Mark Rommel James Pancho
San Mateo
Summary
Experienced with managing intricate insurance claims and resolving disputes efficiently. Utilizes deep knowledge of policy and regulatory guidelines to ensure compliance and fair settlements. Track record of maintaining client trust and achieving operational excellence.
Overview
14
14
years of professional experience
Work History
Assistant Team Leader
Optum Global Solutions
09.2018 - 05.2020
- Worked on the back office end of the business handling mainly enrollment and checking eligibility of members who wish to have medical coverage. Once the documents are received, we will check for any discrepancies and missing information, send an email to their brokers to complete it then we can send it for install for their coverage to be processed and activated.
- After holding the position for 6 months, I was promoted as an Assistant Team Leader handling 6 agents to monitor their tasks and to extract the common errors they incur.
Insurance Claims Specialist
American Insurance Group Shared Services
11.2016 - 02.2018
- Handling Customer service support for Insurance holders. Filing claims, billing, explaining client coverages and benefits.
Level 2 IT support
Atos Phils. INC
03.2013 - 06.2014
- Worked as a Level 2 IT support for all Atos employees worldwide.
- RESPONSIBILITIES:
- Responsible for password resets for all Atos employee tools.
- Responsible to create tickets for hardware issues and assign to IT personnels on each country we support
- Handling software issues such as email client configurations.
Customer Service Representative
Results Manila
09.2010 - 05.2012
- Worked as a Customer Service Representative for an Insurance account, and has been assigned as a Mentor on December 2010. Eventually handled a team with 16 agents.
- RESPONSIBILITIES:
- Responsible for the direct supervision of agents especially those who are enrolled for PIP (Performance Improvement Program).
- Responsible for monitoring service levels of agents.
- Responsible for reporting agents attendance for their payroll.
- Manages assigned agents to meet performance, quality, end-user satisfaction and hour's goals by providing guidance, support and education according to company processes.
- Prepares and analyzes helpful data.
- Do side by side coaching, live monitoring and on the spot coaching if necessary.
- Escalates issues when necessary.
- Takes the lead in launching program initiatives assigned by the Program manager or Assistant Program Manager.
Technical support representative
Teleperformance
04.2006 - 10.2006
- Worked as a technical support representative handling one of the biggest Internet Provider in the US. Our main responsibilities are to answer technical concerns like troubleshooting their modems/routers, resetting their passwords and to process schedules for tech dispatch.
Education
LPL Basic Training Center
12.2008
Bachelor Of Science - Information Technology
University Of The East
01.2006
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Datapro Computer School
10.2003
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Belarmino Elementary School
01.2003
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Taguig National High School
01.2001
Skills
- Performance monitoring
- Microsoft Office Suite
- Motivational leadership
- Customer focused
- Problem-solving
- Client support
- Team supervision
- Teamwork and collaboration
- Complex Problem-solving
- Attention to detail
- People management
- Documentation and reporting
References
Upon request.
Timeline
Assistant Team Leader
Optum Global Solutions
09.2018 - 05.2020
Insurance Claims Specialist
American Insurance Group Shared Services
11.2016 - 02.2018
Level 2 IT support
Atos Phils. INC
03.2013 - 06.2014
Customer Service Representative
Results Manila
09.2010 - 05.2012
Technical support representative
Teleperformance
04.2006 - 10.2006
Bachelor Of Science - Information Technology
University Of The East
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Datapro Computer School
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Belarmino Elementary School
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Taguig National High School
LPL Basic Training Center
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