TSR, CSR, Data Analyst
Resume:
CELESTE ZAMORA ROSETE
* ****** ****** ****** ****** Street Fairview, Quezon City
Contact numbers: 091******** and 093********
acxyy5@r.postjobfree.com
*view my resume online at http://celyrosete.wix.com/celyrosetecv PERSONAL DATA:
Nickname: Cely Citizenship: Filipino
Date of Birth: March 30, 1980 Place of Birth: Quezon City Height: 5’2” Weight: 130 lbs.
Status: Single Religion: Catholic
EDUCATIONAL BACKGROUND:
Primary: Christian Academy of Manila (1986-1996)
- 7t h
Honorable Mention
Secondary: Christian Academy of Manila (1993-1997)
- 8t h
Honorable Mention
Tertiary: Pamantasan Lungsod ng Maynila (1997-2001)
● B.S. Marketing
- Graduate
- Full academic scholar
Philippine Colleges of Health and Sciences (2005-2006)
● B.S. Nursing
- Graduate
BOARD EXAMINATION:
Philippine Regulatory Commission
Nursing Board Examination
December 1 and 2, 2007
Passed
WORK EXPERIENCE:
TPG Orchid Cybertech Services Inc
16 F i-Square Building Meralco Avenue
Ortigas Center, Pasig City
Customer Service Staff
September 14, 2015 - December 12, 2016
General Description:
Responsible for receiving and processing incoming phone calls for dedicated clients in accordance with the policies, procedures, quality standards and federal laws and regulations. West Contact Services Inc.
24/F Export Bank Plaza
Chino Roces Avenue corner
Sen. Gil Puyat Avenue
1200 Makati City
Tier 2 Technincal Support
Feb 27, 2013 - Aug 22, 2013
General Description:
Responsible for receiving and processing incoming phone calls for dedicated clients in accordance with the policies, procedures, quality standards and federal laws and regulations. Convergys
7th-12th Flr. CPSC-Vertex 1 Building
San Lazaro Tourism and Business Park
Yuseco corner Felix Huertas Street
Sta. Cruz, Manila
November 12, 2012 – January 28, 2013
Technical Support Representative Tier 1
General Description:
Responsible for representing client to its customers by handling calls promptly, interacting with customers to determine customers’ need, and providing consistent, high quality service and accurate information to the customers. Specific functions:
1. Provides troubleshooting steps for customers’ technical issue. 2. Transfers calls to appropriate departments.
3. Answers queries of the customers about billing. 4. Amends orders as per customer’s request (if account is not with credit risk) 5. Provides self help articles to customers.
6. Files ticket for a customer if technician visit is needed to resolve customer’s issue. 7. Creates orders for sending equipment to customers. 8. Ensures that services of the customer is working. Accenture Delivery Centers in the Philippines
BPO - Accenture Porting Services
17/F Robinson’s Cybergate Tower 2
Pioneer Street Cor. EDSA, Mandaluyong City
November 15, 2010 – March 21, 2012
Care Management Non-clinical PH RN
Non voice
Level F
General Description:
Responsible to provide support to the clinical team and client team to assist in the promotion of quality member outcomes, to optimize member benefits and to promote effective use of resources. Supports the procedures that ensure adherence to medical policy and member benefits in providing service that is medically appropriate, high quality and cost effective.
Specific Functions:
● Manages incoming faxes, including triage, opening of cases and authorizing sessions.
● Checks benefits for facility based treatment.
● Determine contract and benefit eligibility, obtains intake (demographic) information from fax. Conducts a thorough radius search in Provider Finder and follows up with provider on referrals given; refers cases requiring clinical review to a nurse reviewer. Processes incoming requests, collection of information needed for review from providers, utilizing scripts to screen basic and complex requests for precertification and/or prior authorization. Verifies benefits and/or eligibility of information.
● Review and analysis of post service claims utilizing the member’s benefit contract and health plan guidelines.
● Completes review of pended claims post service for any of the following: Medical Necessity or Contractual Reviews.
● Data entry of contact into clients systems and route as appropriate.
● Provide administrative support to client’s case manager via case preparation; phone number verification, appointment scheduling calls, medical record requests.
● Review clinical information and summarization of member’s potential care needs and/or DME needs following discharge forward to client for final discharge plan.
● Facilitates accreditation by knowing, understanding, correctly interpreting and accurately applying accrediting and regulatory requirements and standards.
● Responsibilities exclude providing medical advice/opinion on treatment or services. Accenture Delivery Centers in the Philippines
BPO - Accenture Porting Services
4t h
Floor - Gateway Building 2, Aurora Boulevard
Cubao, Quezon City, Philippines
Office # +63-02-702**** ext 34360
March 3, 2008 - November 15, 2010
Data Analyst
Semi voice
Level G
● Processes different transactions of the telecommunication client through electronic and manual processing.
● Updates database for a new line information of customer (i.e. product configuration, due date, and contact details).
● Analyzes errors/rejects and fallout items to determine cause and suggest workarounds and long-term resolution.
● Answers client queries and/or resolving issues with extensive investigation and order resubmission as necessary.
● Contacts different onshore departments as we as the customers whenever necessary to resolve order issues.
● Acts as point-of-contact for different line of works and handles sales escalations and special projects from email and spreadsheets that needs immediate resolutions.
● Ensures that orders are in good status on the date of installation.
● Escalates issues affecting the processing of orders to Subject-Matter Experts, (onshore/offshore), Client champion, Team Lead or Operations Lead, whichever applies.
● Acts as mini-TL (team lead) and SME (subject matter expert) to colleagues usually comprising of 8-10 members, wherein responsibilities include giving team and individual updates and performance feedbacks, adhoc tasks and ways to resolve new errors and escalations.
● Acts as a pseudo-Quality Analyst whenever needed wherein analysis, documentation and reporting of productivity, quality and errors were done using Microsoft excel. This responsibility includes time and motion studies on co-agents and team leads, updating OPEX (Operational Excellence) framework of the project and sending out reports to onshore clients.
PhilHealth Members Assistance Information System
Data Encoder
October 30, 2006 – September 29, 2007
Polytechnic University of the Philippines, Sta. Mesa Encoder
● Encodes PhilHealth members in to the system.
REFERENCES:
Ma. Cristina Dela Cruz
Operations Lead
Accenture Delivery Centers in the Philippines
BPO - Accenture Porting Services
24t h
Floor Robinsons’s Cybergate Tower 2
Pioneer St., Mandaluyong City 1554
Email: M acxyy5@r.postjobfree.com
Ms Czary Magpayo
Associate
Accenture Delivery Centers in the Philippines
BPO - Accenture Porting Services
17t h
Floor Robinsons’s Cybergate Tower 2
Pioneer St., Mandaluyong City 1554
Carlo Patigdas
Agent
6t h
Floor Gateway Corporate Center, Araneta Center,
Cubao Quezon City, Philippines
Email: c acxyy5@r.postjobfree.com
Remilyn Clarin
Technical Support Representative Tier1
Convergys
7th-12th Flr. CPSC-Vertex 1 Building
San Lazaro Tourism and Business Park
Yuseco corner Felix Huertas Street
Sta. Cruz, Manila
I HEREBY CERTIFY that the above information is true and correct to the best of my knowledge and belief.
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