Jefrey Esnardo Jaril
Antipolo City
Summary
Customer service professional with extensive experience in healthcare, financial services, and fraud investigations. Strong background in handling inbound and outbound calls, data analysis, and resolving complex customer issues. Proficient in relevant computer applications and highly skilled in problem-solving, interpersonal communication, and office administration. Committed to providing world-class customer service and maintaining customer satisfaction.
Overview
11
11
years of professional experience
Work History
Provider E&I
UnitedHealth Group - Optum
08.2022 - 02.2024
- Handled inbound and outbound calls related to medical industry concerns, including product and service inquiries, insurance claims, medical appointments, co-payments, benefits, and pre-authorizations.
- Provided high-quality customer service by addressing patient concerns, resolving complaints, and rescheduling appointments.
- Performed data analysis, office administration, and strategic communications to enhance service quality.
- Collaborated with healthcare providers to resolve patient issues and referred complex cases as needed.
Mortgage Collections – NationStar Mortgage
TATA Consultancy Services
07.2017 - 06.2021
- Negotiated payment arrangements with customers to prevent mortgage delinquencies, foreclosures, and repossessions.
- Ensured compliance with consumer privacy laws and company procedures.
- Assessed debtors’ financial situations and offered alternate payment programs.
- Conducted skip tracing to locate customers with incorrect contact details.
Disputes and Claims – PayPal
Sutherland Global Services
05.2015 - 07.2017
- Worked with dispute specialists to investigate and resolve fraud claims.
- Managed both inbound and outbound calls to provide updates on fraud and dispute investigations.
- Delivered excellent customer service by resolving fraud-related issues and providing timely information to customers.
Customer Service Representative – Hotels.com/Expedia
Sykes Asia
05.2013 - 04.2015
- Handled customer inquiries via phone, offering solutions to booking issues and complaints.
- Assisted customers in finding information, resolving complaints, and escalating priority issues when necessary.
- Provided a high level of customer service while analyzing data and offering solutions for problems.
Education
Vocational Degree -
Rizal Polytechnic College
Morong, Rizal03-2022
Skills
- Data Analysis
- Office Administration
- Problem Solving
- Strategic Communications
- Financial Analysis
- Interpersonal Skills
- Analytical Skills
Additional Information
Cooking/Baking, DIY crafts and home décor, Reading and calligraphy, Listening to music, especially love songs, Movie streaming
Timeline
Provider E&I
UnitedHealth Group - Optum
08.2022 - 02.2024
Mortgage Collections – NationStar Mortgage
TATA Consultancy Services
07.2017 - 06.2021
Disputes and Claims – PayPal
Sutherland Global Services
05.2015 - 07.2017
Customer Service Representative – Hotels.com/Expedia
Sykes Asia
05.2013 - 04.2015
Vocational Degree -
Rizal Polytechnic College