EROS IGNACIO
Consolacion
Summary
Results-driven professional with a proven track record in collaboration, problem-solving, and process improvement. Highly adaptable and capable of thriving in independent roles with minimal supervision while quickly mastering new systems and processes. Recognized for exceptional communication skills, reliability, and an unwavering commitment to achieving team and organizational goals. Dedicated to fostering a productive and positive work environment that encourages growth and innovation.
Overview
6
6
years of professional experience
Work History
Assistant Manager
WHPS - Cigna Healthcare
01.2025 - 02.2026
- Managed daily operations, ensuring efficient workflow and productivity across departments.
- Led daily client meetings to communicate project objectives and accomplishments. Guided team discussions on strategies for continuous improvement. Fostered strong client relationships to drive project success and satisfaction.
- Developed training programs to support supervisors and associates in achieving significant improvements and adapting to new challenges.
Team Leader
WHPS - Cigna Healthcare
02.2023 - 01.2025
- Cultivated a high-performance culture while leading 20 agents in billing and enrollment and 10 small group processors, focusing on driving KPIs.
- Strengthened team dynamics and optimized workflows by implementing weekly coaching, evaluating KPIs, and developing automated processes.
- Developed and implemented training initiatives for associates, resulting in improved team performance.
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
Process Trainer
WHPS - Cigna and Molina Healthcare
08.2023 - 12.2024
- Executed all three Cigna-specific process training classes during last open enrollment, enabling new hires to gain vital competencies for successful production with no attrition.
- Coordinated and supported Molina training initiatives to achieve successful completion for open enrollment.
- Assisted new hires during the OJT phase, providing necessary day to day support to ensure a smooth transition to operations.
- Developed training materials to enhance onboarding processes for new hires.
- Trained and mentored [Number] new personnel hired to fulfill various roles.
Subject Matter Expert
WHPS Molina Healthcare
02.2022 - 02.2023
- Coordinated on-the-spot assistance to improve team efficiency and effectively tackle process-related concerns.
- Supported onboarding processes for new hires to enhance skill acquisition and promote ongoing learning.
- Conducted analysis of customer feedback metrics, including DSAT, CSAT, and NPS, to drive improvements in service delivery.
- Facilitated knowledge-sharing sessions, fostering collaboration among associates and enhancing team performance.
Billing and Enrollment Associate
WHPS - Molina Healthcare
02.2021 - 02.2022
- Oversaw education and management of billing policy and benefits inquiries to enhance customer service quality.
- Clarified monthly premium payment processing and support policies to ensure customer compliance and satisfaction.
- Reviewed and resolved billing discrepancies to ensure accurate member accounts, processing refunds, completing bill reruns, and waiving fees when warranted.
Technical Support Representative
ResultsCX - Comcast
03.2020 - 01.2021
- Resolved technical issues for customers, ensuring high satisfaction and retention rates.
- Provided product troubleshooting assistance through various communication channels, including phone and chat.
- Documented customer interactions and solutions in CRM systems to maintain accurate records.
Education
Bachelor of Science - Medical Technology
Southwestern University PHINMA
High School -
St. Alphonsus Catholic School
Skills
- Effective Communicator
- Data-driven with strong analytical capabilities
- Skilled in Microsoft 365 and automation integration
- Effective at learning in dynamic environments
- Teamwork & Collaboration
- Adaptability & Change Management
- Multitasking and organization
Certifications and Accomplishments
- PHI handling and HIPAA Compliance
- Lean Process Improvement Training
- Train The Trainer Certificate
- LeadSmart Level 1
- Generative AI for Leaders
Timeline
Assistant Manager
WHPS - Cigna Healthcare
01.2025 - 02.2026
Process Trainer
WHPS - Cigna and Molina Healthcare
08.2023 - 12.2024
Team Leader
WHPS - Cigna Healthcare
02.2023 - 01.2025
Subject Matter Expert
WHPS Molina Healthcare
02.2022 - 02.2023
Billing and Enrollment Associate
WHPS - Molina Healthcare
02.2021 - 02.2022
Technical Support Representative
ResultsCX - Comcast
03.2020 - 01.2021
Bachelor of Science - Medical Technology
Southwestern University PHINMA
High School -
St. Alphonsus Catholic School