Lady Anreh Suissevimski Soriano
Technical And Healthcare Support Specialist
Antipolo City, Province Of Rizal
Summary
Proven IT and customer support specialist with a track record of enhancing operational efficiency and customer satisfaction at Cognizant Technology Solutions. Skilled in network connectivity and exceptional communication, adept at reducing escalations by 30% and streamlining help desk operations. Cultivates strong team and client relationships, ensuring high-quality service delivery and compliance with industry standards.
Overview
9
9
years of professional experience
Work History
IT Help Desk Technician
Cognizant Technology Solutions
03.2023 - 09.2024
- Maintained accurate records of all help desk interactions, allowing for improved analysis of recurring issues and identification of areas requiring additional support resources.
- Configured hardware, devices, and software to set up work stations for employees.
- Streamlined help desk operations by implementing an effective ticket management system.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Reduced downtime for end-users by quickly diagnosing and resolving hardware and software issues.
Chat Support Representative
TaskUs
03.2022 - 03.2023
- Reduced escalations to higher-level support teams by successfully addressing customers'' issues at the first point of contact.
- Resolved technical issues for customers by utilizing comprehensive knowledge of company products and services.
- Enhanced customer satisfaction by providing timely and accurate responses to inquiries through chat support.
- Exceeded established KPIs related to response time, resolution rate, and overall quality scores in chat support metrics.
Insurance Verification Specialist
Results-CX
01.2020 - 03.2022
- Ensured compliance with HIPAA regulations while managing sensitive patient information during the verification process.
- Collaborated with team members to resolve discrepancies in insurance verification, ensuring proper billing practices.
- Developed strong relationships with insurance representatives, facilitating smooth communication channels for resolving inquiries or disputes.
- Updated patient records with accurate, current insurance policy information.
Customer Service Representative
Quantrics Enterprises
05.2018 - 12.2019
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
HR Administrator
EMBrocal Builders Inc.,
03.2017 - 04.2018
- Updated HR database with new employee information, changes in benefits, and other details.
- Prepared new hire letters, employee contracts, and corporate policies.
- Ensured accurate record-keeping by conducting regular audits of personnel files and HR databases.
- Handled on-boarding process for newly hired employees, which included distribution of all paperwork.
Assistant Manager
The Haves Restaurant
01.2016 - 03.2017
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Developed strong working relationships with staff, fostering a positive work environment.
- Promoted teamwork within the workplace by encouraging collaboration among staff members on various projectstasks.
Education
Bachelor of Science - Business Administration
College of San Benildo-Rizal
Antipolo City, Province Of Rizal, Philippines 04.2001 -
Skills
Network Connectivity
Incident Reporting
IT Documentation
Software Updates
Data Entry and Review
Patient confidentiality
Healthcare Industry Knowledge
Customer Service
Accuracy and Precision
Analytical Thinking
Communication and Interpersonal Skills
Coverage and Authorizations
Workflow Development
Eligibility Determination
Follow-Up Procedures
Timeline
IT Help Desk Technician
Cognizant Technology Solutions
03.2023 - 09.2024
Chat Support Representative
TaskUs
03.2022 - 03.2023
Insurance Verification Specialist
Results-CX
01.2020 - 03.2022
Customer Service Representative
Quantrics Enterprises
05.2018 - 12.2019
HR Administrator
EMBrocal Builders Inc.,
03.2017 - 04.2018
Assistant Manager
The Haves Restaurant
01.2016 - 03.2017
Bachelor of Science - Business Administration
College of San Benildo-Rizal
04.2001 -