Hi, I’m
LHENNY ROSE C. CASAÑA
Customer Service Representative/ Customer Resolution Expert / CSA
Camiling,TAR
Summary
Experienced Customer Service Professional with a proven track record in the healthcare and telecommunications industries. Demonstrates exceptional customer service, problem-solving, and data analysis skills. Adept at handling complex issues, managing high call volumes while maintaining professionalism and meeting customer satisfaction goals. Notable achievements include supporting high-priority customer campaigns and providing insights for operational improvements. Proficient in Microsoft Office, with excellent verbal communication and attention to detail.
Overview
5
years of professional experience
Work History
Cognizant WFH- Premera BCBS (Provider Services)
Senior Process Executive
05.2025 - 06.2026
Job overview
- Assist healthcare provider with verification of member health plan coverage eligibility, benefits, prior authorization requests, and claims details.
Concentrix WFH - Anthem BCBS (Elevance Health)
Advisor I
10.2024 - 02.2025
Job overview
- Assist members checking health insurance coverage, benefits, in-network providers, and claims status and disputes.
- Process premium payments and discuss billing concerns.
- Routing members to the dedicated department on processing membership applications, refilling prescriptions, and any other provider concerns.
Concentrix WFH- Humana (Centerwell Pharmacy)
Advisor I
11.2023 - 09.2024
Job overview
- Process and track prescription orders and OTC products, ensuring accuracy in dispensing medications, adhering to prescribed dosages and pharmaceutical guidelines.
- Coordinate with providers for renewing prescription, approval of authorizations, confirming dosages and proper intake procedure
IQor Clark, Pampanga – Assurance WirelessClark, Pampanga
Customer Service Representative
06.2023 - 11.2023
Job overview
- Assist eligible customers with free government phone lines applications
- Perform basic troubleshooting for mobile devices with network or technical issues and processing warranty exchange and phone replacement for qualified instances
Sutherland Tarlac- T-Mobile for BusinessTarlac
Customer Resolution Expert
04.2022 - 02.2023
Job overview
- Point of contact when high-priority customer campaign needs support Provide support and resolution for complex issues that the frontline can't resolve using their existing resources
- Managed internal and external escalations resulting from policy gaps or expert oversights
- Audited targeted calls and provided actionable insights to improve resolution strategies
- Facilitated team huddles to communicate new policies, promotions, and refresh call handling processes
- Partner with the Operational Manager and Coaches to provide collective insights regarding the community trends, identify the opportunities, and come up with action plan for the outliers to achieve the targeted metric goals
Sutherland Tarlac- T-Mobile for BusinessTarlac
Customer Service Agent
06.2021 - 03.2022
Job overview
- Assists customers with their monthly subscription and billing concerns.
- Perform basic troubleshooting for mobile devices, tablets, or wearables for any network or technical issues
- Pitch sales and discuss promotions for plan or line subscriptions, equipment, and accessories.
Education
Tarlac Agricultural UniversityMalacampa, Camiling, Tarlac
Bachelor of Science from Agricultural Engineering
06-2021
Tel-Hai Academic CollegeUpper Galilee, Qiryat Shemona, Israel
Diploma from Agriculture Program
10-2020
University Overview
Agrostudies
Skills
Customer service
Excellent verbal communication
Data entry and Analysis
Problem Solving
Proficient in Microsoft Office
Attention to Details
Organizational and time management skills
Timeline
Senior Process Executive
Cognizant WFH- Premera BCBS (Provider Services)
05.2025 - 06.2026
Advisor I
Concentrix WFH - Anthem BCBS (Elevance Health)
10.2024 - 02.2025
Advisor I
Concentrix WFH- Humana (Centerwell Pharmacy)
11.2023 - 09.2024
Customer Service Representative
IQor Clark, Pampanga – Assurance Wireless
06.2023 - 11.2023
Customer Resolution Expert
Sutherland Tarlac- T-Mobile for Business
04.2022 - 02.2023
Customer Service Agent
Sutherland Tarlac- T-Mobile for Business
06.2021 - 03.2022
Tel-Hai Academic College
Diploma from Agriculture Program
Tarlac Agricultural University
Bachelor of Science from Agricultural Engineering