Rezie Joy Ovalles
Menorca
Montalban Rizal
Summary
Knowledgeable and dedicated customer service professional with extensive experience in BPO industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
12
12
years of professional experience
4
4
years of post-secondary education
Work History
Customer Service Representative
Concentrix
Quezon City
08.2021 - Current
- Offered advice and assistance to Delivery Persons, paying attention to special needs or wants.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided primary customer support to internal and external customers.
Customer Claims Specialist
Hinduja Global Solutions
Quezon City
05.2014 - 08.2021
- Conducted full benefits and claim investigations and reported updates.
- Understood requirements for disputes, gathered evidence to support claims and prepared customer cases to handle appeals.
- Monitored compliance with regulations and industry best practices to promote fair and proper treatment for insured customers.
- Performed administrative duties by verifying documentation, researching facts and contacting other parties involved to determine fault percentages and minimize potential losses.
- Responded to inquiries by answering questions, providing information and directing customers to appropriate resources.
- Reviewed insurance and claims documents to verify required information and secure any missing data for settlements.
- Provided advice to customers regarding claims, rights and insurance processes to prevent disputes.
- Maintained strong knowledge of basic medical terminology to better understand services and procedures.
- Communicated verification and authorization status update to facilitate decision-making for patient admissions and insurance coverage.
- Verified client information by analyzing existing insurance benefits.
- Resubmitted claims after editing or denial to achieve financial targets and reduce outstanding debt.
- Maintained confidentiality of patient records, and health statuses.
- Assured timely verification of insurance benefits prior to patient procedures or appointments.
- Checked documentation for accuracy and validity on updated systems.
- Made contact with other insurance carriers to discuss policies and individual patient benefits.
Lottery Attendant
AMDA Enterprises
Montalban Rizal
02.2012 - 03.2014
- Monitored customers and searched for violations of gaming regulations and casino/lottery policies.
- Cleared and cleaned tables, bars and machines.
- Cashed out jackpots
- Interacted with casino customers by answering questions, addressing concerns and handling escalations.
Education
Bachelor Of Arts Major In Christian Education - Education
Harris Memorial College
Taytay Rizal 05.2001 - 12.2004
No Degree - Medical
TESDA Caregiving NC II
Taytay Rizal 07.2022 - 11.2022
Skills
Report preparation
Sales expertise
Complaint resolution
Multi-line phone talent
Creative problem solving
Timeline
No Degree - Medical
TESDA Caregiving NC II
07.2022 - 11.2022
Customer Service Representative
Concentrix
08.2021 - Current
Customer Claims Specialist
Hinduja Global Solutions
05.2014 - 08.2021
Lottery Attendant
AMDA Enterprises
02.2012 - 03.2014
Bachelor Of Arts Major In Christian Education - Education
Harris Memorial College
05.2001 - 12.2004