Melanie Cristales
San Mateo,Rizal
Summary
Dedicated and versatile professional with a strong background in Call Center industry and a passion for facilitating language acquisition. Aspiring ESL teacher with a proven track record of effective communication, problem-solving, and customer engagement. I bring a unique blend of skills from my call center experience, which has equipped me with the ability to connect with individuals from diverse backgrounds and provide exceptional support. I am excited about the opportunity to contribute my skills and experience to a dynamic ESL teaching role, where I can inspire and empower students to achieve their language learning goals.
Overview
12
12
years of professional experience
Work History
Back Office Customer Support
TaskUs
10.2023 - Current
- Reviewing and investigating social media platforms and digital technology
- Gathering information and documentation from customers and/or internal sources
- Documenting the rationale and determination for each report and referring to other departments where necessary
Provider Services Associate
Optum Global Solutions
11.2020 - 03.2023
- Examined reports, accounts, and evidence to determine integrity and accuracy of information.
- Worked productively in fast-moving work environment to process large volumes of claims.
- Maintained strong knowledge of basic medical terminology to better understand services and procedures.
Chat/Voice Support Representative
24/7 Intouch
10.2019 - 09.2020
- Assisted customers with order placement, product returns and order tracking.
- Handled inbound customer chat conversations from various websites.
- Assisted department with email-based and phone support when call center was busy or short-staffed.
Customer Service Advisor I
Concentrix
02.2018 - 08.2019
- Responded to customer needs through competent customer service and prompt problem-solving.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction. Monitored metrics and developed actionable insights to improve efficiency and performance.
- Maintained 5-minute call time by using strong listening, consultative and problem-solving abilities and using scripted sequences to address all concerns.
Secretary to the Hospital Consultant
Providence Hospital
05.2017 - 01.2018
- Scheduled appointments and conducted follow-up calls to clients.
- Handled daily scheduling tasks and provided administrative support for entire department.
- Provided clerical support to company employees by copying, faxing, and filing documents. Maintained electronic filing systems and categorized documents.
Technical Support Representative I
Teletech
11.2016 - 04.2017
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Translated complex technical issues into digestible language for non-technical users.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
Pharmacy Assistant
Planet Drugstore Corporation
10.2013 - 09.2016
- Assisted pharmacist by filling prescriptions for customers and responding to patient questions regarding prescription and medication-specific issues.
- Kept pharmacy counter and related areas clean, neat and organized.
- Counted and labeled prescriptions with correct item and quantity.
Receptionist
Corinthian Plaza
01.2013 - 05.2013
- Responded to inquiries from callers seeking information.
- Answered central telephone system and directed calls accordingly.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
Technical Support Representative
Convergys
06.2011 - 09.2011
- Responded to customer requests for products, services, and company information.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
Education
Bachelor of Science - Nursing
De Los Santos - STI College of Health Professions
Quezon City10.2010
Skills
- Punctual, reliable, and dedicated at work
- Fast learner and highly trainable
Strong Communication skills both written and verbal Solid active listening - Demonstrated adaptability in fast-paced environments
- Proven flexibility in managing multiple tasks simultaneously, effectively accommodating shifting deadlines and priorities
- Self-motivated and capable of working with minimal supervision
- Creative thinker and strategic problem solver Detail-oriented and able to do multitasking
- Positive and can-do attitude
- Calm Demeanor
- Advanced Skills in Microsoft Office: Microsoft Word Microsoft Excel Microsoft, PowerPoint and Microsoft Outlook
Licensed Professional Nurse (PHRN)
License #: 0768259
Languages
English
Full Professional
Timeline
Back Office Customer Support
TaskUs
10.2023 - Current
Provider Services Associate
Optum Global Solutions
11.2020 - 03.2023
Chat/Voice Support Representative
24/7 Intouch
10.2019 - 09.2020
Customer Service Advisor I
Concentrix
02.2018 - 08.2019
Secretary to the Hospital Consultant
Providence Hospital
05.2017 - 01.2018
Technical Support Representative I
Teletech
11.2016 - 04.2017
Pharmacy Assistant
Planet Drugstore Corporation
10.2013 - 09.2016
Receptionist
Corinthian Plaza
01.2013 - 05.2013
Technical Support Representative
Convergys
06.2011 - 09.2011
Bachelor of Science - Nursing
De Los Santos - STI College of Health Professions
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