Joanna Kryschelle Mandac
Baguio City
Summary
A passionate and results-driven professional with a proven track record in delivering exceptional customer service and managing projects successfully. Known for meeting job demands and deadlines through a strong work ethic, attention to detail, and consistent commitment to quality.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Careteam Associate
Fella & Delilah Health
Remote
05.2024 - 06.2025
- Medical Charting and Billing
- Facilitated timely communication between patients and healthcare providers to ensure seamless care coordination and optimal outcomes.
- Supported healthcare providers with accurate documentation of vital signs and other relevant information in the EHR system for informed decision making.
- Coordinated insurance and pharmacy communications to ensure prompt delivery of patients’ medication refills.
Payroll and Enrollment Specialist II
ADP Philippines, Inc.
Makati City, Metro Manila, Philippines
09.2016 - 01.2024
- Managed client reassignments to resolve escalations and maintain project continuity
- Handled high complex projects and high value clients
- Consultative assistance to annual enrollment specialists
- Mentored new hires to accelerate onboarding and ensure adherence to best practices
- Project manager during clients’ benefits open enrollment period; managed multiple open enrollment projects simultaneously
- Facilitated meetings with C-level executives (CEO, CFO), HR Directors & Benefits Managers
- Coordinated and managed ADP-related resources and tasks which include connections/carrier file feed development and/or maintenance, enrollment training, and applicable configuration of other ADP products
- Collaborated with clients, insurance brokers, and carriers to review and finalize benefits offerings
- Benefits plan and open enrollment portal configuration
- Shared meeting summary & updated project timelines with clients
- General Payroll, HR & Benefits support
- Updated employee data in an HR information system
- Provided guidance and research in response to a wide variety of questions and issues presented by Client Payroll Administrators
- Troubleshot payroll processing issues
Account Specialist/Customer Service/Sales Support Associate
INSPIRO (Formerly SPI Global)
Makati City, Metro Manila, Philippines
02.2011 - 08.2016
- Handled Escalations/Resolved complex billing, payment, and technical issues, improving client satisfaction and retention.
- Boosted client retention by recognizing and promoting relevant offers to current customers.
- Strengthened customer loyalty through effective communication and prompt resolution.
- Enhanced revenue growth by identifying upsell and cross-sell opportunities within the existing client base.
- Troubleshot technical issues and proactively provided client-education on self-service resolution.
- Co-supervised team operations by monitoring performance, delivering coaching and feedback, and conducting quality evaluations.
- New hire mentor
- Served as a Warming Agent, providing sales support to drive team performance.
Education
Bachelor of Arts - Psychology
The National Teachers College
10-2010
Bachelor of Science - Nursing
Pamantasan Ng Lungsod Ng Maynila
03-2006
Skills
- US Benefits Configuration
- US Payroll Support & Processing
- Project management
- Escalation handling
- Attention to detail
- Organization and time management
- Analytical thinking
- Customer Service
- Empathy
- Reliable
- Patient care coordination
- Healthcare systems navigation
Certification
Licensed Psychometrician (2024)
Timeline
Careteam Associate
Fella & Delilah Health
05.2024 - 06.2025
Payroll and Enrollment Specialist II
ADP Philippines, Inc.
09.2016 - 01.2024
Account Specialist/Customer Service/Sales Support Associate
INSPIRO (Formerly SPI Global)
02.2011 - 08.2016
Bachelor of Arts - Psychology
The National Teachers College
Bachelor of Science - Nursing
Pamantasan Ng Lungsod Ng Maynila