Jenny Sarmiento
Summary
Customer service representative with 7+ years of experience in resolving inquiries and delivering product knowledge. Demonstrated ability to enhance customer satisfaction through exceptional service. Strong communication skills and adept at managing challenging situations effectively.
Overview
2
2
Languages
10
10
years of professional experience
Work History
Senior Customer Service Representative
HCL Technologies
Taguig
02.2022 - 07.2026
- Processed respiratory prescriptions for CPAP, BiPAP, oxygen, nebulisers, ensuring accuracy for timely delivery to patients.
- Coordinated payer criteria checks before equipment dispatch, ensuring regulatory compliance and minimising fulfilment delays.
- Verified clinical notes, CMN certificates, sleep study data to maintain compliance and enhance patient care.
Insurance Customer Service Representative
Hinduja Global Solutions
Quezon City
10.2020 - 12.2021
- Verified patient eligibility benefits and coverage limits across primary, secondary, and Medicare payers to ensure accurate service delivery.
- Obtained prior authorisations to minimise coverage gaps and ensure seamless service fulfilment.
- Processed and submitted electronic and paper claims in compliance with payer billing rules, facilitating timely reimbursements.
- Applied ICD-10, CPT, and HCPCS codes for accurate billing.
- Investigated rejected or denied claims to identify coding errors and facilitate correct billing.
- Corrected billing codes and submitted appeals with supporting clinical documentation to ensure accurate reimbursement.
Customer Service Representative
Sutherland Global Services T-Mobile
BGC Taguig
01.2018 - 02.2020
- Resolved technical support issues during customer interactions, leading to increased customer satisfaction and successful outcomes.
- Served as primary contact for plan optimisation device upgrades, effectively addressing customer inquiries and enhancing user experience.
- Managed retention billing disputes and payment adjudication, closing cases to strengthen customer loyalty.
AOL Technical Support
Sutherland Global Services
10.2017 - 01.2018
- Engaged with customers to better understand needs and deliver excellent service.
- Identified issues, analysed information and provided solutions to problems.
- Achieved service time and quality targets.
- Managed complaints with calm, clear communication and problem-solving.
Customer Service Representative
Sutherland Global Services AT&T
Mandaluyong City
11.2016 - 10.2017
- Resolved technical support issues during customer interactions, improving customer satisfaction through effective solutions.
- Managed retention billing disputes and payment adjudication, successfully closing cases to retain customer loyalty.
- Acted as primary contact for device upgrade inquiries, providing customers with accurate information to facilitate informed decisions.
Education
Graduate - Bachelor Of Science In Entrepreneurship
Catanduanes State University
01-2016
Skills
- Claims processing
- Insurance authorization
- Eligibility verification
- Medical coding
- Claims appeal processing
- Billing processes
- Technical support
- Dispute management
- Multitasking
- Performance analysis
- Relationship management
- Logistics management
Languages
English
Tagalog
Timeline
Senior Customer Service Representative
HCL Technologies
02.2022 - 07.2026
Insurance Customer Service Representative
Hinduja Global Solutions
10.2020 - 12.2021
Customer Service Representative
Sutherland Global Services T-Mobile
01.2018 - 02.2020
AOL Technical Support
Sutherland Global Services
10.2017 - 01.2018
Customer Service Representative
Sutherland Global Services AT&T
11.2016 - 10.2017
Graduate - Bachelor Of Science In Entrepreneurship
Catanduanes State University