Experience

AMPIAN HR

• United States
• Human Resources Services
• 1 - 100 Employee

• Revenue Cycle Management

  • Oct 2022 - Present

  - Identifying patient reimbursement issues, ensuring that claims, denials, and appeals are efficiently processed, and resolving billing-related issues. - Utilizing medical billing software, that healthcare facilities use to track patient care episodes from registration and appointment scheduling to the final payment of a balance. - Overseeing the claims process, monitoring reimbursement rates, working with insurance companies, practicing revenue cycle management (RCM) techniques - Uses Avea as a billing software, and benefits verification CRM Show less



Emma – The Sleep Company

• Germany
• Manufacturing
• 700 & Above Employee

• Customer Success Manager

  • Dec 2021 - Oct 2022

  The main goal is to unify sales and the success of the team. Part of many stages of the customer relationship and has a high-level view of the customer lifecycle. • Leading strategic projects to ensure market growth and cost reduction. Leading to less customer complaints. • Ensuring customer retention and partnership with respectable entities in the market. • Daily operations management. Providing real-time and reactive support to our call center partners.• Vendor and KPI management. Support and measure BPO vendors on action plans, performance, and KPI's through daily, weekly, monthly and quarterly business reviews• Coaching and development. Creating and building processes to ensure standardized support. Show less

• Customer Service Manager

  • Oct 2020 - Dec 2021

  • Managing BPO vendors through KPI and scorecard monitoring/tracking, answering Level 1 and 2 inquiries from CS agents, coaching on behaviors, when necessary, based on trending agent behaviors identified, participating in QA calibrations• Managing escalations both via emails and social media• Conducts training and facilitate team huddles for process updates• Identifies any sort of bottlenecks in operation and suggest solutions to internal and external stakeholders so that the team can provide excellent service to customers• Analyzes customer needs and inquiries and build quantified data for continuous improvement of internal processes while keeping a high quality of customer service• Handling Australia and New Zealand markets Show less



Shopee

• Singapore
• Technology, Information and Internet
• 700 & Above Employee

• Customer Service Team Leader

  • Jun 2020 - Oct 2020

  - Managed a team with 15 customer service representatives - Handles a local in-house eCommerce account for both calls and emails - Responsible to do coaching and mentoring team members - Aids a team member on how to answer phone calls or emails from customers to provide quick resolution of issues and questions - Managed a team with 15 customer service representatives - Handles a local in-house eCommerce account for both calls and emails - Responsible to do coaching and mentoring team members - Aids a team member on how to answer phone calls or emails from customers to provide quick resolution of issues and questions



HGS - Hinduja Global Solutions

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Operations Team Lead

  • May 2011 - Mar 2020

  o Managed a team which consists of 15 to 20 FTEs. o Provides direct leadership, guidance, and support to ensure the creation of a positive (productive) work atmosphere and team spirit. o Addresses CCA needs and concerns, performance and motivation issues, and conflicts. o Sees the operations during assigned shift concerning staffing and queues, technical and systems problems, coordination with other departments and other activities that may need supervision. o Manages delivery of service on the floor and make real-time decisions to optimize resources to meet service issues and demands. Manage real-time performance (queues, response times, abandoned sessions, handling time, etc.). o Serves as the associates’ point of contact for any HR related issues. o Encourages agents to participate in any Work Life Balance activities and Outreach Programs organized by the company. o Been involved with client meetings and forums. o Serves as next escalation level for client-specific issues on the floor. o Handles tasks delegated by my manager and acts as POC. Show less