MARIA ABIGAIL BANATICLA
Cabuyao City
Summary
Dynamic professional with over 17 years of experience in hospital settings, excelling as an Administrative Assistant and Training Coordinator while delivering exceptional administrative support with efficiency and precision. Expertise in secretarial functions, combined with outstanding typing and organizational skills, ensures meticulous record-keeping and seamless clinical operations. Proven ability to manage time effectively while fostering collaboration within healthcare teams, complemented by strong communication and problem-solving skills in customer support. Recognized for adaptability, teamwork, and achieving results under changing conditions, with a commitment to excellence driving all endeavors.
Experienced with resolving customer inquiries effectively. Utilizes communication and empathy to build rapport and ensure satisfaction. Knowledge of troubleshooting and issue resolution.
Overview
22
22
years of professional experience
1
1
Certification
Work History
Customer Care Representative
Concentrix
Nuvali, Sta. Rosa Laguna
06.2025 - Current
- Streamlined client inquiry handling and managed email communications to ensure effective information flow.
- Engaged with stakeholders and operations teams to address and resolve customer concerns efficiently.
- Developed and executed quality assurance measures to uphold service delivery standards.
- Utilized strong communication and analytical skills to resolve B2B customer inquiries efficiently.
- Provided comprehensive product insights and technical assistance to ensure optimal customer experience.
- Coordinated efforts with diverse teams to optimize service delivery processes and improve operational workflows.
- Engaged with external partners, including vendors and suppliers, to support the delivery of outstanding service to clients.
Customer Service Representative
TTEC
Santa Rosa City, Laguna
11.2024 - 01.2025
- Achieved efficient account reviews for insurance and patient follow-up, enhancing communication by addressing all telephone inquiries promptly.
- Assessed patient eligibility and outlined benefits and coverage options based on individual insurance plans.
- Facilitated resolution of patient issues related to claims denials and insurance discrepancies to enhance patient satisfaction.
- Developed and implemented educational sessions for patients to clarify healthcare services and insurance processes.
- Navigated difficult conversations with compassion and professionalism to foster understanding and achieve constructive outcomes.
- Addressed patient inquiries and resolved concerns promptly to maintain high standards of service.
Executive Healthcare Representative
Omega Healthcare Management Services Inc.
Cebu City
09.2023 - 08.2024
- Oversaw account review processes for insurance and patient follow-ups, resulting in increased patient satisfaction. Fostered strong communication with patients and insurance providers to resolve inquiries efficiently.
- Assisted in creating payment plans for patients. Supported management of collection accounts initiatives.
- Assisted patients in understanding billing and insurance details, ensuring clarity and promoting satisfaction with services.
- Oversaw payment processing procedures to guarantee timely reimbursements from insurance providers, supporting overall patient service delivery.
- Streamlined identification and submission of claims to ensure compliance with primary, secondary, and tertiary insurance requirements.
Customer Service Representative
Teleperformance Cebu IT Park
Cebu City, Philippines
11.2022 - 08.2023
- Provided comprehensive support by answering inbound calls from Chase clients and bankers concerning various debit card issues.
- Addressed fraud inquiries and managed transaction issues to ensure client account integrity.
- Monitored and enforced call quality standards to enhance customer service.
- Implemented effective solutions and strategic decisions to maximize customer satisfaction and loyalty.
- Administered and optimized international financial accounts, facilitating seamless transactions and client satisfaction at JPMorgan & Chase.
Customer Service Representative
Synchrony Global Services Philippines
Alabang, Muntinlupa City, Philippines
06.2022 - 09.2022
- Managed inbound call operations from stores and customers regarding all aspects of client credit card inquiries.
- Resolved credit inquiries on new accounts to facilitate timely onboarding of clients.
- Monitored and evaluated call interactions to maintain high-quality service standards.
- Utilized analytical skills to resolve issues, ensuring optimal customer satisfaction.
- Administered international financial accounts, facilitating cross-border transactions and maintaining accurate records.
- Provided exceptional support to customers through effective communication and problem resolution.
- Managed customer inquiries across multiple channels, ensuring timely and accurate responses.
