Experienced in providing high-quality administrative and customer service support. Skilled in managing remote office tasks, handling calls, and meeting deadlines. Known for strong research abilities and a commitment to efficiency and accuracy.

Experience

Team Manager | Customer Service Representative

Ibex Global Solutions
2020 – 2025

• Schedule and organize team meetings via Zoom, ensuring timely coordination and seamless communication.
• Manage email correspondence and optimize inbox organization for efficiency and timely responses.
• Conduct thorough research, gather relevant data, and accurately input information for seamless record-keeping.
• Analyze data to identify trends, insights, and provide actionable recommendations for informed decision-making.
• Ensure timely completion and submission of reports, consistently meeting deadlines and maintaining accuracy in data presentation.
• Facilitate internal social media engagement within the organization by promoting communication, sharing updates, and encouraging team participation.
• Provide exceptional customer support by addressing inquiries, resolving issues, and ensuring a positive experience.
• Provide general administrative support, including managing payroll, scheduling, and processing agent compensation applications.
• Monitor team performance by tracking and evaluating agents' productivity, work quality, and customer satisfaction.
• Ensure team members consistently meet or exceed KPIs (Key Performance Indicators).
• Provide regular coaching and constructive feedback to help team members improve their skills and resolve performance issues.
• Oversee daily operations, ensuring tasks are executed smoothly, deadlines are met, and high service standards are maintained.

Prior Authorization

Optum Global Solutions
2019 - 2020

• Inbound Call Management: Handle inbound calls related to prior authorizations from providers and members, addressing inquiries and resolving issues promptly. This may involve managing up to 50 to 70 calls per day.
• Authorization Processing: Process prior authorization requests for medications not inherently covered by a member's preion drug plan, utilizing established criteria and guidelines. Ensure the accuracy of all data entered into various computer systems.
• Issue Resolution: Resolve issues and complaints in a timely manner, ensuring high customer satisfaction. Gather member data for pharmacist consultations based on inbound phone requests.

Tools

• Google Suite (Drive, Docs, Sheets, Mail, Calendar)
• MS Office (Word, Excel, PowerPoint, Outlook)
• Calendly
• Asana
• Zoom
• Capcut
• Canva
• Slack
• Trello

Education

BS - Information Technology

• Cristal e-College
• Tagbilaran City, Bohol, Philippines
• 2020 – 2025

Skills

• Email handling & inbox optimization
• Calendar management & meeting scheduling
• Research, data collection, and data entry
• Social media post scheduling
• Customer support
• General administrative support