Open to opportunities

Richard Cerezo

@richardcerezo

Message

Retention-focused client services professional resolving disputes with compliance.

Philippines

Message

What I'm looking for

I’m looking for a structured environment where I can own customer or member retention, resolve complex escalations, and document decisions for compliance—using strong attention to detail, technical accuracy, and clear communication to drive loyalty.

I’m a client services and retention professional with a background in both healthcare and financial services. I specialize in account retention and resolving complex service issues in a structured environment, handling sensitive escalations with a blend of technical accuracy and compliance focus.

In my recent roles, I managed patient flow and maintained patient data integrity in the CRM, while also serving as a final point of escalation for card members—resolving disputes through targeted negotiation and approved fee adjustments to improve customer loyalty. I also restored account functionality by identifying root causes of service interruptions, documenting reliable audit trails for regulatory compliance, and consistently outperforming my department’s First Call Resolution baseline (personal average of 95%).

Experience

Work history, roles, and key accomplishments

Patient Care Coordinator

US Based Specialty Pharmacy

Sep 2025 - Mar 2026 (6 months)

Processed inbound and outbound appointment and prescription orders to ensure seamless patient service. Maintained patient data integrity in the CRM and collaborated with clinical teams to improve patient flow and workflow efficiency.

Appointment Scheduling Data Integrity Compliance Documentation

Retention Specialist

Credit Card Institution

Jan 2025 - Jul 2025 (6 months)

Handled advanced account recovery and high-value dispute resolution as an escalation point for card members. Used multiple databases for real-time account pulls while negotiating solutions and applying approved fee adjustments to improve customer loyalty.

Account Recovery Dispute Resolution Escalation Management Fee Adjustment Customer Retention Compliance

Education

Degrees, certifications, and relevant coursework

AMA Computer Learning Center

Senior High School, Senior High School

2022 - 2023

Grade: 97% GPA

Completed Senior High School with a 97% GPA, ranking 6th in the Class of 2022–2023. Recognized for academic excellence during the senior high program.