Genalyn Cagatin

Experience

• 

  IBM Global Process Services

  Mar 2006 - Jun 2006

  Customer Care Specialist

  • Handle inbound calls for a US telecom account.• Provide customers with product and service information.• Identify, research, and resolve customer issues using the system.• Do call transfer to appropriate department when necessary.• Make sure calls are properly documented.• Perform up selling. • Assist customer in setting up new account.• Perform basic troubleshooting.• Assist customer with billing issues.

• 

  Expert Global Solutions

  Oct 2006 - Jun 2014

  • Manage a team of call center agents handling inbound calls for the account Express Scripts, a US based pharmacy benefit manager providing home delivery pharmacy service, pharmacy claims processing, specialty pharmacy benefit management, among others.• Be available when a team member appears to need assistance.• Monitor call queue and keep agents aware of number of calls waiting, number of calls abandoned, etc.• Conduct team meetings to review previous week’s events such as team statistics. Disseminate new account specific information. Conduct questions and answers/comments.• Perform at least two call evaluations with each agent every week. Conduct a call review with each agent using a formal monitoring checklist. • Motivate and encourage team members through positive communication and feedback.• Keep track of attendance, daily statistics, paid time off, sick leave, etc. • Present to the Operations Manager the summary of the team’s productivity on a weekly and monthly basis. • Perform at least four hours of phone time and be available to take in calls when the queue arises. Show less • Answer phone calls and respond to patient/customer concerns regarding prescription benefits.• Provide patients/customers with product and service information.• Protects/observes patient confidentiality as per account’s policies and procedures.• Identify, research, and resolve patient/customer issues using the system.• Do call transfer to appropriate department when necessary• Make sure calls are properly documented.• Process prescription orders and renewal• Determine order status. • Provide basic plan information. • Process payments and research billing issues.• Alert the team leader of trends in customer calls and system issues. Show less

  • Team Leader

    Nov 2010 - Jun 2014

  • Customer Service Representative

    Oct 2006 - Nov 2010
• 

  The Nail Spa

  Aug 2015 - Dec 2017

  Call Center Agent

   Receive inbound calls from clients who want to book, move, cancel appointments. Assist on online booking requests. Assist clients on pricing information on services the company renders. Educate clients on treatment procedures and advise them which treatments are good for them. Assist clients on locating branches.  Inform clients of ongoing promotions. Perform call back if necessary.

• 

  PLACE Community Managers

  Jan 2018 - Nov 2021

  Customer Service Executive

  • Provide administrative support to Head of Operations, Community Managers and Technical Building Manager.• Assist with collections and payment posting of Service Charge, Chiller and other Utility Fees.• Prepare monthly report to be sent to unit owners.• Assist with issuance of LPO.• Post payments approval for LPO and AMC invoices in Strataware.• Assist residents with move in/out and registration of utilities per building requirement.• Provide assistance to building residents concerning community and/or technical issues and coordinate to concerned department.• Respond timely to emails and phone calls. Show less

• 

  Thynker Tech

  Nov 2021 - May 2022

  Family Support and Admissions Supervisor
• 

  Kingfield Owner Association Management Services

  Jun 2022 - now

  Community Management Executive