Rachel Ann Pagnini
Hardeeville
Summary
Detail-oriented and dependable customer service professional with experience supporting customers in regulated, high-volume environments including energy utilities, financial software, and healthcare. Currently employed in a remote role providing gas and electric customer support, specializing in billing analysis, collections, service requests, and accurate documentation. Known for strong critical thinking, empathy, and the ability to work independently in a work-from-home setting. Background in healthcare enhances attention to detail, compliance, and handling sensitive information. Seeking a stable remote role with growth opportunities.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Customer Service Representative –Operations
TSI
07.2025 - Current
- Handle inbound and outbound customer interactions related to collections, billing inquiries, and payment arrangements for energy services.
- Assist customers with move-in / move-out transactions, including starting, stopping, and transferring utility services.
- Analyze billing statements to identify usage trends, billing discrepancies, and charges; clearly explain findings to customers.
- Process payments, set up payment plans, and provide education on account balances and due dates.
- Document all customer interactions accurately while maintaining compliance with company policies and data privacy standards.
- Use critical thinking and empathy to de-escalate sensitive financial conversations and resolve concerns efficiently.
Operations Customer Expert I – TurboTax Campaign
TPUSA, Inc
03.2025 - 04.2025
- Delivered timely and accurate support to customers regarding tax software products and account concerns.
- Verified user identity and guided customers through sensitive tax-related processes, ensuring data privacy and compliance.
- De-escalated technical and billing issues with professionalism and empathy in a high-volume call center environment.
- Worked independently in a remote setting while meeting strict performance and quality metrics.
Staff Nurse
Urdaneta Sacred Heart Hospital
03.2023 - 02.2024
- Conducted patient assessments, developed nursing diagnoses, and executed treatment plans.
- Collaborated with multidisciplinary teams to manage complex medical conditions.
- Maintained accurate and confidential patient records in compliance with healthcare regulations.
Education
Bachelor of Science - Nursing
Don Mariano Marcos Memorial State University
Agoo, La Union, Philippines01-2021
Skills
- Customer Billing & Collections
- Account Analysis
- Move-In / Move-Out Service Setup
- Payment Processing
- Documentation & Call Notes
- Conflict Resolution & De-escalation
- Critical Thinking
- Microsoft Office
- Time Management
- Multitasking
- Attention to Detail
- Remote Call Center Experience
- [Salesforce] CRM system proficiency
Medical terminology
- Time management
- Adaptive team player
- Task prioritization
- Active listening
Certification
Registered Nurse – Philippines (2023)
Timeline
Customer Service Representative –Operations
TSI
07.2025 - Current
Operations Customer Expert I – TurboTax Campaign
TPUSA, Inc
03.2025 - 04.2025
Staff Nurse
Urdaneta Sacred Heart Hospital
03.2023 - 02.2024
Bachelor of Science - Nursing
Don Mariano Marcos Memorial State University