April Antonio

 APRIL C. ANTONIO ABC APARTMENT MAHARLIKA RD. BRGY. SAN SALVADOR BARAS, RIZAL-- CAREER OBJECTIVES To be highly involved in the operations of a company where I can develop my skills, discover more of my abilities and a position wherein I can grow professionally and would make more efficient. EDUCATIONAL ATTAINMENT-University of Rizal System Bachelor in Elementary Education Major in Science-Baras National High School-Arteche Central Elementary School PROFESSIONAL EXAM TAKEN Licensure Examination for Teacher (Elementary Level) September 2008 Passed WORKING EXPERIENCE BALSAM HILL INTERNATIONAL Customer Loyalty Specialist for Front Office -HOMEBASED Manila PH SEPTEMBER 2021 – JANUARY 2022 -HOMEBASED Manila PH OCTOBER 2020 – DECEMBER 2020 -HOMEBASED Manila PH OCTOBER 2019 – DECEMBER 2019 -HOMEBASED Manila PH OCTOBER 2018 – JANUARY 2019 Delivers excellent and delightful customer service through email and live chat support across different brands by meeting various Service Level Agreements and Key Performance Indicators. Communicates and coordinates with various colleagues and managers to ensure customer issues are resolved appropriately. Understands company policies and procedures and knows when to escalate and de-escalate customer service-related issues. Handled UK bucket and ensures that all cases are updated in the back-end system in an accurate and timely manner and as required. Directs requests and unresolved issues to the designated team/department. Delivers tasks and projects as assigned. BALSAM HILL Customer Loyalty Specialist for Front Office HOMEBASED Manila PH OCTOBER 2017 – JANUARY 2018 Delivers excellent and delightful customer service through email and live chat support across different brands by meeting various Service Level Agreements and Key Performance Indicators. Communicates and coordinates with various colleagues and managers to ensure customer issues are resolved appropriately. Understands company policies and procedures and knows when to escalate and de-escalate customer service-related issues. Ensures that all cases are updated in the back-end system in an accurate and timely manner and as required. Directs requests and unresolved issues to the designated team/department. Delivers tasks and projects as assigned. XEROX BUSINESS SERVICESONE E-COM BLDG HARBOR DRIVE PASAY CITY PHILIPPINES CUSTOMER SERVICE REPRESENTATIVE JULY 2012-AUGUST 2017 NON-VOICE ACCOUNT (Accounts and Billing) Handles concerns about unauthorized charges, refund and disputes about online purchases, including quality issue of the product. Provide basic troubleshooting about account creations and account services. ACCENTUREEASTWOOD CITY, LIBIS QUEZON CITY PROJECT HEARTBEAT CLAIMS ANALYSTMAY 2011-JUNE 2012 Process claims from entry up to pricing in 3 states. Decipher and search file or documents that was related to the claims submitted by the claimant and judge it whether it is payable or needed supporting documentation according to the protocol or SOP of the insurance. Assist other functions that have bulk inventory. Meet or exceed productivity and quality standards as they determined by the business needs on a continuous basis. PROJECT MAKALUPIONEER, MANDALUYONG CITY CLAIMS ANALYSTAUGUST 2009-APRIL 2011 Process claims from entry up to adjudication and made some adjustment as needed. Decipher and search file or documents that was related to the claims submitted by the claimant and usage, it whether it is payable or needed supporting documentation according to the protocol or SOP of the insurance. Handles IRL claims and ensures aged items were processed as soon as possible. Sends a daily report to clients on the status of the claim and escalates if there is an issue. Assist other functions that have bulk inventory. Meet or exceed productivity and quality standards as they determined by the business needs on a continuous basis. PMBSIEDSA, MAKATI CITY CLAIMS ANALYST AND PDM FUNCTIONAPRIL 2009-JULY 2009 Handles provider data records in the system, encodes provider information into the system's database, provides guidance to new hires and answers questions from other processors to the best knowledge I have. ePLDTVENTUSSAMPALOC, MANILA CUSTOMER SERVICE REPRESENTATIVESeptember 2008-November 2008 NON VOICE ACCOUNT (Simulscibe Account) Receives voice calls through the system, and while hearing it at the same time transcribes it into a text message and sends it to our customers. PERSONAL DATA Date of Birth:April 10, 1987 Place of Birth: Oras Eastern Samar Age:34 Civil Status: Married Citizenship:Filipino Height: 4'11" Weight: 122 lbs. Gender: Female QUALIFICATION SKILLS Computer Literate Good interpersonal skills Good communication skills Creative and organize Effective and efficient Disciplined and fast learner Can work under pressure Positive thinker TECHNICAL SKILLS Operating System Windows, Apple Application Ms Office Applications CHARACTER REFERENCES ROSE JASMINE PANGO- Team Lead, Balsam Hill US MARIEL YSRAELA AQUINO- Technical Support, Conduent GABRIEL LOSENADA- Licensed Professional Teacher