Csr Brgy
Resume:
JAMES AKIRA P. SAWAGUCHI
Supervisor / Team Leader
PERSONAL INFORMATION:
B23 L14 Villa Susana Subd., Brgy. Malitlit
Santa Rosa, Laguna
adrp3u@r.postjobfree.com
Age : 26 years old
Height : 5 ft. 6 in
Weight : 90 lbs.
Civil Status : Single
Nationality : Filipino
Religion : Catholic
Birth date : March 04, 1995
Birthplace : Manila
Languages Spoken : English, Filipino
OBJECTIVE:
To be a part of an organization where I can
share and develop my skills and knowledge. To
be in a position where I will meet the qualities
and traits that I have and be trained in different working environments.
Qualifications:
• Has prior supervisory or leadership experience
preferred
• Proficient with various Windows programs, including Microsoft Word, Excel, PowerPoint, and Outlook
• Excellent oral and written communication skills
• Strong organizational and interpersonal skills
• Schedule flexibility
• Analytical and problem-solving skills
• Strong ability to multitask
• Ability to function in a fast-paced environment
• Dependability regarding completion of assignments and attendance
• Attend and contribute to both internal and client calibration sessions
• Remain knowledgeable on project information by
keeping training manual and memos updated and
taking calls on assigned engagement(s)
• Any other duties and responsibilities assigned by the management of the company.
WORK EXPIRIENCE:
Everise Manila
Fort Bonifacio, Taguig
Oct 2016 – Oct 2021
LOB: Heatlhcare – Insurance
Order taking & tracking of orders for presciptions and OTC, explanation of benefits, Prior
Authorizations, Enrollment (upselling), account
management.
Team Leader – June 2018 to October 2021
• Monitor, track and evaluate associate
performance based upon pre-determined Key
Performance Indicators (KPI’s) and provide
personal feedback to associate to ensure all
goals are met and Company standards are
adhered to
• Be the constant presence on the production
floor and actively interact with associates to
ensure that they are engaged in productive work
and systems are functioning properly
• Ensure that underperforming associates meet
client expectations through the creation and
implementation of written action plans
• Resolve customer escalations
• Responsible for communication between
contact center management, client, and
associate
• Participate in the associate selection and
interviewing process
• Provide on-the-job or up-training as necessary
to enable associates to meet Company and
client expectations.
Quality Assurance Associate – Dec 2017 to
June 2018
• Monitor/audit each assigned associate by
Company and client requirements
• Work with supervisors and management to
ensure that all associates are meeting quality
standards
• Provide training as needed to both new hires
and experienced associates
CHARACTER REFERENCE:
Name: Joanne P. Merro
Company: G2G Resources Inc.
Position: President
Contact details: 091********
EDUCATIONAL BACKGROUND:
Tertiary: Pateros Technological College
Pateros, Metro Manila
Certificate in Hotel and Restaurant Management
Undergraduate Completed 2nd year
2014-2016
Vocational: San Pedro Manpower
Development Institute
San Pedro, Laguna
Beauty Care & Hair Dressing
2012 – 2013
OTHER WORK EXPERIENCES:
Sales Representative/Admin Executive
AJM Unitech Trading & Services
San Pedro, Laguna
Jan 2014 – Jan 2015
Payroll management for contractors, Purchasing
Orders for tools and equipment,
Looking for clients, submitting company profile,
setting appointments, product discussion,
creating quotations, service monitoring up until
completion, payment arrangement, etc.
Local Store Management Representative
McDonald’s Philippines
Cabuyao, Laguna
May 2012 – Feb 2013
- Customer Relation Activities: Welcoming,
meeting and greeting in the lobby, making sure
their dining experience is excellent and
correcting any problem that may arise.
- In the Restaurant Activities: Adding fun and
building long term sales through activities held
within the restaurant i.e. Birthday Parties,
Restaurant Tours, Large Food Order, Fun Day,
Happy Meal Selling etc.
- Handling and arranging booking for activities,
hosting, Items inventory, also handling
engagements and promotions.
Subject Matter Expert - May 2017 to Dec 2017
• Mentor colleagues and lead them to product
and process mastery
• Generate team KPI reports
• Handling Escalation Calls
CSR – October 2016 to May 2017
• Professionally handle a high volume of incoming
calls
• Thoroughly and efficiently gather customer
information, assess, and fulfill customer needs and educate customers where applicable regarding
products and services.
• Process Orders, Track Orders, Process Payment,
Explanation of Benefits, Etc.
• Resolve customer issues via one call resolution
guidelines and/or escalated process
• Continuously evaluate and identify opportunities to drive process improvements that positively impact our client and its customers
• Responsible for call disposition or compiling and generating reports as required.
ACCESS HEALTHCARE
Mckinley, Taguig
Apr 2022 - Aug 2022
Healthcare – Claims Tracking Client Partner -
• Work assigned Accounts Receivable accounts or
denied claims accounts through the Access
Healthcare or client's workflow and follow up on
claims with insurance companies.
• Research available documentation including
authorization, nursing notes, medical documentation on client's systems, interpret explanation of benefits received, etc prior to making the call
• Document in the revenue cycle system the actions taken, documentation sent to insurance companies,
and any other notes from the call with the insurance companies with a view to decrease the days in A/R, optimize collections, and maintain a clear audit trail for future reference
• Perform analysis of accounts receivable data and understand the reasons for underpayment, days in
A/R, top denial reasons, use appropriate codes to be used in documentation of the reasons for
denials/underpayments
I HEREBY CERTIFY THAT THE FACTS CONTAINED IN THIS RESUME ARE TRUE AND COMPLETE TO THE BEST OF MY KNOWLEDGE.
James Akira P. Sawaguchi
SIGNATURE OVER PRINTED NAME
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