Emran Rose

Emran Anthony Rose 649 Fernando Road, Southboro Bridgeport P.O. St. Catherine Tel. #: - Email:- CAREER OBJECTIVE: I am a highly motivated, goal oriented individual seeking employment within your organization where I can contribute to the overall success and growth of the company while simultaneously improving my skills, self-growth and corporate work relations. EDUCATION: Infoserv 2009 St. Georges College -) QUALIFICATIONS: Certificate in Practical Networking CXC Subjects: English A (3), English B (2), Principles of Business(1), Religious Education (3)Mathematics EXPERIENCE: Sutherland Global Services (Sept 2021 – July 2022) Client Relations Officer Updating leave statuses for Amazon employees Contacting employees to update leave statuses. Contacting employees to make sure returning g to work next step is followed correctly Itel BPO Smart Solutions (Nov 2019 -Sept 2020) Client Relations Officer As a technical support associate, on the Altice Account, my responsibilities included Troubleshooting customer issues relating to their home entertainment systems; Landline, Telephone and Internet Taking and applying payments to customer accounts, updating and explaining billing queries Scheduling home visit technicians As an advanced CRO, I had the opportunity to work on the Kroger Account where I showcased my ability to respond effectively to a magnitude of emails containing customers’ queries, concerns, highlights, complaints and experiences. Here, I had the chance to use my computer skills, analytical skills and fast typing expertise. Conduent (August 2011 – Nov 2019)Lot 17G Naggo Head Portmore St. Catherine Client Relations Officer Jamaica As a second level customer service representative at Conduent, on the Humana Compbenefits account, a United Stated based company; I had the opportunity to handle member’s queries by taking inbound calls. Included in my responsibilities were the following: Providing the status of claims, letting the members know how far the process has reached, how much time is left and the normal turnaround time for processing, depending on the type of claim and the mode of submission Reviewing and reprocessing claims, for problematic claims, I reviewed them to see what the issue is as to why it has not been processed correctly, why there is a hold on it or why it is not being processed at all. If additional information is needed from the dental office a call is made to get such. Once problem has been located, a reprocess is done and the member informed accordingly Locating suitable dentists that accepts and/ or is contracted with the member’s insurance policy, whether it’s a Medicare, Commercial or Health Care Reform Policy. This ensures that they will be covered and gain the highest benefit possible Assigning primary care dentists for members depending on the type of insurance policy they have Providing benefits information about the dental insurance policy which includes type of policy, start and end dates, the networks it operates on, the detailed coverage it includes and the premiums. Handled billing queries for the Medicare and Health Care Reform policies. This included explanation of policy bill balance, bill payment amount, advising of when payments are due and how to avoid termination, along with taking premium payments Support for new and existing employees. Answering questions and conducting research to help the representative reach a resolution for the members Creating and sharing daily tips to aid the representatives in handling their calls in the most efficient manner to improve issue resolution and quality assurance Servicing escalated customer calls assisting members with queries so that a solution can be reached in a reasonable time. Providing coaching and feedback to client relation officers on call monitoring, business practices and arriving at solutions that meets customer needs Workforce Analyst Preparation of daily, weekly and monthly statistics Troubleshooting computer errors Assist with payroll duties Update banking information Supervision of 200 client relation officers Preparation of staff schedules Monitoring of computer systems and applications National Water Commission (July 2007 – August 2010) Shop #1A, Portmore Mall St. Catherine Human Resource Assistant Review and process new hire applications Conduct interviews for eligibility Receptionist Monitoring of inbound calls Logging reports of leaks Managing and maintaining confidential records SKILLS & ABILITIES: Communication Get along very well with superiors and subordinates Competent in written and oral correspondence in English Excellent listening skills Possess excellent interpersonal and customer service skills Very good problem-solving skill. Leadership Possess the ability to motivate teammates Develop new ideas and projects to promote efficiency and effectiveness Excellent analytical skills Computer Knowledge Competence in the following computer applications: Microsoft Word Microsoft Excel Power Point Special Skills: Proficient in time management Ability to make and adapt to change quickly and accurately Ability to independently make decisions and exercise good judgment Ability to deal professionally, courteously and tactfully with the public and co-workers Completes assigned tasks timely and accurately Reliable and Dependable Work well as a team or Independently Ability to motivate individuals to perform Multitasking Organizational skills Powerful Motivator INTERESTS: Sagicor 5K Run for Charity (February 2016) Digicel 5K Run for Charity (October 2015) Guardian Life 5K Run for Charity (May 2018) Assisting with children Homes Treats REFERENCE: Upon request