Rose Jean Martin
Customer Service Representative Sr
Cebu ,Cebu City
Summary
Dynamic customer service professional with extensive 7 years experience at Optum Global Solutions, excelling in issue resolution and attentive listening. Recognized for enhancing provider satisfaction and loyalty through effective claims management and empathetic communication. Proven track record of exceeding performance metrics, fostering strong relationships, and ensuring dependable service in high-pressure environments.
Overview
10
10
years of professional experience
Work History
Customer Service Representative Senior
Optum Global Solutions
10.2018 - Current
- Manages inbound/outbound calls, assisting providers with health benefits, eligibility, claims and appeals concerns.
- Resolved provider complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced provider satisfaction by promptly addressing concerns and providing accurate information.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
Customer Service Representative
Convergys
06.2016 - 03.2017
- Fostered strong relationships with healthcare providers, leading to higher retention rates.
- Enhanced customer satisfaction by efficiently resolving provider inquiries and concerns.
Education
Bachelor of Science - Accounting Technology
Western Leyte College
Ormoc City, Leyte, Philippines 05.2001 -
Skills
Multiskilled advocate of provider services
Cross trained skills for TTUP AND PPSI program
Complaint resolution
Passion for provider satisfaction
Flexible in any given task
Excellent customer service
Flexible team player
Good listening skills
Accomplishments
- Collaborated directly with clients from HRSA in assisting providers about relief funding inquiries and reporting compliance assistance and assisting providers about claims inquiry about covid related services for uninsured members.
- Consistent Performance awardee.
- Hall of Fame awardee.
Timeline
Customer Service Representative Senior
Optum Global Solutions
10.2018 - Current
Customer Service Representative
Convergys
06.2016 - 03.2017
Bachelor of Science - Accounting Technology
Western Leyte College
05.2001 -