Rochelle Cagatan
Claim Analyst / Customer Service Representative
Tuburan
Summary
Results-oriented Claims Analyst with a strong background in claims review, documentation accuracy, and compliance support at Manulife Business Process Services. Skilled in analytical problem-solving and process improvement for efficient claims handling.
Dedicated Customer Service Representative with proven ability to deliver exceptional customer service through effective communication, multitasking, and personalized solutions that foster customer loyalty. Committed to enhancing customer satisfaction and loyalty through service excellence and a deep understanding of client needs.
Overview
9
9
years of professional experience
Work History
Claims Analyst
Manulife Business Process Services
05.2022 - 04.2023
- Demonstrated a high level of accuracy and attention to detail in reviewing claim documentation for approval or denial decisions.
- Managed high-volume caseloads, prioritizing tasks to ensure timely completion of all claims.
- Enhanced customer satisfaction by resolving complex claims issues in a timely manner.
- Maintained strict confidentiality with all personal data as per company guidelines.
- Supported internal audit initiatives by providing detailed documentation of claims handling procedures as required for compliance purposes.
- Worked closely with legal counsel when necessary during complex cases involving litigation or arbitration proceedings related to disputed claim outcomes.
- Collaborated with cross-functional teams to develop best practices for claim handling procedures.
- Examined claims forms and other records to determine insurance coverage.
- Doing outbound calls for follow ups if necessary to the beneficiaries.
Customer Service Representative
Manulife Business Process Services
08.2016 - 05.2022
- Doing both inbound and outbound calls.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under customer service delivery.
- Process financial requests like withdrawals and perform trades over the phone.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Assisted customers in navigating company website and filling up the forms online.
- Responded to customer requests for products, services, and account information.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Identified and resolved discrepancies and errors in customer accounts.
Telesales Executive
Live2Sell Group Of Companies
06.2014 - 01.2016
- Managed a database of leads, ensuring timely follow-up calls and accurate recordkeeping.
- Increased average call duration by refining scripts for better engagement with potential customers.
- Boosted sales revenue by implementing effective telesales strategies and techniques.
- Utilized CRM software effectively for efficient lead tracking, data analysis, and reporting on sales performance metrics.
Education
Bachelor of Science - Elementary Education
Tagoloan Community College
Tagoloan, Province Of Misamis Oriental, Philippines 04.2001 -
Skills
Customer service
Documentation workflow
Problem-solving
Product knowledge
Call management
Complaint resolution
Customer relationship management (CRM)
Live chat support
Claims review
Claims analysis
Process payments
Paperwork processing
Timeline
Claims Analyst
Manulife Business Process Services
05.2022 - 04.2023
Customer Service Representative
Manulife Business Process Services
08.2016 - 05.2022
Telesales Executive
Live2Sell Group Of Companies
06.2014 - 01.2016
Bachelor of Science - Elementary Education
Tagoloan Community College
04.2001 -
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