Zendesk, Intercom, Slack, CRM
JENNILYN LABAJOS
Claims & Security Specialist
Parañaque City
Summary
I’ve spent the last 14+ years working in customer support and healthcare coordination, mostly in remote roles. I’m used to handling a high volume of cases, including escalations that require careful investigation and clear communication. Over time, I’ve become comfortable dealing with difficult situations—whether it’s resolving customer issues, coordinating with third parties, or making sure cases are properly documented and closed. I focus on being reliable, detail-oriented, and easy to work with.
Professional claims specialist with strong record in handling and resolving complex claims efficiently. Adept at analyzing data, identifying discrepancies, and providing solutions that drive positive outcomes. Effective team collaborator with focus on achieving results and adapting to evolving requirements. Skilled in negotiation, customer service, and regulatory compliance, consistently ensuring accuracy and fairness.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Security and Claims Specialist
Drive Mate
02.2024 - Current
- Handle escalated security and claims cases, including investigating incidents and coordinating with customers, police, and repossession agents
- Manage damage claims from start to finish, including repair coordination and follow-ups
- Process invoices and work with insurers when needed
- Keep detailed records and make sure each case is properly documented and resolved
- Remote
Tier 1 – Chat, Email & Social Media Support
Car Next Door / Uber Car Share
05.2021 - 10.2024
- Supported customers via chat, phone, and email for a wide range of concerns (technical issues, billing, general inquiries)
- Responded to reviews and messages on social media platforms
- Escalated more complex cases to the appropriate teams
- Balanced multiple conversations while maintaining response quality
- Remote
- Overlaps—please confirm
Health Insurance Specialist / EDI Enrollment
Central Billing Bureau
05.2021 - 10.2024
- Entered and reviewed data to ensure accuracy in billing and insurance records
- Contacted insurance providers for verification, follow-ups, and issue resolution
- Assisted with billing tasks to help keep accounts accurate and up to date
- Remote
- Overlaps—please confirm
Tier 2 – Incident Response Team (IRT)
Uber Car Share
11.2022 - 04.2024
- Handled escalations related to vehicle safety and mechanical concerns
- Conducted initial assessments and escalated more serious issues to the Security team
- Spoke with customers via phone and email to guide them through next steps
- Coordinated towing services, including RACV and private providers
- Responded to customer concerns on social media and ensured proper follow-up
- Remote
Tier 3 Security Specialist
Uber Car Share
04.2024 - 10.2017
- Investigated higher-level security issues and worked closely with customers and external partners
- Assisted with cases involving minor vehicle damage (e.g., broken windows, lost keys)
- Managed billing adjustments and invoice processing
- Followed up on cases to ensure resolution and customer satisfaction
- Remote
- Please confirm dates (currently listed as April 2024 – October 2017)
Education
Bachelor of Science - Nursing
04.2001 -
Skills
Customer support (chat, email, phone)
Case handling & escalation management
Incident investigation
Claims and billing coordination
Claims processing
Claims analysis
Claims investigation
Microsoft office
Documentation review
Verbal communication
Claims
Compliance management
Policy interpretation
Estimate preparation
Coverage assessments
Accident investigations
Liability denials
Customer service
Reliability
Patient rapport
Teamwork
Teamwork and collaboration
Problem-solving
Time management
Problem-solving abilities
Data entry
Teamwork skills
Documentation processing
Multitasking
Multitasking Abilities
Excellent communication
Document review
Decision-making
Adaptability and flexibility
Verbal and written communication
Critical thinking
Effective communication
Team collaboration
Active listening
Computer proficiency
Organizing and prioritizing work
Organizational skills
Policy analysis
Attention to detail
Problem-solving aptitude
Insurance claim forms review
Documentation skills
Case management
Data management
Documentation
Regulatory compliance adherence
Written communication
Fraud detection
Records management
Policy implementation
Medicaid
Data entry software
Office equipment operation
Dispute resolution
Billing software
Prior authorization processing
Software
Certification
VA Certificate
Timeline
Tier 3 Security Specialist - Uber Car Share
04.2024 - 10.2017
Security and Claims Specialist - Drive Mate
02.2024 - Current
Tier 2 – Incident Response Team (IRT) - Uber Car Share
11.2022 - 04.2024
Tier 1 – Chat, Email & Social Media Support - Car Next Door / Uber Car Share
05.2021 - 10.2024
Health Insurance Specialist / EDI Enrollment - Central Billing Bureau
05.2021 - 10.2024
RTRMS-MMC - Bachelor of Science, Nursing
04.2001 -