Customer Service Assistant

FRANCIS ALBERT DE LA CRUZ

(***) *** - **** *******.*********@******.***

www.linkedin.com/in/francis-albert-de-la-cruz-143439a

CUSTOMER SERVICE, HOSPITALITY & OFFICE MANAGEMENT PROFESSIONAL

Innovative professional with over 10 years of experience gained in customer service and office management. Analytical executive skilled in providing outstanding customer experience and managing office administrative functions. Demonstrated ability for problem solving and leadership.

Areas of expertise include:

Customer Service

Policy Interpretation

Process Improvement

Problem Solving

Time Management

Relationship Management

Planning & Organization

Linguistics (English, Filipino)

Policy Interpretation

Conflict Resolution

Confidential Records Management

Software Proficiency (CRM, Salesforce, SharePoint, Microsoft Office)

Risk Assessment

Document controlling

Report & Document Preparation

Staff Training & Leadership

PROFESSIONAL EXPERIENCE AND SIGNIFICANT ACHIEVEMENTS

Claims Coordinator March 2019 – present

Generali Global Health Services

Download, upload and send large amount of documents for indexing.

Ensure timely resolutions of customer cases, by escalating it to relevant decision makers.

Work in close collaboration with Provider Relations Team to focus on execution of customer retention programs.

Efficiently attaches claims in the system in preparation for adjudication.

Assists the Claims Administrator by compiling all necessary documents for the case or claim.

Reviews rejected claims and “Unknown insured” claims.

Validates data by comparing the system record to the claim documents.

Verifies members and providers using appropriate client/provider approved database.

Assists with cheque handling and payment updates in the claims system.

Performs accurate data entry into the system via manual and web-based applications.

Follows up with health care providers to obtain additional claim information.

Performs all work in a PIPEDA and HIPAA compliant manner.

Ensures strict standards for claimant/client confidentiality and complies with organizational and governmental regulations/policies.

Key Accomplishments:

•Maintained a superior quality rating of 92% in document handling exceeding the 85% departmental goal

•Resolved 95% of customer enquiries and complaints

Customer Relations Specialist June 2018 – March 2019

Honda Canada Inc. Markham, Ontario

•Receives and responds to customer contacts (telephone, written and/or email) from across Canada.

•Analyzes requests for assistance and advises customers and dealers of approval/denial of requests based on current policies and procedures.

•Interacts closely with customers, internal departments, Zones, and Dealers in order to determine the correct resolution to inquiries and concerns.

•Fulfill administrative duties.

•Assists in decisions related to goodwill cases to a pre-determined limit.

Key Accomplishments:

•Consistently achieved QA monthly target.

•Delivered one of the highest calls per hour ratio.

Administrative Coordinator September 2013 – March 2018

Middlesex University London, Dubai, UAE

•Prepared correspondence memos, letters, forms, and faxes.

•Compiled monthly reports. Coordinated work permits and student visas with HR and ensured compliance with General Immigration Polices of UAE. Managed administrative operations.

•Maintained flow of communication between Admissions, Finance, and Student’s Office.

Key Accomplishments:

•Significantly reduced late visa renewal penalties by reminding employees and students to renew their visa via email and SMS 30 days prior visa expiry date.

•Diminished visa processing delays by including mandatory checklist on application forms.

Team Leader, VIP Reservations December 2008 – May 2013

Atlantis The Palm, Dubai, UAE

•Handles and provide immediate response to all issues reported directly thru the escalations email address and other department;

•Conducts shift briefings to ensure hotel activities are operational requirements are known to the team;

•Allocates and direct team members in their daily activities and redeploy team members to meet the requirements of customer operational needs;

•Ensure Team Members are developed effectively and generate a culture of high standards for relationship building, customer service and selling techniques;

•Observe agents daily work and provide structured, consistent support and advise to improve customer service experience;

•Supervise and coaches’ agents in accordance with established productivity and performance standards. Monitors service standards and provide input to annual review of staff;

•Actively manage record, administer and communicate to Assistant Manager employee relation issues.

Key Accomplishments:

•Recipient of the Employee of the Quarter 2010 award.

•Voted finalist of the Employee of the Year 2010 award.

Additional experience as Customer Service Representative for Teletech Customer Management Company, and as Assistant Supervisor for Lima Park Hotel.

EDUCATION AND TRAINING

Certificate in Business Management

Zabeel International Institute, Dubai, UAE

TSA Training Program Singapore

Atlantis The Palm. Dubai, UAE

Bachelor of Sciences in Hotel and Restaurant Management

DE LA SALLE University, Lipa City, Philippines

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