Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Joan Kristine Samala

Poway,CA

Summary

Dynamic Patient Access Advocate with proven expertise at Neovance in case management and exceptional communication. Skilled in analytical reasoning and problem-solving, I successfully managed complex caseloads, enhancing client satisfaction and fostering strong relationships. Recognized for delivering timely resolutions and maintaining confidentiality while supporting individuals in navigating essential services.

Detail-oriented individual with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives.

Overview

19
19
years of professional experience

Work History

Patient Access Advocate

Neovance
07.2019 - Current
  • Worked effectively with fellow team members to coordinate effective solutions to any question or concern.
  • Delivered friendly service and offered expert support in every interaction during Incoming and Outgoing calls
  • Established trusting relationships with clients by maintaining open lines of communication throughout the entire representation process.
  • Managed complex caseloads received via phone call, faxes or Provider Portal with diligence, prioritizing tasks to ensure timely resolution of cases.
  • Assisted with applications and collected required paperwork to help individuals register for supportive services.
  • Assisted individuals in navigating processes and procedures to resolve issues, understand rights and express views.
  • Maintained positive relationships with community to build and nurture dynamic partnerships.
  • Made referrals to appropriate services, following up to confirm patients received access to required care.
  • Conducted pre-screening activities to determine eligibility for supportive services.
  • Managed sensitive cases with discretion, protecting client confidentiality and trust.

Customer Service Call Center Supervisor

Tata Consultancy Services (TCS)
06.2014 - 02.2018
  • Managed escalations effectively, resolving complex issues quickly while maintaining high levels of professionalism and empathy towards customers.
  • Provided ongoing feedback to team members, leading to improved communication skills and conflict resolution abilities.
  • Collaborated with other departments to develop cross-functional initiatives that enhanced the overall customer experience.
  • Enhanced knowledge sharing among team members through weekly meetings that included collaborative problem-solving exercises.
  • Coached and mentored agents for increased performance, resulting in higher customer service ratings.
  • Analyzed call center metrics to identify areas of improvement and implemented targeted action plans for each issue.
  • Championed a customer-centric approach within the call center, fostering a culture that prioritized empathetic communication and efficient problem resolution.
  • Reduced call wait times by optimizing agent schedules and monitoring workforce management system.
  • Conducted regular performance evaluations for team members, offering constructive feedback for continuous improvement in their roles.
  • Improved customer satisfaction by implementing new call center strategies and streamlining processes.
  • Developed tailored coaching plans for each agent based on their individual needs, leading to increased performance and job satisfaction.
  • Resolved issues by clarifying customer's complaints, determining causes of problems and selecting best solutions.
  • Responded to customer inquiries and queries to provide thorough and speedy resolutions.
  • Built strong relationships with field operations team to support business development opportunities and improve service.
  • Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
  • Completed bi-weekly payroll for 20 employees.

Call Center Supervisor

Convergys
08.2008 - 11.2013
  • Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
  • Trained team members on performance metrics and consumer behavior identification.
  • Developed process controls and metrics for daily management of call center.
  • Achieved high-quality service levels by continuously monitoring calls and providing constructive feedback to agents.
  • Enhanced team performance with consistent coaching, feedback, and development opportunities.
  • Improved customer satisfaction by effectively resolving escalated issues and providing timely support.
  • Reduced average handle time through the implementation of effective call handling techniques and scripts.
  • Increased first-call resolution rates by equipping agents with comprehensive knowledge of products and services.
  • Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques.
  • Maintained open lines of communication between management and staff, fostering a transparent workplace culture that encouraged collaboration and innovation.
  • Collaborated with other departments for seamless coordination in addressing customer concerns, resulting in faster issue resolution.
  • Promoted employee engagement by recognizing outstanding performance and rewarding top performers accordingly.
  • Oversaw employee performance to foster accurate prioritization and achievement of sales and productivity goals.
  • Designed customized performance evaluations for individual agents to highlight strengths as well as areas for improvement.
  • Executed Monthly Performance Plans with representatives to to identify production gaps.
  • Coordinated with IT department to ensure seamless operation of call center technologies, minimizing downtime.
  • Fostered positive work environment, reducing staff turnover by focusing on team-building activities and open communication.
  • Facilitated cross-training programs, enabling team members to handle wider range of inquiries.
  • Initiated regular team meetings to discuss challenges and share best practices, fostering culture of continuous improvement.

Call Center Representative

PeopleSupport (Philippines), Inc. - ORBITZ
01.2006 - 07.2006
  • Managed high call volumes while providing exceptional customer support and maintaining professional composure.
  • Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
  • Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
  • Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.

Education

No Degree - Nursing

Remedios Trinidad Romualdez Medical School
Metro Manila, Philippines
04-2005

Skills

  • Document filing
  • Document review
  • Analytical reasoning
  • Benefits administration
  • Active listening
  • Collaboration and teamwork
  • Interpersonal skills
  • Case management
  • Team collaboration
  • Creative and critical thinking
  • Document management
  • Written communication
  • Effective multitasking
  • Time management
  • Support services
  • MS office
  • Exceptional telephone etiquette
  • English and Tagalog fluency
  • Deadline adherence
  • Database management
  • Problem-solving
  • Teamwork
  • Multitasking
  • Effective communication

Languages

English
Full Professional

Timeline

Patient Access Advocate

Neovance
07.2019 - Current

Customer Service Call Center Supervisor

Tata Consultancy Services (TCS)
06.2014 - 02.2018

Call Center Supervisor

Convergys
08.2008 - 11.2013

Call Center Representative

PeopleSupport (Philippines), Inc. - ORBITZ
01.2006 - 07.2006

No Degree - Nursing

Remedios Trinidad Romualdez Medical School

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Joan Kristine Samala