Raiza D. Pascua
Baguio City,BEN
Summary
Developed skills in fast-paced support environment, excelling in problem-solving and technical troubleshooting. Demonstrates strong analytical abilities and effective communication, ensuring efficient resolution of complex issues. Seeking to leverage these transferrable skills in new and challenging field.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Support Analyst (General Virtual Assistant)
Giant International Software Station
03.2023 - 09.2023
- Helping our client with their businesses
- Providing informations on how to navigate and use our system
- Helping them with scanning issues of their products
- Helping them how to fill out our templates
- Answering more on emails
- Setting up meetings in Microsoft Teams and in Zoom
- Outlook is our main tools to communicate with our client Sending them emails and all
- Slacks is our main tool to communicate with our colleagues
- And the main tools we are using when it comes to uploading their product list is Excel
- Reaching out to our clients to upload their pricing files
Senior Process Executive- Voice
Cognizant
05.2022 - 12.2022
- It is like an admin task which we are directly communicating with our client
- We are helping them to look for a nearest dump site with the specific are/location
- We also gathering information of dump site like the longitude and latitude of the area
- We also put corrections if the address is not matching to what is in google and what is in the file
- Knowledgeable in Ms Teams, outlook, Ms Word, Excel and Powerpoint since this is the main tools we are using
Customer Service Representative
Cognizant (Financial Account)
01.2022 - 05.2022
- Helping customer regarding loss certificate
- Providing information on how to sell properties or transfer their properties to a specific company/person
- We do sending an forms via email if the owner of the account is deceased, we send forms to authorized user
- We are also know transfer agent too, which if they want to talk to a specific company they need to call us first and we will be the one to connect them over to the right company they are looking for
- We are also the one provides instruction on how to get stamp from their locations to be able to sell the properties
Customer Service Representative
Concentrix (Healthcare Account)
03.2020 - 12.2021
- Taking calls inbound and outbound
- Helping members to look for a specific specialist or primary care physician
- Explaining their bills why it went up, or any additional fees added on their bills
- Sending documents if they requested for replacement of ucard, the evidence of the coverage, the explanation of benefits and etc.
- Making outbound calls if necessary like if the claim or bill is coming from the doctor or provider, we do outbound calls if the member wants to make an appointment with their doctor, we do outbound call in behalf of the member to check if the doctor is accepting new patients and etc.
- Provide more information on how to earn rewards like explaining them some activities they can do where they can earn rewards
- Helping them to check if some services is covered by their plan like dental services or vision services, checking how much is their ucard balances
- Explaining to them what are the applicable and not applicable products they can purchase using their Over the counter credit and their reward balances
- Helping them to locate pharmacies, hospital and laboratories that is In Network with insurance company
- Helping them to locate gym facility that is near to their location
- Locating specialist that is In network with us
- Explaining to them how much is their copay if they are going to get in touch with In network specialist and out of network specialist
- Explaining their medicine if they are calling why the copay of this medicine go up, we do check their prescription coverage stage
- Helping members if they are looking for a specific equipment like wheelchair, or oxygen tank, we help them check vendors who provides those kind of equipment
- And explain to them what are the necessary documents they need to present for them to have the equipment example the prior authorization they need to submit to us for approval
- We make sure to explain the prescription coverage stages the Deductible, Initial Coverage stage and Catastrophic stage.
Customer Service Representative
Sitel (Billing Account)
09.2018 - 02.2020
- Taking in calls inbound and outbound
- Discussing bills to the customer and provide promotions if there is available to help them lower the bill
- Providing basic troubleshooting to their cable
- Helping them to upgrade their mobile phone to any brands and model they prefer and upgrade internet too
- Making outbound call if necessary technical error or disconnected call on our end
- Sending updates via email if promotions they have is almost expired to avoid any confusions on their bills
Service Crew
Jollibee Corporation
06.2014 - 03.2018
- Dealing customers personally and taking orders via phone for deliveries
- Providing standard procedures for preparing foods
- Stocked and replenished merchandise according to store merchandising layout
- Handling all ingredients according to Food Safety Standard, to ensure safety of all customer and co-worker
- Preparing, packaging and delivering all products according to Menu Standard
- Preparing Birthday Parties
- Providing packages for those customers who wants to celebrate special occasions in the store
- Putting design and hosting events
Education
Bachelor of Science - Hotel and Restaurant Management
University of Baguio
01.2017
Secondary -
Baguio City National High School
01.2014
Elementary -
Cypress Christian Foundation School Inc.
01.2010
Skills
- Good Communication skills
- Flexible
- Work under pressure
- Optimistic
- Goal Oriented
- Problem Solver
- Trustworthy
- Hard working
- Eager in learning
- Fast learner
- Team player
Certification
I hereby certify that the above statement are true and corrects.
Skillsandcompetence
- A person of good moral character
- With Good Communication skills
- Flexible and can work under pressure
- Optimistic and Goal Oriented person
- Problem Solver
- Trustworthy and hard working
- Eager in learning and fast learner
- Team player
Timeline
Support Analyst (General Virtual Assistant)
Giant International Software Station
03.2023 - 09.2023
Senior Process Executive- Voice
Cognizant
05.2022 - 12.2022
Customer Service Representative
Cognizant (Financial Account)
01.2022 - 05.2022
Customer Service Representative
Concentrix (Healthcare Account)
03.2020 - 12.2021
Customer Service Representative
Sitel (Billing Account)
09.2018 - 02.2020
Service Crew
Jollibee Corporation
06.2014 - 03.2018
Secondary -
Baguio City National High School
Elementary -
Cypress Christian Foundation School Inc.
Bachelor of Science - Hotel and Restaurant Management
University of Baguio
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