Dionalin Magbanua
Hulhumale,Maldives
Summary
Experienced customer service professional with over 14 years of providing exceptional support and building strong client relationships. Skilled in handling inquiries, resolving complaints, and ensuring customer satisfaction across diverse industries. Almost two years of experience as a secretary, proficient in administrative tasks, scheduling, and office coordination. Adept at multitasking, managing documentation, and maintaining confidentiality in fast-paced environments. Known for excellent communication, problem-solving skills, and a commitment to delivering high-quality service.
Overview
17
17
years of professional experience
Work History
Front Office Executive
Treetop Hospital
Hulhumale, Male
08.2023 - Current
- Greet and assist patients, visitors, and guests in a professional and courteous manner.
- Handle patient inquiries, appointments, and scheduling.
- Maintain patient records and ensure confidentiality of medical information.
- Guide patients to the appropriate departments, doctors, or diagnostic areas.
- Answer phone calls, emails, and other communication channels promptly.
- Prepare and process patient bills, receipts, and invoices accurately.
- Collect payments (cash, card, insurance claims) and issue receipts.
- Verify insurance details and coordinate with insurance providers for approvals and claims.
- Maintain daily cash and billing reports for submission to the accounts department.
- Assist patients with billing queries and provide necessary clarifications.
- Coordinate with doctors, nurses, and other hospital staff for smooth patient flow.
- Ensure front office area is clean, organized, and welcoming.
- Keep track of daily appointments, cancellations, and follow-ups.
- Support management in maintaining hospital service standards and patient satisfactions.
Customer Care Representative
Concentrix-Bacolod (Philippine Airlines)
Bacolod City, Neg. Occ.
09.2022 - 07.2023
- Assist passengers with flight reservations, ticketing, booking modifications, and cancellations.
- Provide information on flight schedules, fares, baggage policies, and travel requirements.
- Handle check-in procedures, issue boarding passes, and assist with seat allocations.
- Address passenger inquiries, concerns, and complaints in a professional and timely manner.
- Support passengers with special needs, including unaccompanied minors, elderly, and persons with disabilities.
- Coordinate with ground staff and flight crew to ensure smooth passenger boarding and departure.
- Process payments, refunds, and issue travel documents accurately.
- Assist in lost and found services, baggage claims, and irregular flight situations (delays, cancellations, rebookings).
- Maintain records of customer interactions and ensure compliance with airline policies and aviation regulations.
- Uphold Philippine Airlines’ standards by delivering courteous, efficient, and high-quality service to enhance customer satisfaction and loyalty.
Reservation Officer
Concentrix Bacolod (booking.com)
Bacolod City, Neg. Occ
06.2020 - 03.2022
- Assist customers with hotels through calls, chat, or email.
- Provide accurate information on booking details, availability, pricing, and policies.
- Modify, confirm, or cancel reservations based on customer requests.
- Handle payment processing, refunds, and ensure billing accuracy.
- Resolve customer concerns, complaints, or issues regarding bookings and accommodations.
- Coordinate with hotels, partners, and service providers to ensure smooth reservation experiences.
- Support customers with special requests such as room preferences, accessibility needs.
- Maintain updated knowledge of Booking.com products, promotions, and travel policies.
- Record and document customer interactions in the system for tracking and service improvement.
- Deliver professional, courteous, and efficient service to ensure customer satisfaction and loyalty.
Customer Service Representative
Transcom Bacolod
Bacolod City, Ne. Occ
02.2016 - 12.2019
- Provide first-level technical support for internet, home phone, and TV services via phone, chat, or email.
- Troubleshoot connectivity issues, slow internet, dropped calls, and TV signal interruptions.
- Guide customers through step-by-step solutions such as modem/router resets, cable checks, or device configurations.
- Assist in setting up new connections, equipment, and services.
- Escalate complex technical issues to higher-level support or field technicians when required.
- Answer customer inquiries regarding service features, usage, and troubleshooting.
- Educate customers on product usage, upgrades, and preventive care tips.
- Handle service complaints in a professional and empathetic manner, ensuring timely resolution.
- Document customer interactions, issues, and resolutions in the system accurately.
- Follow up with customers to confirm issue resolution and satisfaction.
- Coordinate with field technicians for service installations, repairs, or escalated issues.
