Johansel Sensano
Sr. Customer Service Associate
Dubai
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Effective at answering questions about plans, coordinating paperwork and documenting updates. Detail-oriented and resourceful with exemplary investigations skills.
Overview
9
9
years of professional experience
14
14
years of post-secondary education
1
1
Certification
2
2
Languages
Work History
Health Benefit Representative
Emirates Integrated Telecommunications Company (du)
Dubai
11.2021 - Current
- Built successful referral network of company representatives, third-party administrators and benefits providers.
- Presented talks to human resources professionals and C-level executives about available services and benefits of different plans.
- Maintained confidentiality of all employee information.
- Answered questions about eligibility determinations and plan options.
- Completed paperwork, recognizing discrepancies and promptly addressing for resolution.
- Handled numerous calls and emails to address customer inquiries and concerns.
- Prepared thorough reports outlining plan performance.
- Devoted special emphasis to punctuality and worked to maintain outstanding attendance record.
Senior Customer Service Associate
Qatar Insurance Company
Dubai
01.2018 - Current
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Greeted customers and listened closely to problems described to determine solutions.
- Checked status of orders and back-ordered products to coordinate efficient shipments.
- Stepped up to assist customer service manager with complaints and issues during times of department short staffing.
- Escalated issues to proper supervisors when standard processes were not effective.
- Investigated and resolved customer inquiries and complaints quickly.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Contacted clients to verify account information and maintain accuracy, resulting increase in client satisfaction.
- Liaised with members, brokerage and management teams to develop solutions and accomplish shared objectives.
- Developed and updated databases to handle customer data.
- Educated customers about settlement, claim processing and support policies and procedures.
- Promptly responded to inquiries and requests from prospective customers.
- Responded proactively and positively to rapid change.
- Exhibited high energy and professionalism when dealing with clients and staff.
Telesales Executive
Global Vision Facilities
Sharjah
03.2017 - 12.2017
- Generates new leads each day
- Set up appointments with interested customers according to schedule availability.
- Explained product prices and packages as well as answered questions and addressed concerns of customers.
- Collaborated with team members to achieve target results.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Improved operations through consistent hard work and dedication.
- Contacted businesses via cold or warm calling to offer services relevant to industries or niches.
- Overcame objections using friendly, persuasive strategies.
- Delivered scripted sales talks to customers reached via manual and automatic dialing systems.
Customer Service Representative
RMH Teleservices Asia Pacific
Muntinlupa City
06.2014 - 01.2017
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Recommended products to customers, thoroughly explaining details.
- Maintained up-to-date knowledge of product and service changes.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
Education
Bachelor of Science - Avionics Technology
PATTS College of Aeronautics
Manila, Philippines 06.2009 - 03.2013
High School Diploma -
St. Alphonsus Liguori Integrated School
Cavite, Philippines 06.1999 - 03.2009
Skills
Customer Relations
Certification
Driver's License - [2022-2027]
Timeline
Health Benefit Representative
Emirates Integrated Telecommunications Company (du)
11.2021 - Current
Driver's License - [2022-2027]
08-2020
Senior Customer Service Associate
Qatar Insurance Company
01.2018 - Current
Telesales Executive
Global Vision Facilities
03.2017 - 12.2017
Customer Service Representative
RMH Teleservices Asia Pacific
06.2014 - 01.2017
Bachelor of Science - Avionics Technology
PATTS College of Aeronautics
06.2009 - 03.2013
High School Diploma -
St. Alphonsus Liguori Integrated School
06.1999 - 03.2009
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