MAY DAQUIOAG

• Processed medication refills for patients via CenterWell Pharmacy (Humana’s official mail-order and specialty pharmacy).
• Coordinated shipping, prescription transfers, and fulfillment statuses for high-priority specialty medications.
• Adjudicated medical insurance claims, verified provider billing codes, and reviewed coverage details against policy guidelines.
• Served as an appointment setter, coordinating directly with members and healthcare networks to schedule medical consultations.
• Navigated daily customer operations using Genesys Cloud to manage high-volume inbound inquiries from healthcare members and providers.
• Maintained absolute data privacy by routing all network traffic through a secure VPN for HIPAA and PHI confidentiality.
• Utilized Salesforce CRM (Classic & Lightning) to track member profiles, update medical claim records, and manage care escalations.
• Leveraged Cresta Pilot real-time behavioral guidance, interacting with the Tap Agent feedback loop to streamline responses and lower AHT.
• Engaged in team huddles, coaching sessions, and metrics reviews via Microsoft Teams.
CenterWell +1

• Managed comprehensive administrative tasks, handling database entries, email correspondence, and customer files.
• Utilized Google Workspace (Google Calendar, Maps, and Sheets) to research, draft, and schedule detailed travel itineraries and flight timetables.
• Handled client communications, documented traveler preferences, and processed transaction records securely.
• Resolved booking changes, cancellations, and urgent customer inquiries via live channels to maximize retention.

• Provided front-line customer care and troubleshooting support for international accounts.
• Documented accurate call logs, updated account information, and routed complex tech support issues to backend tiers.
• Met strict performance metrics including CSAT, Quality Assurance (QA) scores, and target occupancy rates.

• • Delivered multi-channel customer relations support within a high-tempo corporate framework.
  • Managed service logs, resolved customer complaints, and performed administrative database updates.

• Operated multi-line private branch exchange (PBX) switchboard systems to route incoming corporate communications globally.
• Greeted callers professionally, verified routing directions, and logged messages with zero error rates.

• Maintained high-standard concierge and customer care systems for international five-star hospitality guests.

• Supported account distribution, generated order records, and facilitated basic account maintenance workflows.

• Managed scheduling and calendar coordination for multiple executives, ensuring optimal time utilization.
• Answered and screened calls to provide information, schedule appointments and take detailed messages.
• Completed business correspondence, transcription, and data entry.
• Ensured client deliverables were met on time by closely monitoring deadlines and coordinating task completion across teams.