JOHANNA GERALDINE PUIG
Senior International Operations Specialist
Kuala Lumpur
Overview
20
20
years of professional experience
16
16
years of post-secondary education
2
2
Languages
Work History
Senior International Operations Specialist
International SOS (Malaysia) Sdn Bhd
11.2022 - Current
- Provides empathetic and efficient delivery of assistance
- Ability to assist in missions such as being a non-medical representative
- Manage cases in line with the key directive of Assist First, Verify Later
- Demonstrate a positive and professional attitude when servicing members and clients with the objective of exceeding expectations with the service provided
- Demonstrate an understanding of all key clients' operations and billings procedures
- Coordinate cases in an efficient and cost effective manner in accordance with company policies and procedures
- Manage cases with a view to moving them forward in the best interests of the member and client
- Work harmoniously with fellow operations staff, members of the medical team and other Alarm Centres in the provision of assistance
- Ensure that sufficient logistic arrangements are made in timely and appropriate manner to meet the needs of members and clients
- Organize the full range of medical and security services for clients, utilizing the internal resources of international SOS and external correspondents where necessary
- Ensure incoming calls are answered promptly, appropriately and courteously.
- Other ad hoc administrative task as required.
Results Associate
The ResultsCX
07.2022 - 10.2022
- Provide excellent customer service and technical support
- Communicate with customers over the phone
- Navigate computer with multiple windows and screens
- Effectively walk a customer through to complete all necessary troubleshooting steps while providing exceptional customer experience
Account Specialist - ePayment Gateway Account
TDCX (Malaysia) Sdn Bhd
06.2021 - 11.2021
- Provision of an excellent support experience to E-payment users via phone, chat, and email
- Investigate and research user issues and identify and escalate bugs so they can be resolved as quickly as possible
- Always be on the lookout for ways to improve the way we do things -Advocate for users and pass ideas and best practices on to the rest of the team
- Update the internal knowledge base when you discover something new
- Establish effective working relationships with team members and E-payment users
Senior Executive-Case Management
AA International Hub Sdn Bhd
03.2015 - 04.2021
- Reports and assist the Associate Manager who is responsible for managing overall the IMA (International Medical Assistance) team for case supervision and direction
- Monitoring of incoming cases/calls for hospital admission and discharge processes for patients in local and overseas hospitals on 24/7 basis
- Coordinate with third party providers and clients during active cases
- Process all incoming/pending medical case assessments based on guidelines provided.
- Ensures that service quality is well maintained and in accordance to the requirement of the company.
- Assist in preparing monthly case and call audit report for team members on a timely manner.
- Monthly coaching of team members for their call audit performance.
- Preparing any and all necessary documentation(s) for customer's best experience.
- Any and/or other ad-hoc administrative tasks required from time to time.
Travel Assistance Coordinator
AIG Shared Services Sdn Bhd
10.2008 - 01.2015
- Respond to policyholder's inquiries offering appropriate solutions and information
- Handle calls and casework for services such as lost luggage, lost documents, legal & medical referral and medical evacuations. -Provide general policy information (such as verification and limits of coverage), claims information and renewal information to customers and vendors.
- Schedule and make follow-up calls on complex cases to customers
- Liaise with vendors, involved third-parties and family members during active cases
- Enter all case-related documentation into the relevant systems
- Perform other related duties as required.
Customer Service Representative
PNI KMPG Inc.
03.2006 - 10.2008
- Handling of incoming calls pertaining customer's concerns and inquiries regarding their online accounts for e-bay market store
- Maintaining top score in QA evaluation for customer service.
Customer Service Representative
Teleperformance Philippines
10.2004 - 10.2005
- Handles inbound calls for Sprint together with Nextel telecommunication customers.
- -Up selling of additional mobile features and plans to clients
- Meeting good score for CSAT (Customer Satisfaction)
Education
Bachelor's Degree - Commerce, Business Management
St. Paul University
01.1997 - 04.2001
Secondary Education -
Saint Louis College
01.1993 - 04.1997
Intermediate Education -
San Juan Central School
01.1992 - 04.1993
Primary Education -
Naguilian Central School
01.1986 - 04.1992
Skills
Ability to Work in a Team
Timeline
Senior International Operations Specialist
International SOS (Malaysia) Sdn Bhd
11.2022 - Current
Results Associate
The ResultsCX
07.2022 - 10.2022
Account Specialist - ePayment Gateway Account
TDCX (Malaysia) Sdn Bhd
06.2021 - 11.2021
Senior Executive-Case Management
AA International Hub Sdn Bhd
03.2015 - 04.2021
Travel Assistance Coordinator
AIG Shared Services Sdn Bhd
10.2008 - 01.2015
Customer Service Representative
PNI KMPG Inc.
03.2006 - 10.2008
Customer Service Representative
Teleperformance Philippines
10.2004 - 10.2005
Bachelor's Degree - Commerce, Business Management
St. Paul University
01.1997 - 04.2001
Secondary Education -
Saint Louis College
01.1993 - 04.1997
Intermediate Education -
San Juan Central School
01.1992 - 04.1993
Primary Education -
Naguilian Central School
01.1986 - 04.1992
Workgoal
To secure a responsible career opportunity to fully utilize my training and skills in my 15 years of experience in medical assistance and more than 5 years in customer service, while making a significant contribution to the success of the company.
Personal Information
- Date of Birth: 05/17/81
- Nationality: Filipino
References
Available upon request
Workgoal
To secure a responsible career opportunity to fully utilize my training and skills in my 15 years of experience in medical assistance and more than 5 years in customer service, while making a significant contribution to the success of the company.
Personal Information
- Date of Birth: 05/17/81
- Nationality: Filipino
References
Available upon request
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