Open to opportunities

Melanie Agbon

@melanieagbon

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Proficient virtual assistant specializing in administrative support.

Philippines

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What I'm looking for

I seek a role that values flexibility and offers opportunities for growth.

I am a dedicated virtual assistant with extensive experience in administrative projects, including document creation, data entry, and social media management. My background in customer service has equipped me with the skills to work closely with small businesses, providing flexible and affordable support tailored to their needs.

Throughout my career, I have excelled in roles such as First Call Resolution Analyst and Subject Matter Expert at Telephilippines Incorporated, where I performed quality reviews and resolved complex issues. My achievements include being recognized as the Top 1 Customer Service Support Agent and consistently maintaining high standards in customer satisfaction.

I am passionate about helping businesses streamline their operations and enhance their online presence. My expertise in calendar management, content creation, and social media marketing allows me to contribute effectively to any team, ensuring that tasks are completed efficiently and accurately.

Experience

Work history, roles, and key accomplishments

Dissatisfaction Survey Reviewer

Telephilippines Incorporated

Feb 2020 - Jan 2024 (3 years 11 months)

Performed quality reviews and resolved quality disputes, maintaining the CSat process. Analyzed dissatisfaction surveys to identify areas for improvement and ensure customer satisfaction.

Quality Dispute Resolution CSAT Dissatisfaction Survey Analysis Customer Satisfaction

First Call Resolution Analyst

Telephilippines Incorporated

Feb 2020 - Jan 2024 (3 years 11 months)

Performed quality reviews and resolved quality disputes, ensuring the maintenance of the CSat process. Managed in and outbound calls, assisted with medical claims and records, and updated primary care physicians and medical groups.

Quality Dispute Resolution CSAT Outbound Calling Medical Claims

Subject Matter Expert

Telephilippines Incorporated

Nov 2019 - Feb 2020 (3 months)

Offered guidance and solved complex problems, ensuring the accuracy and quality of work. Provided subject matter expertise to support team operations and resolve escalated issues.

Subject Matter Expertise Problem Solving Quality Assurance

Customer Service Support

Telephilippines Incorporated

Oct 2011 - Nov 2019 (8 years 1 month)

Managed in and outbound calls, assisting and reviewing medical claims and records. Assisted in updating primary care physicians and medical groups.

Outbound Calling Medical Claims Customer Service HIPAA Regulations

Education

Degrees, certifications, and relevant coursework

Davao del Sur State College

Bachelor of Science, Agri-Business

Studied Agri-Business at Davao del Sur State College from 2011 to 2015. Gained foundational knowledge in agricultural business practices and principles.

Southeastern College Of Padada

Unit Earner, Secondary Education

Completed units towards a Bachelor of Science in Secondary Education at Southeastern College Of Padada from 2015 to 2016. Focused on educational methodologies and secondary school curriculum.