Open to opportunities

Aizhel Lechadores

@aizhellechadores

Message

Customer service leader with 11+ years improving retention, operations, and patient intake.

Philippines

Message

What I'm looking for

I seek a customer-focused role where I can lead teams, improve retention and operations, work within compliant healthcare or financial environments, and grow into higher leadership responsibilities.

I am a seasoned customer service professional with over 11 years of experience across call center operations, credit card management, retention, and durable medical equipment (DME) accounts. I am known for professionalism, empathy, and practical problem-solving that enhance customer satisfaction and retention.

In my current role I coordinate patient intake, verify insurance, process orders in Brightree, and uphold HIPAA standards; I was promoted to Team Leader effective January 23, 2025. Previously I delivered retention results at multiple BPOs, supported large accounts like Walmart, and handled collections and cashier responsibilities earlier in my career.

I collaborate effectively with cross-functional teams, train and coach peers when needed, and prioritize compliance and data security while driving operational accuracy and timely service delivery.

Experience

Work history, roles, and key accomplishments

Current

Intake Representative

Current

Home Oxygen Company

Aug 2021 - Present (4 years 6 months)

Coordinate patient intake by verifying insurance and demographics, process orders in Brightree to ensure timely delivery, and maintain HIPAA-compliant patient communications; promoted to Team Leader in 2025.

Patient Intake Brightree HIPAA Insurance Verification Order Processing Team Leadership Documentation

Retention Representative

iQOR Philippines

Dec 2019 - Jul 2021 (1 year 7 months)

Handled customer retention by diagnosing dissatisfaction drivers, promoting financial products to improve loyalty, and collaborating with sales and marketing to implement retention initiatives.

Customer Retention Upselling Client Engagement CRM Cross Functional Collaboration Call Center Operations Performance Metrics

Customer Service Representative

Synchrony Financial Global Solutions

Jul 2016 - Nov 2019 (3 years 4 months)

Assisted customers with account management, payments, and billing inquiries while maintaining product knowledge and regulatory compliance to protect data security.

Account Management Billing Support Payments Product Knowledge Regulatory Compliance Data Security

Customer Service Representative

iQOR Philippines

May 2016 - Mar 2017 (10 months)

Supported Walmart account customers with orders, returns, and inquiries; served as Officer-in-Charge during team lead absences, leading huddles and coaching to meet targets.

Returns Processing Coaching Team Leadership Customer Support Performance Monitoring E commerce Support

Retention Representative

Hinduja Global Solutions

Jul 2015 - Apr 2016 (9 months)

Developed retention campaigns and loyalty programs for health product subscriptions and educated clients on product value to drive repeat purchases.

Loyalty Programs Customer Education Subscription Management Communication

Collections Representative

Convergys

Sep 2014 - Apr 2015 (7 months)

Contacted customers with overdue accounts to arrange payments or set up payment plans, improving recovery rates while maintaining compliance and professionalism.

Collections Negotiation Compliance Account Recovery

Cashier

Various Retail Employers

Jan 2012 - Dec 2014 (2 years 11 months)

Performed cashier duties including transactions, cash handling, and customer service at retail stores (SM, Puregold, Wellworth) while maintaining accuracy and efficiency.

Cash Handling Point of Sale Customer Service Time Management Retail Operations