Venecio Abad Lavada Jr.

Address: **** *. **** ******, ********* GC, Norridge, IL 60706

Contact Number: +1-312-***-****

Email Address: adzh2p@r.postjobfree.com

Professional Summary

Dedicated professional with demonstrated strengths in customer service, time management and trend tracking. Good at troubleshooting problems and building successful solutions. Excellent verbal and written communicator with strong background cultivating positive relationships and exceeding goals.

Dependable employee seeking opportunities to expand their skills and contribute to company success. Considered hardworking, ethical and detail oriented.

Skills:

• Contract negotiation

• Administrative oversight

• Customer needs assessment

• Complaint management

• Schedule management

Work Experience:

May 2022 - June 2023

Eclaro International Philippines, Inc - Quezon City, Metro Manila, Philippines

Senior Customer Support Specialist

Accounts Handled: Thriving Brands LLC

• Maintained up to date knowledge of products and services.

• Handled customer calls and responded to queries about services, product malfunctions, promotions, and order follow up.

• Worked to address all customer concerns in a timely and effective manner.

• Handled inbound and outbound calls on a day-to-day basis with a sense of calm and good work ethic.

• Handled email inquiries and escalations from customers.

• Developed successful tactics to sell products and services to customers.

• Worked to understand the needs of each customer.

• Build and corresponding author of knowledge-based guide for Right Guard and Dry Idea products to be used by the entire team.

December 2021 - March 2022

Eclaro International Philippine, Inc - Quezon City, Metro Manila, Philippines

Platform Solution Specialist Tier 2

Accounts Handled: Benefitfocus

• Support HR Admins via case, email, or phone calls.

• Assist the HR Admins with SFTP and SSO Concerns.

• Educate and guide the HR Admins in navigating the platform.

• Update the Communications Portal when necessary.

• Provide reports to HR Admins, if requested.

• Does intensive triage to determine the root cause of different issues namely:

• Basic Configuration

• Change Request Profile (CRP) updates

• Feature switches for enhancements

• Eligibility Dates/Rules

• Automatic Enrollment

• Dependency Rule

• Offer Level User Access Restriction

• Plan Level Age Validation Rules

• Plan Level Age Reduction Rules

• User Access (Admin/Agent/Carrier)

• Reports

• Standard report generation

• Customized report creation

• Business Intelligence report

• Any reports that have discrepancies and needs fixing will then be endorsed to OPS Support

• Testing

• Platform testing to ensure that the configuration is working as designed for Communication Portal, Mobile App and Basic Configuration

• Data Cleanup

• Manual updates of fifteen and above members o Advance Configuration

• All other configuration related cases outside the Basic Configuration list above

• EDI (Electronic Data Interchange)

• Discrepancies between the information on the platform and on the EDI file being sent to the carriers

• Off cycle file requests

• File transmission schedule

• Payroll

• File transmission schedule

• Delimited Trans Report

October 2021 - December 2021

Eclaro International Philippines, Inc - Quezon City, Metro Manila, Philippines

Policy Account Manager

Accounts Handled: POPIC Mill Creek - Third Party Property Liability

• Manages the identification, communication, measurement, and management of third-party property liability insurance.

• Manages insurance policy, develops and implements risk management and compliance policies/procedures.

• Manages relationships with third party service providers for property owners, insurance providers, property renters and other third-party administrators.

• Coordinates and submits, as necessary, the gathering of insurance policy renewal data, cancellation and enrollment program.

• Investigates, resolves, and responds to all property and liability insurance policies. Provides timely notification of claims to insurance carriers.

• Works with the company's insurance brokers to respond to requests for changes, updates and cancellation of insurance policy.

• Partners with key stakeholders to develop and implement standards, processes, programs, and best practices related to risk management.

June 2020 - December 2020

Acquire BPO - Mandaluyong City, Metro Manila, Philippines

Technical Support Representative

Accounts Handled: Foxtel Australian Television Company

• Handle all calls with courtesy and professionalism Research required information using available resources

• Manage and resolve customer complaints Provide customers with product and service information Update customer information

• Identify and escalate priority issues

• Provide support using company scripts and procedures

• Support and resolve product or service problems by clarifying the customer's details

• Learn more about the products in order to answer product and service questions, suggest and advise clients on other products and services

• Learn the processing system and computer software attached to all aspects of data entry, item inquiry, customer cross-reference, and any other function necessary to perform daily tasks

• Support and resolve product or service problems by clarifying the customer's complaint; determine the cause of the problem, select and explain the best solution; follow up to ensure resolutions, increasing customer satisfaction.

• Guided users through step-by-step solutions following pre-determined scripts and technical troubleshooting procedures.

