Available to hire
Hello! I’m Norbelyn Conserman, a results-driven customer experience professional with experience across BPO, healthcare, and retail accounts. I excel at building strong client relationships, solving problems, and delivering high CSAT through clear communication and teamwork.
I’m seeking opportunities in a dynamic organization where I can apply my multitasking skills, attention to detail, and ability to manage multiple accounts and projects to help the team succeed and grow.
Experience Level
Expert
Expert
Expert
Expert
Intermediate
Intermediate
Intermediate
Intermediate
Beginner
Language
English
Fluent
Work Experience
Account Manager, Specialist at Concentrix
December 1, 2024 - September 27, 2025Managed Google Ads campaigns for Matrix AdSales, maintained client relationships, and drove ad sales performance through data-driven adjustments and strategic recommendations.
Arbitration Coordinator, Specialist at Saperium
December 1, 2023 - September 27, 2025Coordinated arbitration cases, tracked case progress, and ensured timely resolutions while maintaining quality and CSAT targets.
Healthcare Specialist at Continuum Global Solutions
November 1, 2022 - September 27, 2025Handled healthcare inquiries, processed member information, and supported claims-related activities with attention to accuracy and service quality.
Subject Matter Expert (SME) at Acquire Asia BPO
July 1, 2022 - September 27, 2025Served as SME for S4 Loyalty Wireless account; trained teams, resolved escalations, and contributed to process improvements.
Retention Specialist at Acquire Asia BPO
December 31, 2021 - September 27, 2025Focused on customer retention strategies, upsell opportunities, and proactive issue resolution to improve churn metrics.
Retail Specialist at 24/7.ai
December 1, 2020 - September 27, 2025Provided retail support for Kohl’s clients, addressing inquiries, processing orders, and ensuring a positive customer experience.
SME at Shoppee
February 1, 2020 - September 27, 2025Subject Matter Expert for J&T Express-related processes, assisting with shipments and customer interactions.
SME at Shoppee
May 1, 2019 - September 27, 2025SME for J&T Express accounts; contributed to process optimization and customer issue resolution.
Technical Specialist at Sitel (Foundever)
October 1, 2018 - September 27, 2025Technical support for DirectTV customers, diagnosing issues and guiding customers through solutions.
Account Manager, Specialist at Matrix AdSales (Google)
December 31, 2024 - September 27, 2025Managed Google Ads accounts for Concentrix projects, optimizing campaigns, monitoring performance metrics, and coordinating with internal teams to ensure client satisfaction.
Arbitration Coordinator, Specialist at Saperium
December 31, 2023 - September 27, 2025Coordinated arbitration cases for KAR Arbitration, tracked case milestones, maintained documentation, and ensured timely responses and compliance.
Healthcare Specialist at Continuum Global Solutions
November 30, 2022 - September 27, 2025Delivered customer support for Aetna Medicare clients, handled inbound inquiries, processed enrollments, and assisted with claims and benefits information.
SME at Acquire Asia BPO
July 31, 2022 - September 27, 2025Subject Matter Expert on S4 Loyalty Wireless accounts; provided guidance to agents, supported process improvements, and ensured service levels.
Retention Specialist at Acquire Asia BPO
December 31, 2021 - September 27, 2025Led customer retention initiatives for S4 Loyalty Wireless; engaged customers, resolved concerns, and contributed to reduction in churn.
Retail Specialist at Kohl’s (via 24/7.ai)
December 31, 2020 - September 27, 2025Handled Kohl’s customer inquiries, assisted with product information, and supported sales processes.
SME at Shoppee
February 29, 2020 - September 27, 2025Senior Subject Matter Expert for J&T Express accounts; coached agents, resolved escalations, and maintained service quality.
SME at Shoppee
May 31, 2019 - September 27, 2025Senior Subject Matter Expert for J&T Express accounts; coached agents, resolved escalations, and maintained service quality.
Technical Specialist at Direct TV (Sitel/Foundever)
October 31, 2018 - September 27, 2025Provided technical support for Direct TV services; resolved product issues and assisted customers with troubleshooting.
Account Manager, Specialist at Concentrix
December 1, 2024 - September 27, 2025Managed Matrix AdSales (Google) accounts and provided Specialist-level support to drive client outcomes.
Arbitration Coordinator, Specialist at Saperium
December 1, 2023 - September 27, 2025Coordinated arbitration cases for KAR Arbitration, tracked case status, and supported arbitration workflow.
Healthcare Specialist at Continuum Global Solutions
November 1, 2022 - September 27, 2025Provided healthcare support and guidance to clients, ensuring quality service delivery.
SME at Acquire Asia BPO
July 1, 2022 - September 27, 2025Served as Subject Matter Expert for S4 Loyalty Wireless account; supported service delivery and knowledge transfers.
Retention Specialist at Acquire Asia BPO
December 1, 2021 - September 27, 2025Handled retention activities for S4 Loyalty Wireless; contributed to reducing churn and maintaining customer satisfaction.
Retail Specialist at 24/7.ai
December 1, 2020 - September 27, 2025Supported Kohl’s retail operations with customer service excellence and issue resolution.
SME at J&T Express
February 1, 2020 - September 27, 2025 acted as SME for Shoppee account; provided subject matter expertise and support.
SME at J&T Express
May 1, 2019 - September 27, 2025Served as SME for Shoppee account; delivered expert guidance and process improvements.
Technical Specialist at Sitel (Foundever)
October 1, 2018 - September 27, 2025Provided technical support for Direct TV, handling complex inquiries and troubleshooting.
Education
Bachelor of Science in Computer Science at Pamantasan ng Lungsod ng Pasig
January 11, 2030 - September 27, 2025Bachelor's Degree in Computer Science (3 years completed) at Pamantasan ng Lungsod ng Pasig
January 11, 2030 - September 27, 20253 years of a 4-year Bachelor Degree in Computer Science at Pamantasan ng Lungsod ng Pasig
January 11, 2030 - September 27, 2025Qualifications
Top Case Closer of the Month (Saperium)
January 11, 2030 - September 27, 2025Top Agent for Seasonal Account (Continuum Global Solutions)
January 11, 2030 - September 27, 2025Employee of the Month for Perfect Attendance
January 11, 2030 - September 27, 2025Highest Customer Satisfaction (CSAT)
January 11, 2030 - September 27, 2025Lowest Average Handle Time (AHT)
January 11, 2030 - September 27, 2025100% Quality Assurance Score
January 11, 2030 - September 27, 2025Industry Experience
Professional Services, Retail, Healthcare, Software & Internet, Telecommunications, Media & Entertainment, Other
Experience Level
Expert
Expert
Expert
Expert
Intermediate
Intermediate
Intermediate
Intermediate
Beginner
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