- Process service requests such as upgrades, downgrades, or cancellations.
- Maintain updated knowledge of company products, services, and promotions.
Technical Customer Service Representative
Convergys-Bacolod
Bacolod City, Neg. Occ.
06.2015 - 12.2017
- Provide first-level support for internet-related issues via phone, chat, or email.
- Troubleshoot connectivity problems, slow speeds, and network outages.
- Guide customers in configuring modems, routers, and Wi-Fi settings.
- Assist with installation, activation, and setup of internet services.
- Escalate complex technical issues to higher-level support or field technicians when necessary.
- Answer customer inquiries regarding internet plans, service features, and troubleshooting.
- Deliver clear step-by-step instructions in a professional and patient manner.
- Handle service complaints and provide effective solutions to ensure customer satisfaction.
- Document all customer interactions, reported issues, and resolutions accurately.
- Follow up with customers to confirm issue resolution when needed.
- Coordinate with field service teams for on-site repairs or installations.
- Process service requests such as upgrades, relocations, or cancellations.
Customer Service Representative
Teletech-Roxas
Pasay, Manila
05.2010 - 03.2015
- Process healthcare insurance claims, ensuring accuracy and compliance with company and regulatory policies.
- Review, verify, and submit billing information for medical services.
- Assist patients, providers, and insurance companies with billing inquiries and claim status updates.
- Resolve discrepancies, denied claims, and payment issues in a timely manner.
- Coordinate with healthcare providers and insurance adjusters to ensure correct claim processing.
- Respond to inquiries from patients, policyholders, and providers regarding coverage, benefits, and billing.
- Explain insurance terms, claim procedures, and patient financial responsibilities in clear, simple language.
- Handle complaints or escalated issues with professionalism and empathy.
- Guide customers through claim forms, documentation requirements, and appeals processes.
- Maintain patient and client confidentiality in compliance with HIPAA and other regulations.
- Document all interactions, claims updates, and resolutions in the system accurately.
- Generate reports related to billing, claims, and collections as required.
- Collaborate with finance and medical records departments for billing accuracy.
- Stay updated on insurance policies, healthcare regulations, and billing codes.
- Meet performance metrics, quality standards, and compliance guidelines.
Secretary
Golden Hills Inc.
Mandaluyong, Manila
09.2008 - 04.2010
- Manage the CEO’s calendar, appointments, and meetings.
- Prepare correspondence, reports, presentations, and official documents.
- Handle phone calls, emails, and inquiries, ensuring timely responses.
- Maintain organized filing systems (physical and electronic).
- Schedule and coordinate meetings, conferences, and travel arrangements.
- Prepare agendas, take minutes, and follow up on action items.
- Liaise with department heads, staff, and external partners on behalf of the CEO.
- Ensure smooth day-to-day office operations in support of management.
- Maintain confidentiality of sensitive company information.
- Screen documents and communications before reaching the CEO.
- Draft professional communications and assist in decision-making support.
- Handle special projects or tasks assigned by the CEO.
Skills
- Product or service knowledge
- Billing, invoicing, or claims processing
- Active listening and empathy
- Verbal and written communication
- Conflict resolution and problem-solving
- Patience and professionalism
- Time management
- Attention to detail
- Issue tracking and follow-up
- Report generation and documentation
- Scheduling and calendar management
- Filing and document management
- Meeting coordination and minute-taking
- Office supply and resource management
- Typing and data entry accuracy
- Email and correspondence management
- Basic accounting or billing
- Professional verbal and written communication
- Handling confidential information
- Multitasking and prioritization
- Problem-solving and adaptability
- Attention to detail and accuracy
- Customer/client relationship management
Timeline
Front Office Executive
Treetop Hospital
08.2023 - Current
Customer Care Representative
Concentrix-Bacolod (Philippine Airlines)
09.2022 - 07.2023
Reservation Officer
Concentrix Bacolod (booking.com)
06.2020 - 03.2022
Customer Service Representative
Transcom Bacolod
02.2016 - 12.2019
Technical Customer Service Representative
Convergys-Bacolod
06.2015 - 12.2017
Customer Service Representative
Teletech-Roxas
05.2010 - 03.2015
Secretary
Golden Hills Inc.
09.2008 - 04.2010