Emily Ross Jusay
@emilyrossjusay
Customer service expert specializing in training, retention, and compliance.
PhilippinesWhat I'm looking for
I am a versatile customer service professional with strong experience in agent training, retention, and telemarketing across fast-paced contact center environments.
As a Subject Matter Expert at Optum, I coached agents, supported specialized processes, and applied in-depth knowledge of CMS and HIPAA while assisting members with prescription and mail-order pharmacy needs.
Previously, I worked as a Retention Specialist and Customer Service Representative where I implemented targeted retention strategies, resolved complex service issues, managed support tickets, and collaborated with internal teams to improve customer experience and reduce churn.
I am detail-oriented, skilled in CRM tools like HubSpot, and committed to inspiring teams, exceeding goals, and maintaining compliance and high-quality service standards.
Experience
Work history, roles, and key accomplishments
Trained and coached agents on mail-order pharmacy processes, improving service quality and compliance while assisting members with prescription needs and eligibility. Ensured adherence to CMS and HIPAA requirements and provided specialist support for complex cases.
Retention Specialist
Transcom
Nov 2022 - Oct 2023 (11 months)
Implemented targeted retention strategies and engaged customers to resolve service issues, reducing churn and improving long-term engagement through data-driven feedback and cross-functional collaboration.
Managed support tickets and resolved driver-related concerns involving earnings, incentives, and logistics, escalating complex cases and maintaining timely communication to support operational efficiency.
Education
Degrees, certifications, and relevant coursework
Ateneo de Davao University
Bachelor of Science, Civil Engineering
2018 - 2020
Completed two years of a Bachelor of Science majoring in Civil Engineering between June 2018 and April 2020.
Availability
Location
PhilippinesAuthorized to work in
Job categories
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