016 (2 years 1 month)

HANDLED CUSTOMER ORDERS AND COORDINATED WITH DELIVERY CARRIERS TO ENSURE SMOOTH AND TIMELY DELIVERY. PROCESSED REFUNDS AND IDENTIFIED LOST OR STOLEN ORDERS. FILED AND MANAGED CASES FOR INVESTIGATIONS, DISPUTES, AND REFUNDS. SUBMITTED DISPUTES TO PARTICIPATING MERCHANTS AND OTHER INVOLVED PARTIES. PROCESSED PRICE-MATCHING REQUESTS FOR ELIGIBLE ORDERS (SUBJECT TO MANAGEMENT APPROVAL). ASSISTED CUSTOMERS IN FINDING THE BEST-VALUE ITEMS AT LOWER COSTS WHILE MAINTAINING PRODUCT QUALITY.

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