Administrative Assistant
King Fahad Medical City
Riyadh, Saudi Arabia
11.2008 - 02.2022
- Facilitated management of complaint responses for American Heart Association programs and regulations, ensuring compliance with Basic Life Support, Advanced Cardiovascular Life Support, Pediatrics Advanced Life Support, Neonatal Resuscitation Program, Advanced Trauma Life Support, and Heart Saver/First Aid schedules.
- Organized room preparation and setup in collaboration with assistants and instructors, ensuring availability of essential supplies and equipment.
- Maintained high standards of accuracy and efficiency while performing routine secretarial tasks, including phone and written communications.
- Coordinated administrative tasks for chairperson department, maintaining strict alignment with user guidelines and departmental regulations.
- Assisted coordinator with administrative tasks to enhance efficiency and workflow within simulation departments.
- Assisted in management of complaint responses through Department courses and coordination.
- Coordinated phone call responses and message handling for trainees, providing timely assistance with appointment scheduling and inquiries.
- Organized and prioritized calendar events to ensure chairperson's timely attendance at meetings.
- Executed travel bookings and itinerary creation, ensuring efficient logistics and expense tracking for department's corporate conference.
- Evaluated and reported on administration targets and KPIs to facilitate continuous improvement within the department.
- Ensured adherence to Department regulations for continued company compliance.
- Coordinated daily operational activities for courses and training programs, overseeing a comprehensive departmental budget.
- Delivered exceptional level of service to each customer by listening to concerns and answering questions.
- Coordinated with local, state, and federal agencies to obtain required clearances and certifications for project advancement.
- Coordinated day-to-day activities of AHA courses and training initiatives, fostering high productivity levels and swift advancement.
- Assisted in management of complaint responses through Training and Courses.
- Monitored levels of supply and needed stock, reordering as appropriate to maintain thorough supplies.
- Handled telephone and in-person patient queries, escalating to Medical Secretaries for action as required.
- Coordinated office operations to ensure efficient workflow and timely communication among departments.
- Managed patient scheduling and appointment coordination to enhance office efficiency.
Secretary
Riyadh College of Dentistry and Pharmacy
Riyadh, Saudi Arabia
11.2003 - 05.2008
- Produced clear and concise business letters and internal memoranda, enhancing communication efficiency. Improved team collaboration through effective email communication.
- Turned dictation into complete letters, memoranda and emails.
- Facilitated efficient clerical support for employees by managing copying, faxing, and file organization tasks.
- Managed documentation workflow for student registrations and withdrawals, ensuring accurate record-keeping and compliance with institutional policies.
- Managed scheduling, correspondence, and documentation to support organizational effectiveness.
- Facilitated optimal communication with dean to ensure effective and timely project execution.
- Executed regular monitoring of multiple databases to facilitate precise inventory tracking across the organization.
- Managed patient scheduling and appointment confirmations to optimize office workflow.
Education
Bachelor of Science - Computer Science
University of Perpetual Help System Laguna
Biñan City, Laguna, Philippines04.2002
Skills
- Transcribing Medical Report
- Medical Terminology
- Strong interpersonal & communication skills
- MS Office Suite
- WPM: 45
- Ability to work collaboratively as part of a team
- Problem Solving
- Leadership
- Meticulous attention to detail
Certification
- Basic Life Support Course Provider - April 2021 - April 2023
- Caregiver 1 & 2 Course - May 2021
- Nursing Aide Course - August 2021
LANGUAGES
English
Native or Bilingual
Tagalog
Native or Bilingual
Arabic Intermediate
Limited Working
HOBBIES
Theater, Environmental conservation, Art, Hiking, Reading, Travel, Cooking and Baking
Timeline
Customer Care Representative
Concentrix
06.2025 - Current
Customer Service Representative
TTEC
11.2024 - 01.2025
Executive Healthcare Representative
Omega Healthcare Management Services Inc.
09.2023 - 08.2024
Customer Service Representative
Teleperformance Cebu IT Park
11.2022 - 08.2023
Customer Service Representative
Synchrony Global Services Philippines
06.2022 - 09.2022
Administrative Assistant
King Fahad Medical City
11.2008 - 02.2022
Secretary
Riyadh College of Dentistry and Pharmacy
11.2003 - 05.2008
Bachelor of Science - Computer Science
University of Perpetual Help System Laguna