Lydwena Marie Ygay
SME/Customer Associate
MANDAUE CITY
Summary
- To obtain the position of SME/Customer Associate in Health Care, where I can use my demonstrated skills, in-depth understanding of the LOB process, and the passion for providing exceptional customer service, to inspire and to contribute to the overall growth of the business.
Overview
7
7
years of professional experience
16
16
years of post-secondary education
Work History
First Source Limited (Health Care-Provider)
I.T Park
09.2021 - Current
- Answer incoming phone calls from health care providers (i.e. physician offices, clinics) and identify the type of assistance the provider needs (EG. benefit and eligibility, billing and payments, authorizations for treatment, explanation of benefits)
- Focus on resolving issues on the first call, navigating through complex systems to identify the status of the issue, and providing an appropriate response to the caller
- Deliver information and answer questions in a positive manner to facilitate solid relationships with providers and their staff
- Complete the documentation necessary to track provider issues and facilitate th reporting of overall trends.
- Responsible for overseeing a group of people, providing guidance, support, and motivation to assigned trainees.
- Track performance and provide regular feedback sessions that will help performance and address any areas of improvement.
51Talk
Beijing
10.2016 - 08.2021
- Preparing and delivering lessons to improve students' reading, writing, and conversing skills.
- Developing educational content such as notes and quizzes.
- Assigning activities to facilitate students' consolidation of learning material.
- Tailoring your teaching style in accordance with students' needs.
- Managing interpersonal dynamics to ensure that the class is conducive to learning.
- Tracking and reporting on students' progress.
- Remaining up-to-date with our learning software.
- Ensuring that your equipment is in good working condition at all times.
Education
Bachelor of Science in Nursing -
University of San Carlos
Talamban, Cebu City 01.2006 - 01.2010
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University of San Jose Recolletos
01.2005 - 01.2006
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San Isidro Parish School
Talamban, Cebu City 01.2001 - 01.2005
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Maguikay Elementary School
01.1996 - 01.2001
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Marie Ernestine School
01.1994 - 01.1996
Skills And Responsibilities
HARDSKILLS
- MS Office Tools ( Excel, Powerpoint, Word)
- Call Evaluation
- Process Work Flow
- Reporting and Documentation
SOFTSKILLS
- Teamwork
- Decision Making
- Multi-tasking
- Communication
- Typing Skill
- Leadership
- Adaptability
- Time Management
- Emotional Intelligence
- Mentoring
Personal Information
- Age: 35
- Place of Birth: Cebu City
- Height: 5'0
- Weight: 58 kg
- Citizenship: Filipino
- Date of Birth: 08/26/88
- Gender: Female
- Marital Status: Married
- Religion: Roman Catholic
Training
- Amadeus Tool Training
- TESOL
- Health Care Insurance Training (HMO-PPO)
- IELTS
- The Customer is Always Right
Timeline
First Source Limited (Health Care-Provider)
I.T Park
09.2021 - Current
51Talk
Beijing
10.2016 - 08.2021
Bachelor of Science in Nursing -
University of San Carlos
01.2006 - 01.2010
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University of San Jose Recolletos
01.2005 - 01.2006
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San Isidro Parish School
01.2001 - 01.2005
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Maguikay Elementary School
01.1996 - 01.2001
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Marie Ernestine School
01.1994 - 01.1996
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