G-Suite
Yannah Marrela Posecion
Senior Process Executive
Dasmarinas, Province Of Cavite
Summary
Dynamic professional with a proven track record at Cognizant Technology Solutions, enhancing operational excellence and business process improvement. Excelled in workflow analysis and team collaboration, significantly boosting efficiency. Proficient in customer service and compliance, adept at driving projects to completion with innovative solutions. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
7
7
years of professional experience
5
5
years of post-secondary education
1
1
Language
Work History
Senior Process Executive
Cognizant Technology Solutions, CTS
10.2019 - Current
- Maintained a positive work environment by fostering open communication, providing constructive feedback, and recognizing team achievements.
- Supervised meetings to maintain interdisciplinary communication of process weaknesses and performance.
- Collaborated with peers to measure ongoing process performance, enacting changes based on historical data.
- Generated monthly metric reports, interpreted results and developed processes and solutions.
- Answered emails and completed interactions
quickly to meet productivity goals.
Healthcare Support Advocate
Done.
06.2020 - 09.2020
- Obtained patient information to properly record
and document demographics and medical histories. - Communicated regularly with patients about
billing issues, appointments and refills. - Interacted with multiple insurance companies to
verify patient eligibility and benefits. - Followed up with providers and health
practitioners to obtain necessary information to
complete patients' records. - Managed incoming phone or outgoing
pharmacy calls to resolve patient inquiries
regarding their refills; and refer calls to
appropriate departments, if necessary. - Assisted patients with obtaining and rescheduling
appointments.
Technical Support Advisor
Sykes Asia
04.2019 - 09.2019
- Maintained expert-level knowledge of company products to provide accurate information to clients during support calls or emails.
- Improved first-call resolution rates by developing comprehensive troubleshooting guides and knowledge base articles.
- Delivered exceptional service by empathizing with customers'' concerns and resolving their problems quickly and accurately.
- Maintained confidentiality when dealing with sensitive customer data, adhering strictly to company policies regarding privacy protection.
- Reduced call wait times for customers by efficiently prioritizing support requests and managing time effectively.
- Escalated high-priority cases to appropriate departments, ensuring swift resolution and preventing potential downtime for clients.
Healthcare Customer Service Representative
Alorica
06.2017 - 04.2019
- Managed approximately 70-80 calls incoming calls per day from our members
- Greeted customers and responded to questions
with friendly, knowledgeable assistance. - Answered telephones and provided information
about order status, store hours and pharmacy
procedures. - Verified order information against computer
database. - Completed and filed documentation for
insurance, store and liability purposes. - Assisted pharmacist by filling prescriptions for
customers and responding to patient questions
regarding prescription and medication-specific
issues. - Located and measured medications according
to prescription information, making modifications
as instructed by pharmacists and providers. - Received, processed and entered prescription
orders into pharmacy databases. - Performed safety checks when dispensing
medications to optimize patient safety.
Education
Bachelor of Science - Business Administration And Management
Pamantasan Ng Lungsod Ng Maynila
Intramuros, Metro Manila, Philippines 06.2007 - 04.2012
Skills
Workflow Analysis
Business process improvement
Operational Excellence
Efficiency Improvement
Compliance
Document processing
Claims Processing
Utilization Management
Customer Service
Team Collaboration
Time Management
Self Motivation
Software
Microsoft
Slack
Kustomer
RX Claims
EHR/EMR
Ring Central
Timeline
Healthcare Support Advocate
Done.
06.2020 - 09.2020
Senior Process Executive
Cognizant Technology Solutions, CTS
10.2019 - Current
Technical Support Advisor
Sykes Asia
04.2019 - 09.2019
Healthcare Customer Service Representative
Alorica
06.2017 - 04.2019
Bachelor of Science - Business Administration And Management
Pamantasan Ng Lungsod Ng Maynila
06.2007 - 04.2012
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