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Customer Service Manager

Pasig, National Capital Region, Philippines
November 30, 2017

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Ann Karen Alvez Valencia

Cell No.: ****- *** ****

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To obtain a position needed by the company and continually serve passionately in light with the art of care and communication at the same time pursuing a personal and professional development.



Mc Kinley Hill

Taguig City, Philippines

March 2017 to present


Responsible in all the production of the teams to meet the target

Monitoring of the hourly and daily production of each agent per team

Looking after the efficiency of the whole production team.

Conducting meeting with the team leaders from different queues to check and calibrate the quality of the outputs.

Generating daily reports to be presented to the Operations Manager.

Assigning task to team leaders to check the performance of their team to reach the KPI’s

Monitoring the critical errors reporte4d by the Q.a team and addressing the issue to the team leaders to assess and to find solutions.

Generating reports from the system.

Responsible in people orientation and people engagement.

Shelling out ideas for a better quality scores.

Conducting WTD and MTD reports together with the team leaders and operation manager.

Conducting huddles and coaching.

Computation of payroll.

Attendance comparison to the system


Jebel Ali Freezone Area

Dubai, UAE

May 2014- December 2016


Responsible in planning and organizing production schedules

Assessing project and resource requirements

Estimating, negotiating and agreeing budgets and timescales with clients and managers

Ensuring that health and safety regulations are met

Determining quality control standards

Overseeing production processes

Re-negotiating timescales or schedules as necessary

Selecting, ordering and purchasing materials

Organizing the repair and routine maintenance of production equipment

Liaising with buyers and marketing and sales staff

Supervising the work of junior staff

Organizing relevant training sessions

Responsible for the TAT of each product to be produced to meet the deadlines of each shipment.

Assesses the performance of each staff’s KPI every week and report to the department heads.


Riggat Al Buteen

Dubai, UAE

August 2012 – April 2014


Responsible for all outgoing and incoming claims for all clients

Explains to the client the approved and denied amount from the insurance company.

Maintains contact with medical providers to monitor the status of injured workers and their claims

Consult with medical professionals to determine the cost of a treatment plan and the benefit it will provide to the claimant

Responsible for the presentation for the possible client explaining the potential TOB for each member.

Sending Quotations for the members with disabilities and the exceptions for the TOB

Checking the renewal dates for all nearly expiry contracts.

Providing client visits and answering concerns from the clients

Conducting meetings within the department to check if targets are me and if customer satisfaction is provided.



Dubai Academic City

Dubai, UAE

May 2009- August 2012


Responsible for the weekly training of new staffs and provides own training materials during training.

Processes Reimbursement claims of the client/members.

Designed the training material to be used for the company for all departments.

Responsible for the month end presentations and discusses it with CEO, COO and CFO

Responsible for the year end reports and consolidation of reports and presents it during the annual year end meeting.

Dealing with the government employees for the annual training and seminars for their benefits and insurance policies.

Scheduling appointments for Department heads if bigger issues need to be tackled.

Responsible for the minutes of the meeting and sending it out to the department heads.

Visiting providers for training and seminars including random check up of customer satisfaction.

Double checks the direct claim forms one by one.

Records all the discrepancies with the claimed amount from the provider as per our policy.

Updates a priority list every day on which batches needs to be evaluated and processed first to meet the due dates of the cheques.

Responsible for all the queries of providers regarding the discrepancies due to partially approved or rejected claims.

Prepares the batches that are for payment.

Responsible for the claims report for the accounts.

Organize and work with detailed office or claim centre records, using computers to encode access, search and retrieve data.

Review insurance policy to determine coverage

Responsible for giving Outpatient direct claim approvals for Maternity, Dental and Optical up to the Specified coverage limit.

Contact insured or other involved person to obtain missing information. (if required)

Apply insurance rating systems.

Provide Customer Service, such as giving limited instruction on how to proceed with claims or and provide claims status for Network Providers.

Correlate information with your manager any problems arise in the day.

Knowledge of Administrative and Clerical procedures and systems such as word processing, managing files and records, stenography and transcription designing forms and other office procedures are required.

After evaluating and processing the claims they should issue it to the Accounts Supervisor.


Dubai Healthcare City

Dubai, UAE

January 2009-May 2009


Responsible in answering calls and customer service for the building owners

Updating the system for future back up and information with regards to facility management.

Doing weekly reports to be submitted to superiors for review and updates of the status of the work flow.

Monitoring the calls received from the reception and coincides to the reports to be done weekly.

Providing a customer satisfaction to every received call.

Answer phones and respond to customer requests.

Sell product and place customer orders in computer system.

Provide customers with product and service information.

Up sell products and services.

Transfer customer calls to appropriate staff.

Identify, research, and resolve customer issues using the computer system.

Follow-up on customer inquires not immediately resolved.

Complete call logs and reports.

Research billing issues.

Research misapplied payments.

Recognize, document and alert the supervisor of trends in customer calls.

Recommend process improvements.

Other duties as assigned


Sheik Zayed Road,

Dubai, UAE

May 2008- December 31, 2008


Responsible for arranging the meetings for the CEO of the company.

Filing of documents for the company.

Making cold calls to clients and orient clients.

Doing all the back office duties and responsibilities.

Checking invoices and expenses of the company.

Monthly inventory to the warehouse.

Attending meeting and doing the product presentation for the company.

Follow up of clients regarding the product.

Responsible for data gathering and updates to the CRM.

Accurate data input for office backups.

Ensure the timely turnaround of documentation issued internally or received externally

Maintain company's document management database

Prepare project documentation close out of projects and documentation for archive, hard copy & electronically

Other Qualifications: Traits and Skills

Proficient in spoken and written English

Good computer Skills (MS Word, Excel, internet surfing)

Strong negotiation and interpersonal skills

Fast Learner

Hard Working



Patient and Persevering


2003- 2007 Bachelor of Science in Nursing


United Doctors Medical Center

Manila, Philippines

2000-2002 Bachelor of Science in Medical Technology

1st year and 2nd year college

Far Eastern University

Morayta, Manila

Human Resource Department

Dear Sir/Madam:

I understand that your company enjoys an excellent reputation worldwide for which l am interested in any position relating to my field.

I am a graduate of Bachelor of Science Major In Nursing and worked in a well known company, given a chance to be qualified will be turning point to prove myself in recognitions for professionalism, thoroughness and commitment to quality ant teamwork. I am a dynamic person with positive work attitude and have high commitment to service excellence. I have good communication and interpersonal skills when it comes to dealing with different levels of organization.

I believe your company would provide an ideal working environment to which l would be well-suited as well as my diverse experience would be valuable. I look forward to be of service to your company.

Details of my background and professional experience are outlined on my resume. Should my qualifications meet your standards and expectations, l would be very glad to meet you for an interview at your convenience.

Respectfully Yours,

Ann Karen Valencia

052 *******

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