Customer Service Representative

CURRICULUM VITAE OF

ESTRELLA J. SORIANO-AQUINO

Blk 25 Lot 45 Neovista Homes Subd., Bagumbong Rd.,

Caloocan City 1421 Philippines

Cellular No.: 0916.5264751

E-mail Add.: ******************@*****.***

****.*******@*****.***

EMPLOYMENT RECORD

COMPANY : AccessHealthcare Services

6th Floor, Unit B, One World Square,

ADDRESS :

McKinley Hill Cyberpark, Fort Bonifacio,

Taguig City

POSITION : Senior Revenue Cycle Executive

DATE OF EMPLOYMENT : February 10, 2014 to June 10, 2014

JOB DESCRIPTION

- Performs outbound calls for a third party billing company/practice/

Healthcare providers to Healthcare payors for claim status.

- Ensure that the claims for the services rendered will be correctly billed

and processed for payment.

- Responsible to make a follow up on the billed claims to meet the prescribed turn

around time for claims to get paid.

-

: UnitedHealth Group

COMPANY

5th Floor Science Hub Tower 1 Block 38

ADDRESS :

Campus Ave., corner Turin St., Fort

Bonifacio, 1634 Taguig City

POSITION : Associate Clinical Administrative

Coordinator/Clinical Coverage Reviewer

DATE OF EMPLOYMENT : January 04, 2013 to February 04, 2014

JOB DESCRIPTION

- Back Office for Healthcare Coverage Review for Commercial Accounts

- Performs Administrative Approval, Denial and/or Prepping Cases for

Nurse Review.

- Performs Outbound Calls to Providers to request/verify for clinical

information

BA Continuum Philippines Inc. a non

COMPANY :

bank subsidiary of Bank of America

28th Flr. Bonifacio One Technology Tower

ADDRESS :

3030 Rizal Drive West, Bonifacio Global

City, 1634 Taguig City

POSITION : Team Member-Card Services

DATE OF EMPLOYMENT : January 16, 2012 to June 20, 2012

JOB DESCRIPTION

• Handled Customer Service calls for Credit Cards/Voice.

• Manages customer’s credit card account/s.

- Answer inquiries regarding card status.

- Flag lost/stolen cards, travel alert, etc.

- Explain billing inquiries, account status, etc.

- Process balance transfers, payments, replacement cards, deliveries, etc.

- Offer and process up sells.

- Connect calls to the appropriate line of support.

COMPANY : Convergys Philippines

8th Flr. Vertex One Bldg.,

ADDRESS :

Yuseco corner Felix Huertas Streets,

Sta Cruz,Manila

POSITION : Sr. Customer Service Specialist/SME Level

DATE OF EMPLOYMENT : March 27, 2006 to January 15, 2012

JOB DESCRIPTION

Handled CIGNA Healthcare Account

• Provide/Answer inquiries regarding medical benefits/plan coverage and

claim status with ICD-9 codes.

Handled AT&T Mobility-Prepaid Account

• Troubleshoot different kinds of phones (e.g. internet connectivity, unable to

receive calls and SMS, configure phone settings, etc.)

• Discuss billing inquiries, credits, promotion, etc.

• Performed Team Leader role as per job description.

• Mentored newly hired agents for transition to production.

Handled OnStar Account

• Process plan upgrade and car load refill.

Handled ComcastAccount

• Activate Digital box

• Discuss billing inquiries, promotion, etc.

• Troubleshoot internet /wireless connectivity.

• Configure remote control access.

Handled Time Warner Cable-National Helpdesk/Tier 2 Accounts

• Troubleshoot Internet connectivity and all technical aspects

• Configure PC and e-mail settings

Handled Direct Response Account

• Process orders for different accounts in an 800 order taking line

• Offer and process upsells and upgrades,etc.

• A dedicated team handled credit card application for HSBC and JP Morgan

Chase.

• Cluster Leader, manages 3-5 team member’s metrics, monitor calls, provide

feedback, root cause/deep dive analysis, create action plan and ensure

delivery of end result. Coaches performance and engaged in the effective

use of various tools and reports. Handled escalated customer’s concerns.

Additional Dimension & Scope:

Performed team leader role which is primarily responsible for supporting a

successful team for Service Center/Operations environment. Primarily engaged in the

effective use of various tools, running reports; learning leadership through

acknowledging the fair and consistent application of policies while observing and

learning from various coaching styles and techniques. Monitors calls and coaches

performance. Resolved escalated customer’s concerns. Mentored transition agents to

production.

Principal Duties and Responsibilities:

• Gain knowledge and working towards mastery of the tools necessary.

