April Jave Santos
29 Jurado Compound Guinayang San Mateo Rizal
Summary
Personable and dedicated customer service representative with extensive experience in industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Provider Services Representative
Carelon Global solutions
AGT Uptown BCG, Taguig City
01.2024 - Current
- Provided customer service to clients regarding their insurance coverage and billing inquiries.
- Assisted customers in navigating the online portal for self-service requests.
- Processed claims and coordinated with providers, payers, and other third parties as necessary.
- Maintained detailed records of client communications in the company's database system.
- Resolved customer complaints and escalated more complex issues to senior staff members.
- Performed data entry tasks including entering patient information into electronic medical records systems.
- Answered incoming calls from clients and routed them to appropriate personnel for further assistance.
- Developed relationships with new providers by providing guidance on how to use our systems, processes, and policies.
- Adhered to all applicable laws, regulations, standards, and procedures when interacting with customers and providers.
- Verified accuracy of submitted documentation prior to processing claims or services rendered.
- Participated in training sessions as needed to stay current on industry trends and best practices related to Provider Services Representative duties.
Technical Customer Service Representative
Afni Inc, Verizon
Quezon City, Manila
03.2021 - 12.2024
- Provided technical assistance to customers over the phone and through email.
- Maintained knowledge of current products and services, as well as industry trends.
- Assisted customers in troubleshooting hardware and software issues.
- Identified product defects and reported them to the development team for resolution.
- Set up equipment for employee use, performing or properly installing cables, operating systems or software.
- Read technical manuals, conferred with users, or conducted computer diagnostics to investigate and resolve problems.
- Resolved customer inquiries in a timely manner, ensuring customer satisfaction.
Collection Customer Service Representative
BDO Unibank
Ortigas Pasig City, Manila
09.2020 - 02.2021
- Answered incoming calls from customers regarding collections inquiries.
- Processed payments and updated account information in the system.
- Assisted customers with understanding their payment options.
- Monitored customer accounts for timely payments.
- Generated reports of past due accounts and sent to management team.
- Issued refunds to customers as per company policy.
- Developed relationships with external vendors for collection purposes.
- Analyzed accounts receivable aging reports with management to monitor collection efforts.
Administrative Assistant
First Abu Dhabi Bank UAE
Dubai UAE
09.2017 - 11.2019
- Provided administrative support to the executive team, including scheduling meetings and managing calendars.
- Organized and maintained filing systems for physical and electronic documents, ensuring accuracy and confidentiality of records.
- Greeted visitors in a professional manner, responding to inquiries and directing them to appropriate personnel.
- Composed letters, memos, reports, emails, presentations and other written correspondence as required by management staff.
- Managed incoming calls while providing information or transferring callers to appropriate personnel.
- Maintained office supplies inventory by checking stock to determine inventory level; anticipating needed supplies; placing and expediting orders for supplies.
- Ensured efficient operation of office equipment such as printers, copiers and fax machines.
- Prepared expense reports on behalf of executives in accordance with company policies and procedures.
- Updated contact lists regularly when changes occur in employee status or contact information.
- Scheduled appointments between clients and customers and internal staff members.
- Monitored progress on projects assigned by upper management.
- Coordinated and scheduled meetings, including room reservations, catering, and technical setup, for seamless execution.
- Handled confidential documents in an organized fashion according to established protocol.
Wedding Event Coordinator
Awesome Events
Marikina City
05.2014 - 06.2017
- Organized vendors for wedding events, such as caterers, florists, photographers, and musicians.
- Created detailed timelines to ensure that all aspects of the wedding ran smoothly.
- Coordinated with venue staff to arrange seating and decorations.
- Collaborated with brides, grooms, and families to plan weddings according to their wishes.
- Facilitated communication between couples and vendors throughout the planning process.
- Monitored guest lists and RSVPs leading up to the event date.
- Coordinated and allocated equipment, supplies and staff for events.
- Worked with professional and trade associations to create memorable and successful events.
- Arranged security, printing and supply vendors to meet unique requirements of each event.
Part Time Assistant Teacher
Government and Private English Tutorial
San Mateo Rizal
04.2013 - 05.2017
- Assisted classroom teacher in developing and implementing lesson plans.
- Provided individualized instruction to students who needed additional assistance.
- Supervised small group activities.
- Assessed student progress through observation, testing, and feedback from teachers.
- Attended faculty meetings as requested by the lead teacher.
- Provided one-on-one help to struggling students during study hall sessions.
- Organized instructional materials, bulletin boards, displays, and demonstrations.
- Prepared reports on student performance for administrators.
Education
Bachelor of Science - Secondary Education Major in English
All Nations College
Antipolo City04-2016
Skills
- Claims Processing
- Insurance Verification
- Data Entry
- Inbound and Outbound Calling
- Computer Skills
- Professionalism
- LiveChat Messaging
- Analytical Skills
- Problem-Solving
- Active Listening
- Calm Under Pressure
- Administrative and Office Support
- Document and Records Management
- Strong interpersonal skills
- HIPAA Compliance
- Data Management
- Goal Setting
- Task Prioritization
- Regulatory Compliance
- Needs Assessment
- Provider Relations
- Call Documentation
- Organizational Skills
- Multitasking
- MS Office
- Problem-solving abilities
- Self Motivation
- Complaint resolution
- Decision-Making
- Professional phone voice
- Sales Transactions
- Inbound Call Management
Languages
English
Full Professional
Tagalog
Native/ Bilingual
Arabic
Limited
Hindi
Limited
Certification
- Completing the QA Certification (April 2023)
- Certification of Completion FAB seminar (July 2018)
- Certificate of Completion of Field Study (March 2016)
- Certificate of Completion Product Specific Training in Verizon Account (October 2021)
- Certificate of Completion of Special Program Employment Student (April 2015)
Affiliations
- Volunteering to outreach program like feeding, giving some food packs, toys and any other public activities.
- Love to travel and trying different foods.
- Drawing, Lettering, writing and some performing of Arts activities)
- Dancing and creating a mini vlog.
Accomplishments
- Top associate in our team.
- Perfect Attendance.
Timeline
Provider Services Representative
Carelon Global solutions
01.2024 - Current
Technical Customer Service Representative
Afni Inc, Verizon
03.2021 - 12.2024
Collection Customer Service Representative
BDO Unibank
09.2020 - 02.2021
Administrative Assistant
First Abu Dhabi Bank UAE
09.2017 - 11.2019
Wedding Event Coordinator
Awesome Events
05.2014 - 06.2017
Part Time Assistant Teacher
Government and Private English Tutorial
04.2013 - 05.2017
Bachelor of Science - Secondary Education Major in English
All Nations College