FMFidel Mrdr
@fidelmrdr
Customer-focused professional with extensive experience in customer service.
PhilippinesWhat I'm looking for
I am a customer-focused professional with extensive experience in customer service, claims processing, and leadership roles. My career has been dedicated to efficiently resolving customer inquiries and mentoring teams to enhance performance. I pride myself on my ability to communicate effectively and deliver exceptional customer support.
Throughout my career, I have developed strong competencies in learning and development, call evaluation, and coaching. I have successfully mentored agents and facilitated training programs, ensuring that teams are well-equipped to meet their goals. My proficiency in Microsoft Office applications further supports my commitment to operational efficiency and excellence in customer service.
Experience
Work history, roles, and key accomplishments
Claims Specialist
Collective Solution (UP TechnoHub)
Oct 2023 - Jun 2024 (8 months)
Responsible for resolving online order issues through customer emails, processing claims accurately, and utilizing resources for updates and announcements. Focused on customer satisfaction and operational efficiency.
Provider Support Professional
Optum Global Solutions | UHG Healthcare Provider Services
Jun 2021 - Apr 2023 (1 year 10 months)
Handled calls from healthcare providers regarding claim status and patient insurance benefits. Engaged in call listening and auditing for quality evaluation, while also mentoring new agents.
Provider Support Professional
Convergys Philippines Inc (North Edsa)
Nov 2016 - May 2021 (4 years 6 months)
Managed calls from healthcare providers to verify claim status and insurance benefits. Conducted call listening and audits for quality assurance and mentored focused agents.
Customer Service Associate
Sitel Philippines | Staples.com
Jun 2016 - Aug 2016 (2 months)
Provided customer service by verifying cardholder information and assisting with order placements and tracking. Achieved metrics for customer satisfaction and handling time.
Customer Service Associate/Program Ready Trainer/Team Lead OIC
Convergys Corporation Philippines
May 2011 - May 2016 (5 years)
Handled customer inquiries, updated cardholder information, and investigated account issues. Led training sessions and provided coaching to agents while tracking performance metrics.
Customer Service Associate
Sutherland Global Services | FTD.com
Jan 2011 - May 2011 (4 months)
Assisted customers with order placements and tracking while meeting performance metrics for customer satisfaction and handling time. Supported new hires during seasonal transitions.
Customer Service Associate
Sutherland Global Services | Target.com
Dec 2007 - May 2008 (5 months)
Provided customer service by verifying information and assisting with order placements. Met performance goals for customer satisfaction and handling time.
Education
Degrees, certifications, and relevant coursework
Ecumenical Christian College
Bachelor of Education, Elementary Education
2002 - 2005
Completed a Bachelor of Education in Elementary Education with a specialization in Special Education. This program provided foundational knowledge and skills necessary for teaching and supporting students with diverse learning needs.
Availability
Location
PhilippinesAuthorized to work in
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