Vicente Jr. Velarde

• As QA, it's my tasks to validate and ensure that agents are delivering high quality performance thru pop quiz and floorwalk.
• Sending of daily reports, conducts a weekly QA talk, QA calibration meeting (monthly) and facilitates the MHC (Monthly Health Check) after the Knowledge Call session.
• Working in partnership with the operations, QA Team builds an evaluation form, along with the process of sharing the information to ensure improvements are documented as part of an overall plan.
• Attends the MBR (Monthly Business Review), weekly QA workshop with the leadership management and QA weekly discussion.

Team POC for Prior Authorization (Medical Biller):

• Responsible for providing outsourced services to customers relating to medical billing/reimbursement and other services by acting as a liaison in problem-solving, research and dispute resolution.
• Quality POC for the team who monitors, calibrates, and supports the quality standards (BIRDY/QA Guideline/HK) set by the clients and the company.
• Evaluates the markdowns incurred of the individual teammates and will assist them by initiating to file possible disputes.
• Provides coaching and feedback to the agents/teammates to ensure customer service meets the quality guideline/standard.
• Participates in the OP QA Calibration: Prior Auth - Follow Ups' Improvement Session related to Quality Assurance attended by the onshore clients and other representatives together with my Team Lead.
• Interacts with my TL for any potential quality call outs; send feedback or callout prevention.

Technical Support (TELCO):

• Interacts with my TL for any potential quality call outs; send feedback or callout prevention.
• Assists the customers in resolving technical problems, usually via phone (inbound, outbound, callback). The problems range across the entire spectrum of software and hardware: Internet connection, TV,Telephone, Mobile software malfunction or hardware breakdown.

• SME, with functional knowledge and experience on Accounts Payable and Travel & Expense processes.
• Experience in accounts payable specifically with invoicing, payments, travel and expenses.
• Clearing of vendor accounts.
• Uses Service Now (SNOW) to receive and process requests.
• Blended process: sending emails, doing inbound & outbound calls both from the vendor and the customer using various tools like SAP POs.
• Actively participate in the weekly meetings with QA for calibration.
• Ensure all emails, requests during my shift are answered and facilitated within the day.
• Processing of client receipts against open invoices.
• Responsible for extracting the Daily Control Activity Report from SAP using the country specific variants (84 countries consists of Three Regions: APAC/AMER/EMEA) and reviewed by us in order to detect any incorrect or unauthorized entries.
• Data entry into HRIS database and other databases/checklists on New or Updated employee details (end to end on-boarding).
• Update our Operational Excellence (OE Dashboard) and facilitate huddle.

• Prepares class sessions and assignments to help students grasp course content and how it integrates with overall student learning outcomes for the course.
• Teaches courses in accordance with defined course standards and outcomes.
• Creates a learning environment that encourages student involvement and participation.
• Documents students' attendance, participation, and academic progress by giving and grading assignments, projects, quizzes and/or examinations that lead to a final grade.
• Submits course grades to the Registrar by the assigned date
• Is accessible to students outside the classroom, providing ample periods of time for counseling and mentoring students in matters related to academic success, life goals, and spiritual development.