RAQUEL CABALLA
Tagaytay City
Summary
Experienced HR and Customer Engagement Specialist with over 10 years of expertise in a multicultural BPO environment. Recognized as a subject matter expert and quality analyst at a Fortune 500 company. Proficient in handling essential administrative tasks, including client communication, data entry, and process analysis, to provide practical business solutions. Demonstrated exceptional coordination skills as the main point of contact for internal and external stakeholders, showcasing a proven ability to work collaboratively with cross-functional teams.
Overview
15
15
years of professional experience
Work History
Onboarding/ Contractor Specialist
Pride Global Phils.
Remote
02.2023 - 01.2025
- Facilitated smooth and efficient onboarding/offboarding processes, aligning practices with company culture.
- Regularly checked in with contractors, approximately 50 calls or emails per week to support and fulfill their needs, enhancing overall satisfaction.
- Supported resolution of questions concerning employee compensation and benefits.
- Coordinated termination communications for end-of-contract scenarios.
- Delivered outstanding service to customers to maintain and extend relationships for future business opportunities.
- Managed multiple projects simultaneously while maintaining strict adherence to deadlines and budgets.
- Consulted with customers to assess needs and propose optimal solutions.
- Established long-term relationships with clients, resulting in increased repeat business.
- Collaborated with cross-functional teams to ensure seamless project execution and delivery.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
Subject Matter Expert
TaskUs Phils.
Remote
05.2020 - 02.2023
- Streamlined processes to increase efficiency, enabling teams to complete tasks ahead of schedule.
- Enhanced team performance by providing expert guidance on critical projects and strategic initiatives.
- Mentored junior team members, contributing to their professional growth and development.
Claims Quality Analyst
United Health Group (Optum)
Quezon City, Phils.
01.2015 - 03.2020
- Monitored and assessed agent service performance. Completing approximately 75 agent evaluations per week.
- Conducted up-trainings and call calibration sessions to align stakeholders with current standards.
- Analyzed quality and performance data to support operational decision-making.
- Created and revised procedures, checklists and job aids to reduce errors.
- Evaluated vendor performance by conducting regular audits, ensuring adherence to established quality standards and requirements.
Medical Insurance Verification VA,Part Time-Remote
Kinetic Sports Rehab
Seattle, Washington
05.2017 - 10.2019
- Input medical data into system database with high accuracy & efficiency while adhering to HIPAA regulations and maintain strict patient data confidentiality
- Supported completion of assigned data entry deliverables.
- Maintain organized records and filing systems to facilitate easy retrieval of data
- Verified entered data against source documents to maintain consistency across multiple platforms within the organization.
Sr. Customer Care Associate
Convergys Corp. Phils.
Sta. Cruz Manila, Philippines
05.2010 - 12.2014
- Supported healthcare professionals with patient benefits and eligibility details.
- Managed inquiries related to claims and appeal status.
- Responded to questions about insurance plans and benefits.
- Participated in regular team meetings and trainings to stay up-to-date on industry trends and best practices for delivering outstanding customer support.
- Managed 30-40 calls per day and some email follow up, if needed.
Education
Bachelor of Science - Commerce
Cor Jesu College, Inc.
Digos City, Davao Del Sur Phils.Skills
- Calendar Management
- Zendesk
- ATS Tools
- Slack
- VMS Tools
- Office 365
- RingCentral
- Zoom
- Attention to detail
- Time management
- Teamwork and collaboration
- Problem-solving abilities
- Relationship building
- Fast learner
- Highly organized
Languages
English
Upper intermediate (B2)
Filipino
Advanced (C1)
Profile
RAQUEL CABALLA, +63927-224-9908, kellicaballa1@gmail.com, 71 Tolentino East, Tagaytay City, Cavite, 4120, Philippines
Timeline
Onboarding/ Contractor Specialist
Pride Global Phils.
02.2023 - 01.2025
Subject Matter Expert
TaskUs Phils.
05.2020 - 02.2023
Medical Insurance Verification VA,Part Time-Remote
Kinetic Sports Rehab
05.2017 - 10.2019
Claims Quality Analyst
United Health Group (Optum)
01.2015 - 03.2020
Sr. Customer Care Associate
Convergys Corp. Phils.
05.2010 - 12.2014
Bachelor of Science - Commerce
Cor Jesu College, Inc.