Ley- an Perez
Customer Service Associate
San Jose Del Monte
Overview
12
12
years of professional experience
1
1
Language
Work History
Health Advocate
CONCENTRIX PHILIPPINES
QUEZON CITY
11.2022 - 08.2023
- Delivered services according to established advocacy and case management protocols and maintained accurate, legible and current documentation.
- Developed family service plan and intervention strategies for clients and families served by program.
- Facilitated and advocated for client access to services for education, housing, health care, legal and counseling assistance.
- Helped members navigate enrollment process and choose appropriate options.
- Provided information such as copay and premium details, pre-approval procedures and available products.
- Assisted individuals, families and small businesses with acquiring health, vision, life and dental insurance.
- Maintained full and current understanding of available plans, products and services.
- Resolved problems related to benefits, eligibility and claims.
- Handled more than [Number] daily inbound calls from health plan customers.
- Targeted specific community groups with wellness and disease management information.
- Participated in health promotion campaigns to raise awareness of health issues.
- Managed enrollment, transportation, and paperwork for individuals to take advantage of community resources.
- Contacted clients in person, by phone or in writing to ascertain compliance with required or recommended actions.
- Collaborated with local organizations to expand health services and resources.
- Developed and implemented training classes to educate team members and community residents.
- Wrote and distributed informational materials on chronic diseases, infant mortality, substance abuse, and other community health concerns.
- Provided crisis intervention and supportive counseling services to assist clients facing issues and problems.
- Engaged clients in health-related activities to enhance overall well-being.
- Handled more than 50 daily inbound calls from health plan customers
Customer Service Associate
EXPERT GLOBAL SOLUTION FORMERLY APAC THEN NCO
QUEZON CITY
10.2012 - 07.2023
- Informed customers about special promotions and provided detailed information for various products.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer calls and emails to answer questions about products and services.
- Developed and actualized customer service initiatives to decrease wait times
- Collaborated with sales team members to stay current on inventory levels, complete accurate orders, and resolve item issues
- Responded proactively and positively to rapid change
CARE GIVER DIABETIC PATIENT
PRIVATE FAMILY DUBAI UAE
DUBAI UAE
01.2017 - 02.2019
- Monitored, tracked, and conveyed important patient information to healthcare staff to help optimize treatment planning and care delivery.
- Maintained clean, safe, and well-organized patient environment.
- Obtained biological specimens for ordered tests and prepared for laboratory transport.
- Upheld confidentiality requirements and regulatory compliance guidelines.
- Maximized preventive care utilization to reduce hospital burden and help eliminate readmissions.
- Documented residents' mental status, sleep, and eating patterns in medical record books.
- Recorded temperature, blood pressure, pulse, or respiration rate as directed by medical or nursing staff.
- Recognized and reported abnormalities or changes in patients' health status to case manager.
- Assisted with patient transfers and ambulation.
- Scheduled and accompanied clients to medical appointments.
- Collaborated with patients, families and physicians to provide emotional support and answer any questions regarding patient medical care.
- Provided adjunct care by administering enemas, douches, nonsterile dressings and heat treatments.
- Scheduled yoga and water exercises for individual clients to aid in pain reduction.
- Performed patient mobility services by turning, lifting, moving and repositioning patients.
- Restocked pharmacy and unit supply by discarding expired items and ordering new supplies.
- Ran errands for patients, did shopping, and picked up other necessities.
- Collected and transported specimens to prepare for lab testing.
- Maximized patient satisfaction by helping individuals carry out personal tasks such as dressing and walking.
- Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
- Supported patient admissions, discharges, and transfers to promote team productivity.
- Answered patient assistance calls, assessed needs, and offered qualified support.
- Responded to patient emergencies with immediate care and notified clinicians to provide comprehensive assistance.
- Obtained patient vital signs and reported results to staff nurse or physician, noting changes from prior measurements.
Fraud Analyst
CONVERGYS PHILIPPINES
QUEZON CITY
08.2013 - 09.2016
- Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
- Analyzed large amounts of data to find patterns of fraud and anomalies.
- Collaborated with internal and external stakeholders to create and maintain fraud prevention strategies.
- Established and maintained positive working relationships with external law enforcement agencies to support fraud investigations
- Implemented internal controls to maintain integrity and accuracy of financial records
- Tracked fraud cases and monitored trends to develop strategies for prevention
Customer Service Associate
ADITYA BIRLA MINACS PHILIPPINES INCORPORATED
MAKATI CITY
01.2012 - 08.2012
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction. Approximately not lower than 50 calls a day.
- Responded to customer calls and emails to answer questions about products and services.
- Informed customers about special promotions and provided detailed information for various products.
Education
Bachelor of Science - Nursing
First City Providential College
San Jose Del Monte BulacanSkills
Health insurance plan knowledge
Upselling skills
Research abilities
Inbound call management
Copay and premium expertise
Customer support
Report preparation
Medical assessment mastery
Public outreach
Healthy living plans
Assignment management
Informational materials
Chronic illness understanding
Schedule Coordination
Timeline
Health Advocate
CONCENTRIX PHILIPPINES
11.2022 - 08.2023
CARE GIVER DIABETIC PATIENT
PRIVATE FAMILY DUBAI UAE
01.2017 - 02.2019
Fraud Analyst
CONVERGYS PHILIPPINES
08.2013 - 09.2016
Customer Service Associate
EXPERT GLOBAL SOLUTION FORMERLY APAC THEN NCO
10.2012 - 07.2023
Customer Service Associate
ADITYA BIRLA MINACS PHILIPPINES INCORPORATED
01.2012 - 08.2012
Bachelor of Science - Nursing
First City Providential College