Angela Balares
Dubai,UAE
Summary
Dynamic professional with a solid foundation in communication, organization, and time management. Proven problem-solving abilities and a strong work ethic. Proficient in Microsoft Office and skilled in customer relations, with adaptability to changing environments. Committed to leveraging these skills for career advancement and team success.
Overview
7
7
years of professional experience
4
4
years of post-secondary education
Work history
Guest Service Executive- Telephone Operator
Zabeel House the Greens by Jumeirah
Dubai, UAE
2024.07 - 2026.06
- Answered and directed high volumes of incoming calls in a professional and timely manner
- Transferred calls to appropriate departments and personnel
- Took accurate messages and ensured prompt delivery
- Provided company information and directory assistance to callers
- Handled customer inquiries and resolved basic issues
- Maintained call logs and updated contact directories
- Managed outgoing calls as requested by staff
- Ensured confidentiality of sensitive information
Quality Assurance Specialist
Concentrix (Telecommunications)
, Philippines
2023.02 - 2024.03
- Monitor and evaluate customer service calls for quality compliance.
- Conduct quality audits based on company standards, procedures, and regulatory requirements.
- Score agent performance using established quality evaluation forms and metrics.
- Provide constructive feedback and coaching recommendations to agents and supervisors.
- Investigate customer complaints related to service quality and agent performance.
- Recommend process improvements to enhance customer experience and operational efficiency.
Customer Service Representative
Teleperformance (Healthcare Account)
, Philippines
2022.07 - 2023.01
- Answer inbound calls, emails, chats, or messages from patients, members, or healthcare providers.
- Provide information about health insurance plans, benefits, coverage, and eligibility.
- Assist customers with claims status, claim submissions, and reimbursement inquiries.
- Explain medical billing statements, payment options, and account balances.
- Schedule, reschedule, or confirm medical appointments when required.
- Resolve customer complaints and service issues professionally and efficiently.
Administrative Assistant/Specialist
SunTrust Properties Inc. (Real Estate)
2019.06 - 2022.06
- Prepared listing agreements, contracts, and other real estate documents
- Organised and maintained property files and legal documentation for efficient retrieval and compliance
- Ensured all transaction documents complied with local, state, and federal regulations
- Handled client inquiries via phone and email, ensuring timely and professional communication
- Supported real estate agents and brokers with administrative tasks to facilitate smooth operations
Education
Bachelor of Science - Office Administration in Medical Transcription
Polytechnic University of the Philippines
Sta. Mesa, Manila, Philippines 2015.01 - 2019.01
Skills
- Customer Relations
- Communication Skill
- Problem Solving
- Organisational skills
- Time Management
- Flexibility and Adaptability
- Work Ethic
- Microsoft Office
Timeline
Guest Service Executive- Telephone Operator
Zabeel House the Greens by Jumeirah
2024.07 - 2026.06
Quality Assurance Specialist
Concentrix (Telecommunications)
2023.02 - 2024.03
Customer Service Representative
Teleperformance (Healthcare Account)
2022.07 - 2023.01
Administrative Assistant/Specialist
SunTrust Properties Inc. (Real Estate)
2019.06 - 2022.06
Bachelor of Science - Office Administration in Medical Transcription
Polytechnic University of the Philippines
2015.01 - 2019.01