A highly skilled and dedicated individual with experience in quality assurance analysis, customer service, social media management, medical billing and office administration. I hold a Bachelor of Science degree in Mathematics from the Polytechnic University of the Philippines and possess excellent communication skills, proficiency in MS Windows applications, great attention to details and decision making, and analytical and problem-solving skills. I am a hardworking and motivated individual who is eager to learn and adapt to a dynamic work environment.
Experience
Lycamobile Philippines
Feb 2015 – Jul 2022
Manila Philippines
Quality Assurance Analyst cum Customer Service Specialist
Participating in design of call monitoring formats and quality standards.
Performing call (chat, email and social media) monitoring, identifying errors and best practices on the call (chat, email and social media).
Documenting call(chat, email and social media) behaviours and giving appropriate feedback to the customer service agents.
Applying 80:20 rules while giving feedback to the agents, discussing the call and creating an action plan with timelines.
Identifying call drivers and reporting them to the Quality Manager.
Using appropriate data management system to compile and track performance at team and individual level.
Participating and facilitating calibration sessions to check understanding and maintain consistency with feedback.
Providing training team with actionable data as and when required.
Providing feedback to the call center team leaders and managers.
Preparing and analyzing internal and external quality reports/presentation for management staff review.
Infinity Support Inc
Sep 2013 – Jan 2015
Manila Philippines
Retention Specialist
Handles incoming calls from customers regarding subscription status, renewal, cancellation with an objective to maximize subscriber retention.
Responsible for up-selling and/or cross selling of premium and/or multi-year service packages.
Responsible for utilizing a sales-through-service approach in retaining customers wishing to cancel services.
Offers and educates on the benefits of products and services and explains how the recommendation will add value to the customer.
Builds appropriate rapport with customers and clients.
Uses common courtesy to achieve customer loyalty.
Empathizes and acknowledges customer to create trust and partnership.
Possesses ability to effectively diffuse high tension situations.
Logs and updates customer information in required applications.
Consistently meets departmental standards set for Key Performance Indicators such as Service Quality, Schedule Adherence, Conformance, Attendance, and Phone Productivity.
Meets established goals for revenue generation activities such as conversion rate, contact rate, etc.
Octal Philippines Inc.
Sep 2011 – Aug 2013
Manila Philippines
Medical Billing Specialist
Obtaining referrals and pre-authorizations as required for procedures.
Checking eligibility and benefits verification for treatments, hospitalizations, and procedures.
Reviewing patient bills for accuracy and completeness, and obtaining any missing information.
Preparing, reviewing and transmitting claims using billing software, including electronic and paper claim processing.
Following up on unpaid claims within standard billing cycle timeframe.
Checking each insurance payment for accuracy and compliance with contract discount.
Calling insurance companies regarding any discrepancy in payments if necessary. Identifying and billing secondary or tertiary insurances.
Reviewing accounts for insurance of patient follow-up.
Researching and appealing denied claims.
Answering all patient or insurance telephone injuries pertaining to assigned accounts. Setting up patient payment plans and work collection accounts.
Updating billing software with rate changes.
Updating cash spreadsheets, and running collection reports.
ABS-CBN Publishing Inc.
Nov 2010 – Feb 2011
Manila Philippines
Billing Office Assistant (OJT)
Encoding client details to process invoices.
Filing and safekeeping of completed invoices/documents and other relevant finance documentation.
Assisting in the monitoring of invoices, includes distribution and follow-up of pending/approved invoices from various clients.
Effectively maintains an archive of accounting and invoice files.
Assisting with preparing status reports for finance functions at the end of the training. Maintain proper filling for all correspondences.
Performs any other duties and responsibilities, assists the department with clerical functions as assigned by the supervisor.
Provides efficient secretarial services including dealing with mail, filing and photocopying.
Manages documentation of invoices and documents that are necessary for business procedures.
Other added duties assigned by the supervisor.