Charie Kaye Taaca
Urdaneta City,PAN
Summary
Dynamic professional with a proven track record at Optum Global Solutions, excelling in customer service and complex problem-solving. Recognized for enhancing customer satisfaction through effective issue resolution and relationship building. Proficient in inventory management and MS Office, consistently delivering results while managing multiple priorities in fast-paced environments. With 10 years of experience, I am able to work well under pressure, adhere to strict guidelines and minimal supervision.
Overview
16
16
years of professional experience
Work History
UMR CASE INSTALLATION ASSOCIATE
Optum Global Solutions
07.2016 - Current
- Increased customer satisfaction by resolving complex issues and providing exceptional service at all times.
- Developed and implemented strategies to increase customer satisfaction and engagement.
- Streamlined inventory management processes.
- Established strong relationships with key stakeholders, facilitating effective communication across departments and teams.
- Responsible in generation, revising and renewal of plan
documents and booklets to be given to different customers as
wells as posting them to the website.
UMR PROVIDER CALLS ONLY REPRESENTATIVE
Optum Global Solutions
04.2013 - 07.2016
- Answer incoming phone calls from health care providers and
identify the type of assistance the provider needs (e.g. benefit
and eligibility, prior authorization/predetermination status,
explanation of benefits. - Focus on resolving issues on the first call, navigating through
complex computer systems to identify the status of the issue
and provide appropriate response to the caller. - Complete the documentation necessary to track provider issues
and facilitate in reporting of overall trends.
Call Center Representative
Sitel Philippines
05.2012 - 03.2013
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
Clinical Instructor
Lyceum Northern Luzon
05.2011 - 03.2012
- Supervised students when administering medications to maintain patient safety.
- Fostered a culture of safety within the learning environment by emphasizing proper use of equipment, infection control measures, and patient privacy guidelines.
- Provided immediate and constructive feedback to students individually and as group.
- Supervised students during clinical rotations, providing immediate feedback on their performance and suggesting areas for improvement when necessary.
Review Assistant
Prime Nursing Review Center
07.2009 - 08.2010
- Helped professional reviewers with organizational and administrative tasks, such as managing reviewer data, assigning materials, tracking progress, providing reports, preparing materials, and ensuring smooth communication and workflow.
- Checked for document completeness, providing support for efficient processes, and assisting with administrative tasks like scheduling and preparing presentations.
- Assigned materials or tasks to reviewers and monitor their progress, ensuring work is completed according to set standards and deadline.
Education
Nurse Volunteer - Nursing
Baguio General Hospital
Baguio City12-2010
Bachelor of Science - Nursing
Saint Louis University
Baguio City06-2009
Skills
- Customer service
- Time management
- Attention to detail
- Computer skills
- Customer interaction
- Workplace safety
- Decision-making
- Complex Problem-solving
- Relationship building
- Courteous and professional
- Oral communication
- Work Planning and Prioritization
- Client engagement
- Product knowledge
- New hire training
- MS office
- Data entry
- Issue resolution
- Inventory management
- Performance improvement
- Management support
- Multiple priorities management
Timeline
UMR CASE INSTALLATION ASSOCIATE
Optum Global Solutions
07.2016 - Current
UMR PROVIDER CALLS ONLY REPRESENTATIVE
Optum Global Solutions
04.2013 - 07.2016
Call Center Representative
Sitel Philippines
05.2012 - 03.2013
Clinical Instructor
Lyceum Northern Luzon
05.2011 - 03.2012
Review Assistant
Prime Nursing Review Center
07.2009 - 08.2010
Nurse Volunteer - Nursing
Baguio General Hospital
Bachelor of Science - Nursing
Saint Louis University
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