Amabel Banaria

AMABEL BANARIA #80 – 12th Avenue, Barangay Socorro, Cubao, Q.C. 1109 Email address:- ___________________________________________________________________________________ Professional Summary I am a dedicated professional with over 10 years of experience in customer service, chat support, and administrative assistance, specializing in both healthcare and BPO industries. As a Freelancer Medical VA Administrator, I gained expertise in handling medical billing, verifying CPT codes, coordinating with insurance providers, and preparing detailed reports. My background as a Chat Specialist and Customer Service Representative has strengthened my ability to deliver fast, accurate, and empathetic support, whether addressing billing inquiries, processing refunds, or guiding customers through digital platforms. I bring strong problem-solving skills, attention to detail, and adaptability in high-volume environments. With proven experience in claims follow-up, collections, technical support, and order management, I am confident in my ability to provide exceptional service and contribute to operational efficiency in any role I take on. Key Qualifications • Over a decade of experience in customer service roles (chat, voice, and blended support) • Strong track record of delivering high-quality service while meeting KPIs such as response time, accuracy, and customer satisfaction • Skilled in conflict resolution, decision-making, and handling sensitive information with professionalism • Proficient in administrative tasks, including billing, claims follow-up, reporting, and documentation • Excellent written and verbal communication, with the ability to personalize interactions for diverse customer needs • Adaptable, reliable, and collaborative team player with a strong work ethic and commitment to service excellence Work Experience Horus – Freelancer Medical VA Administrator September 2024 – April 2025 • Verified and processed 100+ CPT codes daily, ensuring 98% accuracy in billing submissions to insurance partners. • Coordinated with insurance providers to obtain claim numbers and accelerate claims resolution, reducing delays by 15%. • Prepared and submitted end-of-shift reports, improving billing transparency and communication across teams. TTEC – Chat Specialist April 2022 – November 2024 • Handled an average of 60–80 customer chats per shift, resolving inquiries related to orders, charges, refunds, and subscriptions. • Processed refunds and order adjustments with 97% accuracy, ensuring positive customer experiences. • Collaborated with drivers to resolve food delivery issues, reducing escalations by 20%. • Assisted customers with DashPass cancellations and account updates, achieving a 90% first-contact resolution rate. NTT Data – Collection Specialist November 2020 – February 2022 • Followed up with insurance companies on outstanding payments, successfully recovering delayed claims worth thousands monthly. • Submitted and tracked required documents, expediting claim approvals and reducing processing time by 10%. • Maintained detailed records in compliance with HIPAA and company policies. Sykes Asia – Chat Specialist August 2016 – April 2018 • Supported 50+ students per shift by troubleshooting eBook passcode issues, reducing recurring access problems by 25%. • Verified book orders and guided students in logging into online courses, achieving a 95% issue resolution rate. Results Companies – Customer Service Representative (Blended) May 2013 – September 2015 • Managed inbound calls and chats regarding orders, promotions, and missing items, resolving 90% of cases without escalation. • Processed replacements and refunds, ensuring customer satisfaction and repeat business. • Guided customers in account creation and order placement, increasing self-service adoption by 15%. Itouchpoint – Directory Assistant June 2011 – March 2013 • Assisted customers with directory inquiries, lotto results, and promotional coupons, handling 70+ calls per shift. • Delivered quick, accurate information, maintaining a 95% service accuracy rating. WNS – Travel Specialist November 2009 – May 2011 • Assisted customers in booking flights and hotel reservations, processing 20+ travel requests daily. • Provided trip details, rescheduled flights, and resolved itinerary issues, achieving 92% customer satisfaction. • Coordinated with airlines and hotels to secure accommodations, reducing booking errors by 15%. Technical Skills • Customer Support Tools: Zendesk, Salesforce, Freshdesk, LiveChat, Intercom • Medical & Billing Systems: Electronic Medical Records (EMR), CPT Code Verification, Insurance Claim Processing • Office & Productivity: Google Workspace (Sheets, Docs, Drive), Microsoft Office (Excel, Word, Outlook) • Communication Tools: Slack, Microsoft Teams, Zoom • Other Systems: CRM platforms, Knowledge Base navigation, Ticketing systems Core Competencies • Customer Service & Chat/Email Support • Technical Troubleshooting & Problem Resolution • Medical Billing & Insurance Coordination • Claims Processing & Collections Follow-Up • Conflict Resolution & De-escalation • Data Entry & Documentation Accuracy • Multitasking in High-Volume Environments • Strong Written & Verbal Communication • Time Management & Task Prioritization • Team Collaboration & Independent Work