• Met performance targets by guiding calls with excellent communication skills and decisive approach.

• Helped users via telephone to diagnose and triage problems.

June 2018 - December 2019

UST-Global Philippines, Inc - Taguig City, Metro Manila, Philippines

Senior Process Associate

Accounts Handled: Cotiviti Life and Legal Chart Retrieval

• The Chart Retrieval Associate connects with medical or provider offices on behalf of a law firm to build relationships and facilitate the retrieval of medical charts within the project timelines established by Cotiviti and our clients.

• This position works in a highly focused, demanding and timeline-driven environment.

• Records retrieved will be used for legal purposes which require urgent attention to aid our clients with litigations and hearings.

• Contact by phone, email or fax all assigned medical offices/facilities requesting or negotiating specific medical records to be retrieved within a specified period of time

• Identification of all sites/providers affiliated with assigned sites within the scheduling system before calling the site.

• Develop a positive rapport with site contacts and be customer service point of contact for site contacts.

• Validation of demographic data for the medical provider s location

• Scheduling of chart retrieval via Electronic Medical Record options, assigning an onsite field reviewer, or requesting the office fax or mail in requested chart copies.

• Confirmation of the presence of the requested chart(s) and that the location demographics are correct for chart placement and retrieval if medical group contains multiple physical locations.

• Escalate and follow up with internal business partners regarding issues impacting successful retrieval of charts as well as support to expedite completion of charts received within project completion dates.

• Maintain thorough documentation in OPM of scheduling commitments, contacts, notes and special requests in support of successful chart retrieval

• Other responsibilities and duties as assigned

May 2017 - May 2018

Financial Rescue LLC - Pasig City, Metro Manila, Philippines

Senior Negotiation Associate

Accounts Handled Purchased Accounts Receivable

• We work for organizations and debt collection agencies, communicating directly with debtors to collect payments and resolve outstanding balances.

• Using persuasive negotiation skills, they resolve conflicts, developing strategies to work with customers to resolve their debts and collect payment.

• We work closely with accounts receivable and legal personnel to identify customers with delinquent accounts and to determine what further actions to take.

• Communicate with Debtors - We communicate with individuals, usually via telephone, to collect payment on delinquent accounts, either on behalf of the original creditor or a third-party debt collection agency. They frequently handle debtors avoiding their phone calls, trying to keep them from hanging up when they realize the call is an attempt to collect a debt. Additionally, some customers are hostile or rude when dealing with a collection's agency.

• Negotiate Payments and Settlements - We negotiate payments and settlements on behalf of their agency or company. Working with customers, they develop, recommend, and enact payment plans to eliminate the debt which are manageable for the customer, preventing the account from falling into delinquency again. Alternatively, debt collectors may negotiate for a settlement in which the customer pays a percentage of the debt to clear it from collections.

• Maintain Collection Records - We keep records of all customer communications, including agreed-upon settlements and payment plans and amounts paid via telephone. Many collection agencies use software to manage customer records, maintaining oversight of debts and payments; debt collectors ensure that records are entered and maintained accurately throughout the debt collection process to avoid legal or financial complications.

• Locate Debtors - We utilize skip-tracing methods to locate debtors to begin the recovery process. This can involve accessing public databases, pulling up credit reports, and locating relatives and other individuals to update debtor information in adherence to the Fair Debt Collection Practices Act. Debt collectors research and process high volumes of information to maintain up-to-date records of debtor addresses and phone numbers to support debt recovery efforts.

• Post Customer Payments - We may post customer payments, either by check or credit card. They apply payments to customer accounts, providing reports to accounts payable or legal departments, ensuring that debtor accounts reflect the updated amounts and that payments are properly applied and recorded in internal systems.

• Certified by International Association of Professional Debt Arbitrators

Other Responsibilities

• Makes contact with creditors, validates the debt and negotiates the best settlement agreement for the client

• Establishes professional relationships and networks with creditors so negotiation offers are closed in a positive and favorable manner.

• Meets monthly account negotiation standards

• Takes inbound calls and makes outbound calls to clients and creditors.

• Coaches, educates and recommends a customized and best settlement agreement to the client.

• Calculates numbers & percentages pertinent to making a successful debt negotiation

• Processes payments to creditors accurately and on time

• Updates clients on their program progress.

• Follows Company policies. Must not deviate from policies, if did, must have the deviations approved by an officer of the Company.

• Monitors, summarizes, records or logs call details.

• Appends and maintains accurate account and contact data in our internal and web database.

• Reports to immediate Superior any irregularities that will affect the Company or its operations

• Negotiates settlements for Pre-legal and Legal Accounts.

