Customer Service, ESL Teaching
Resume:
ERMA D. LUPANGCO
Villas, Mambog I,
Bacoor, Cavite 4102
Philippines
Cell Phone: 091********
EDUCATION
****-**** ********** ****** ********* Grade School
1985-1989 Secondary Santa Isabel College
1989-1992 Tertiary University of Santo Tomas
Course: Bachelor of Science in Tourism [3rd year]
EMPLOYMENT
May 2014 - October 2014 Benefits Specialist
QBE Group Shared Services Center
Philippines
Responsible for providing second level
support including handling escalations, answering to
written enquiries, data management, policy
interpretation, HRMI reporting and employee
systems training for Human Resources function in
the GSSC.
Administer and coordinate benefit programs and
processes to achieve departmental
objectives and meet business needs and customer
expectations.
Facilitate consistent interpretation, application
and execution of HR programs, policies and
procedures by services and available, reliable
and trustworthy resource, monitoring and
reacting to status reports and communicating
regularly with HRBPs, peers, managers and
employees.
Coordinate and assist with execution of
annual people processes and programs by
communicating, supporting technical needs,
monitoring implementation progress
Ensure accurate data entry and data integrity in
the human resources information system to
develop consistency, minimize risk and meet
auditing requirements.
Jan 2012 - May 2014 Senior Analyst for Major Account Services U.S.
HR & Benefits
ADP Philippines
Handles project management and doing administrative
tasks in a back office setting;
responsible in coordinating with HR Administrators,
Managers and Practitioners with regard
to their preparation for the Open Enrollment of their employees
with their healthcare
benefits; provides advice and timelines to make sure
targets are met; assists clients in
updating their online portal through the
HR & Benefits system with their changes in
company structure, healthcare benefits and providers and
payroll connection settings;
assists clients in updating the company and employee
profile and makes sure that accurate data transmits over to payroll
in a timely manner; assists clients in basic troubleshooting
and coordinates with other departments within ADP when it comes to making
changes into the client's carrier connection mapping and delivery
of connection files to benefit carriers;
ensures correct deductions come out of payroll.
Nov 2009 -Feb 2012 Senior Customer Service Associate
Convergys Philippines Services Corporation
Responsible for representing the Healthcare Insurance to our
customers by handling calls promptly,
interacting with customers to determine their needs in terms of
medical and dental concerns; providing consistent, high-quality
service and accurate information to professional medical and
dental providers; looks over the claims carefully to determine
if the information entered are valid and accurate; checks for
red flags and contacts the healthcare providers regarding
additional information needed to facilitate claims processing;
checks if the CPT and ICD-9 codes entered match the procedures
billed on the claim; coordinates with the claims
processor/analyst with regard to pended claims; closes/finalizes
open tasks created prior to sending the claims for reprocessing;
required to attend periodic team and call center meetings, as
well as training sessions, to develop my skills and
competencies.
Sept 2008-Oct 2009 Customer Care Representative
Affiliated Computer Services,
Inc.
Responds to telephone inquiries and complaints
in a prompt, accurate and courteous
manner following standard
scripts and procedures; gathers information from the caller
to properly resolve the situation; communicates appropriate options
for resolution;
investigates and attempts to resolve
complaints and may forward more complex
scenarios to senior level staff; informs customers about
services available and
ascertains customer needs; uses a computerized system to
gather information,
research/resolve inquiries and log customer calls;
provides functional/task guidance to
lower level staff as required.
Jan 2008-July 2008 Part-time English Teacher
Ayala Alabang Village
Provides lessons and topics related to the students'
textbooks from Korea; helps
students build up their confidence in speaking the
English language in preparation for
their future studies in other countries; assists in their
school homework and projects.
May 2007-Jan 2008 Part-time English Teacher
Philkor English Training Center
Introduces topics and lessons about English as Second
Language; assists Korean
students in oral and written exercises on grammar usage,
spelling, paragraph
composition; guides students to develop confidence in
English speaking and provides
activities that would enhance their skills in order to
become better English speakers.
Sept 2006-Mar 2008 Customer Service Representative
APAC Customer Services, Inc.
Handles inbound calls dealing with medical insurance
account; attends to queries
and concerns of medical providers from Colorado, Nevada,
California and other medical providers across US states with
regards to members' benefits, eligibility and medical claims
processed by Anthem Blue Cross Blue Shield under the
Wellpoint umbrella; provides immediate solution to customer
complaints; provides outstanding customer service in order to
make the clients stay longer in the business; sends follow-up
e-mail correspondence to Colorado representatives and
supervisors.
Oct 2006-Jan 2007 Part-time English Teacher
Youth Enrichment Learning Center
Teaches English as Second Language; Provides
lessons/topics based on
students' curriculum; assists Korean Elementary and
High School students with
their assignments & projects; aids students in
doing their research online/via
internet; motivates
students and gives out activities that would enhance their
English communication skills.
2003-2004 Quality Controller
Global Testing Corporation, Taiwan
Responsible in ensuring quality of performance and
operation in every wafer and IC unit that are being
processed through the use of test handlers, scanners, marking
machines and high-grade microscope; encoding of daily, weekly and
monthly reports.
1994-1996 Beeper Service Specialist / Encoder
Telserv / Beeper150
Responsible in answering calls on queue through a console;
encoding, editing and transmitting the messages in the
quickest possible time; promptly attending to customer
queries and providing excellent service to existing and
prospective clients.
Contact this candidate