ALYANA SANTILLAN

About the Candidate

Summary

Healthcare Customer Service Representative with experience providing voice support to US‑based elderly members and caregivers. Skilled in call handling, active listening, CRM navigation, documentation, HIPAA awareness, multitasking, and meeting performance metrics in a fast‑paced BPO environment.

PROFESSIONAL EXPERIENCE

Sagility (formerly HGS Healthcare)-Bridgetowne, Quezon City

Healthcare Associate / Customer Service Representative

Provide voice support to elderly members and caregivers in the United States, addressing healthcare‑related concerns with professionalism and empathy.
Assist callers with health inquiries, service coordination, and general support while ensuring clear and accurate information.
Apply strong listening comprehension and retention when handling sensitive concerns and following detailed instructions.
Navigate healthcare systems efficiently during live calls and accurately document interactions for proper follow‑up.
Maintain patient confidentiality in compliance with HIPAA standards.
Perform effectively in a fast‑paced, metrics‑driven BPO environment with varying schedules and call volumes.
Odfjell Philippines Incorporated-Pasay City

Client Operations Support Associate (BPO / Shared Services)

Supported US‑based clients and internal stakeholders in a service‑oriented environment.
Demonstrated strong listening skills, attention to detail, and multitasking while navigating multiple systems.
Communicated professionally via email to resolve inquiries and support operational requests.
Thrived under tight deadlines and adapted quickly to workflow and schedule changes.
EDUCATION

Tertiary

Bachelor of Science in Accountancy

Saint Vincent College of Cabuyao

Secondary

Accountancy, Business & Management
STI College Calamba

CORE SKILLS

Excellent listening comprehension and verbal communication skills
Strong multitasking ability while handling live calls and system navigation
High proficiency in technical navigation across multiple systems and tools
Strong information retention with accurate documentation skills
Fast learner, tech‑savvy, and able to adapt quickly to new processes
Flexible and effective in fast‑paced, metrics‑driven environments with changing schedules.