September 2015 - December 2016

UnitedHealth Group, Optum Technology - Taguig City, Metro Manila, Philippines

Recovery Coordinator and Case Set-up Associate

Accounts Handled: Optum Global Solutions – Optum Subrogation

• Investigates, evaluates, and encoding patient's healthcare information for subrogation matters

• Comprehend all necessary information needed for Medicare, Medicaid, Self-Funded ERISA and Non-ERISA related health insurance subrogation recoveries.

• To analyze and move cases to recovery for the clients, including possible subrogation of dollars that will be returned to the plan.

• Research applicability of laws, regulations and other requirements to cases, contracts or decisions

• Analyze data and interpret legal research to make conclusions.

• Present results of analysis in writing and/or verbally to supports the Plan's rights

• Maintain working knowledge of ERISA and ensure adherence to state and federal subrogation laws

• Utilize my understanding of and expertise of coverage, policy interpretation, contract interpretation, case law, state/federal regulations Identify, monitor and evaluate data to determine third party liability and reimbursement amounts; ongoing analysis of medical treatment to evaluate relatedness

• Ensure compliance with Health Insurance Portability and Accountability Act

• Conduct a small volume of outbound calls for information gathering.

• Scrub Insurance Claims and expeditiously send out or respond to electronic, written and verbal inquiries to/ from attorneys, insurance companies and health plan members

• Validate claim liability, adjuster's contact information, claim status, availability of coverage, accident-related injuries and health plan members' treatment status

• Communicate effectively with various parties using all forms of correspondence throughout the subrogation recovery process. The analyst will correspond with plaintiff's attorney, defense counsel, third party insurers, and all other parties of interest

• Thoroughly document all written and verbal communications and maintain

• Other Accounts Handled: Subrogation Specialist / Recovery Coordinator

• Intensify recovery efforts and have confidence that claims are paid by appropriate parties.

• Identify potential cases.

• Expedite case resolution.

• Recover accident-related medical and disability expense.

• Track and report progress and performance.

Other Accounts Handled: Case Set-Up Associates

• Responsible for subrogation activities including the identification and research of subrogation claims.

• Assists in the recovery of over payments for duplicate coverage, workers' compensation, and no-fault claims.

• Identifies legal liability and pursues, negotiates, and settles subrogation collection.

• Research paid claims, answered inquiries, and coordinated with other departments, insurance adjusters, attorneys, and members.

• Interacts with policyholders, claimants, witnesses, and underwriters to recommend and document the necessary information to close a file.

• Collects information needed to determine when an on-site investigation is necessary.

May 2014 - May 2015

First Source Business Solutions Inc. - Makati City, Metro Manila, Philippines

Senior Collection Specialist

Accounts Handled: Medical Interpreting Professionals Inc. and Qualified Billing Collections

• Offshore Lien Representative for Worker's Compensation Benefits

• Negotiating with Adjustors and Defense Attorneys for outstanding claims

• Reviewing outstanding claims and monitoring the status of the case

• Locating the right Insurances and Law firms for the claims of the patients.

• Collecting outstanding claims through emails, fax and outbound/inbound calls.

• Trained in defending how legit the claims of the patient.

• Trained in Analytical skills for Medical Records and Medical Documents of the patient

• Monitoring Court Litigations and ongoing Lien Conferences for the files in the bucket

• Contacts clients to obtain payments; when necessary, negotiates new payment terms or settlements.

• Assists with collections and legal actions pertaining to those accounts

• Researches, develops, and facilitates collection procedures according to company polices.

• Ensures proper preparation and delivery of letters, notices, and other communications regarding delinquent accounts.

• Recommends legal action to management for specific accounts and follows through as necessary.

• Communicates the status of delinquent accounts management or other appropriate personnel.

• Reviews accounts and recommends for charge-off as appropriate.

• Analyze and review customers for credit worthiness.

• Reports receivable to credit reporting agencies.

• Negotiates with customers to amend repayment terms, as appropriate.

• Ensures the security and privacy of customer information and files.

Education

November 2005

Lifeline Training Center Bacolod City, Negros Occidental, Philippines

Certification Caregiver

Certificate for Basic Life Support and First Aid Training

Certificate of Training for Elderly Care

Certificate of Training for Childcare

June 2005

University of Negros Occidental-Recoletos Bacolod City, Negros Occidental, Philippines

Bachelor of Science in Information Technology Undergraduate

Undergraduate - 3rd year

April 1999

Himamaylan National High School Himamaylan City, Negros Occidental, Philippines

Diploma High School

Language

English

Fluent

Filipino

Native

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