• Participate in training focused on inputting data and subsequently running

reports that allow for the identification of trends.

• Work towards becoming skilled at analyzing trends and studying the resultant

action plans that determine a solution.

• Participate in rotational assignments that allow exposure to all facets of a Call

Center environment.

• Develop the ability to take end-to-end ownership of employee issues that

require liaison with others.

• Maintain open lines of communication by continuously receiving positive as

well as negative feedback, adapting to different coaching styles depending on

the situation and audience.

• Advocate the culture through both behavior and attitude.

• Learn to effectively use professionally accepted oral and written business

verbiage.

• Become knowledgeable about company recognition programs and the direct

correlation between recognition and retention.

• Continue to refine phone skills and working to apply classroom knowledge to

practical hands-on experiences.

• Develop the ability to resolve escalated issues. Calls monitored per month on

schedule, number of emails evaluated, etc.)

• Facilitate and/or participate in calibration sessions with Quality Leadership

staff, Company personnel and clients.

• Facilitate remote call monitoring sessions as needed.

• Maintain forms and definitions documents.

• Participate in performance improving task forces with Account Management

and clients.

• Participate in internal quality audits (e.g. periodic audits of all key customer

related processes to determine process control and efficiencies) and

recommend changes.

• Demonstrate mastery and comprehension of client’s quality standards.

• Facilitate program specific internal calibration sessions.

• Participate in program management monitoring sessions.

• Demonstrate proficiency with respect to the client specific sales/service

process.

• Use precision monitoring standards.

• Ability to transition between program call types, Inbound/Outbound, as

needed.

• Maintain current understanding of program process monitoring

• Proficiency in use of Quality reporting databases.

• Support management focus on review of key drivers, metrics and operational

processes (including Training) that drive Balanced Scorecard and account

profitability goals.

COMPANY : West Contact Services, Inc .

: 28th Flr. The Export Bank Plaza Bldg.,

ADDRESS

Chino Roces Ave., cor. Sen. Gil

Puyat Ave., Makati City, 1200

POSITION : Customer Service Representative

DATE OF EMPLOYMENT : December 09, 2004 to February 06, 2006

JOB DESCRIPTION

• Handled calls for Direct Response Account specifically takes order for

different products and services.

• Handled credit card application as a dedicated team for JP Morgan Chase and

Citibank.

EDUCATIONAL BACKGROUND

COLLEGE De Ocampo Memorial College

ADDRESS 2921 Nagtahan, St., cor., Ramon

Magsaysay Blvd., Sta.Mesa, Manila

COURSE Bachelor of Science in Medical Technology

DATE GRADUATED November 1988

TRAININGS ATTENDED:

TRAINING CENTER Immigration Network Services

-Human Resource Development Corporation

1st Street, Blk 1 Gracia Village,

ADDRESS

Urdaneta City

COURSE Live-In-Caregiver Training Program

DATE June 09, 2003 to February 06, 2004

TRAINING CENTER Phoenix One

ADDRESS LG/F Salustiana D. Ty Tower,

Paseo de Roxas cor., Perea St.,

Legaspi Village, Makati City

COURSE Medical Transcription for Allied

Health Graduates

DATE November 06, 2006 to May 2007

SPECIAL SKILLS

Customer Service/Call Handling

Coaching, Performance Management

Leadership, Motivational

Written and Oral communications

Strong Analytical

Documenting, Detailed and Oriented

Multi-tasking, Organization Skills

Time management

Typing speed of 40 wpm

Knowledge in basic telephone operations

Knowledge in basic computer operations (Microsoft Office for Windows)

and Internet application

ACHIEVEMENTS

Top Performing Agent for APRIL, MAY, JUNE 2010-AT&T MOBILITY-

PREPAID

2010 Quarter 2 Site Top Performing Agent- AT&T MOBILITY-PREPAID

Learning Lab Mentor for New Hired/Transition Agents -AT&T MOBILITY-

PREPAID

PERSONAL DATA

DATE OF BIRTH December 23, 1967

PLACE OF BIRTH Urdaneta, Pangasinan

CIVIL STATUS Married

RELIGION Iglesia Ni Cristo

HEIGHT 5’2”

WEIGHT 120 lbs.

SEX Female

CITIZENSHIP Filipino

SPOUSE Benjamin D. Aquino, Jr.

OCCUPATION Civil Engineer

CHARACTER REFERENCES

Available upon request.

I hereby certify that the above information is true and correct to the best of my

knowledge and belief.

ESTRELLA J.SORIANO AQUINO

Applicant

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