Experience

• 

  Trigs food corporation

  May 2006 - Nov 2006

  Store accountant
• 

  New harvest insurance agency

  May 2007 - Mar 2009

  Customer care specialist
• 

  Auto xchange

  Mar 2009 - Apr 2010

  Sales executive
• 

  Dell

  May 2010 - Apr 2014

  - Audit calls for accuracy per US healthcare processing guidelines and established quality audit protocol/parameters. - Utilizes various tools and systems to review claims data and identify problems/errors in multiple phases of the claims payment process. - Compiles and analyzes data to identify trends for root cause analysis. - Determines root causes of claim processing problems/errors - Respond to provider queries on plan design and other payer requirements.- Analyze claims as adjudicated by the payer and explain reason/s for denial, underpayment, and overpayment.- Direct provider request to the appropriate department when necessary.- Document the details of the calls received in the client software

  • Trans Quality Assurance Associate

    Oct 2012 - Apr 2014

  • Customer Service Associate

    May 2010 - Oct 2012
• 

  Access healthcare services

  Apr 2014 - Jun 2017

  - Track quality performance regularly, analyze trends, identify the root cause for the non-achievement of targets, work with other functions to identify solutions, ensure implementation of remedial actions and ensure adherence to planned actions.- Interact with the clients on the entire Quality verification-related task.- Maintain and monitor CAPA log.- Measure SMEs performance ( Productivity; Quality; Utilization; Attendance; others )- Coach, guide, and lead SMEs in conducting performance analysis, QA Reports, and other information on quality performance.- Conduct calibration sessions to ensure uniformity of understanding.- Coordinate with Operations Leaders, Training Team, and Process Owners in forming Quality Management- Project Teams geared towards process improvement. Show less - Knowledge center and help the team with the process and queries.- Perform quality audits daily in accordance to set QC grid.- Check and analyze transactions to ensure accuracy, consistency, and client satisfaction, as well asensure that quality standards are met. - Accomplish weekly QC Reports and Scorecards.- Maintain and monitor CAPA log.- Present Monthly, Quarterly, and Yearly assessments of the Team’s performance through trending and analysis.- Conduct calibration sessions to ensure uniformity of understanding.- Provide coaching, training, and development to associates. Show less

  • Quality Assurance Team Lead

    Apr 2015 - Jun 2017

  • Senior Subject Matter Expert

    Apr 2014 - Apr 2015
• 

  Loan market

  May 2018 - Apr 2019

  Broker support officer

  - Timely and accurate input of customer application from the Client's Preliminary Assessment into multiple systems.- Packaging and submission of the customer application to the lender. This includes interpreting lender credit requirements to ensure the appropriate supporting documents are held and provided to the lender.- Follow up with the lender to ensure the file progresses promptly.- Updating tracking worksheet to ensure brokers are aware of the loan status at all times.

• 

  Concentrix

  Jun 2019 - Oct 2019

  Technical support specialist

  - Provides customers with world-class customer support for Apple iOS devices and software through phone calls.- Maintained 90+% Customer Satisfaction.- Accurately log all customer interactions in proprietary CRM.- Actively contribute to the internal knowledge base by troubleshooting, gathering information, and logging issues related to product defects and emerging issues.

• 

  Tdcx

  Jan 2020 - Mar 2023

  Customer service specialist

  - Provide post-sales customer service support/troubleshooting support through email/phone/chat with the client's B2B customers.- Supports advertising customers and delivers consultative support.- Perform data analysis to improve advertising customer experience and ensure a higher return on investment.- Gather client and partner feedback to enhance ad products and the customer experience.

• 

  Cognizant

  May 2023 - Apr 2025

  Senior process executive

  - Deliver excellent customer service by handling calls from insurance members and agents, addressing policy inquiries, claims status, and general account concerns- Manage escalated calls from both members and agents, resolving complex issues related to policy disputes and commission discrepancies- Support insurance agents with contracting, licensing, and appointment processes, ensuring compliance with regulatory requirements- Assist agents with commission inquiries, resolving payment discrepancies and ensuring accurate processing of incentives and earnings- Troubleshoot technical issues related to the agent portal, commission statements, and document submissions Show less