Gem Monticalvo

WORK EXPERIENCE CYPHER OUTSOURCING | RIZAL PH (REMOTE) Assistant Manager (Medical Sales Account) January 2019- May 2022 GEM MONTICALVO Operations Support Pro PROFILE I am a graduate of Bachelor of Science in Psychology at Philippine Normal University. With over 10 years of experience in the contact center industry, I’ve developed many skills in many areas and am known to wear many different hats throughout the day. I am a self-motivated, result-oriented individual who is proficient in prioritizing and completing tasks in a timely manner, yet flexible to multitask when necessary. I am customer-focused with diverse industry experience including offshore and business process outsourcing. I enjoy learning new programs and processes. I am a team player who is attentive to detail and can effectively work in a fast-paced environment. SKILLS Customer Satisfaction Phone and email support Training and development Process improvement Microsoft Office, Google suit, CRM Team/account management Data entry, analysis and research Ecommerce assistant Virtual administrative assistant Telemarketing/Appointment setting Outbound/inbound sales CONTACT INFORMATION-gratefulgem- Antipolo City Managed small team of inbound and outbound. Handled escalations via phone and email. Audited calls for compliance. Provided daily and monthly reports and performance dashboards to clients. Maintained constant communication with client and great relationship via assisting their inquiries and providing constant update. Assisted in refining procedures, defining best practices, and correcting reported issues. Prior to being promoted as assistant manager, I was an operations specialist, I performed the following tasks: Made cold calls to doctors and other healthcare professionals and convinced for patient sign-up. Made cold calls to patient to educate about their benefits and eventually convince to take a test. Answered inquiries about patient health benefits or requests. Answered email inquiries related to appointments and documents faxed/received. Monitored the patient's appointment and maintaining medical history. Especial task: Made outbound sales calls to potential buyers and offered free demo (of our client's product). Presented live demo (via video meet) to clients who accepted the free demo. LUXO LIVING | NSW AUSTRALIA (REMOTE) Administrative Assistant (Ecommerce) July 2018 - December 2018 Answered inbound calls for order processing and general inquiries. Sold high-quality furniture to prospective clients via outbound calls. Answered email inquiries about order replacement, tracking status, and other general inquiries. Maintained consistent effective communication with the dispatch team making sure all orders arrive on time. Monitored inventory in the warehouse as well as invoices and submit for payment. Maintained client's online accounts and report on a daily basis. Assisted manager in day to day administrative task UNITEDHEALTH GROUP | MCKINLEY, TAGUIG PH Sr. Process Trainer (Healthcare account) August 2011 - November 2017 Conducted effective delivery of training programs across the organization. Maintained training reports/dashboard and sends to stakeholders. Provided regular coaching and feedback. Conducted remedial pieces of training for gaps/needs identified through call monitoring. Developed and monitored process improvement tools. Was responsible for planning, scheduling, execution, and measuring of training. Designed and developed agenda and curriculum. Partnered with operation teams to address training needs & review for effectiveness through planned review meetings. Prior to being promoted as process trainer, I was an Intake Coordinator, then a Subject Matter Expert. My function includes but Answered phone and email inquiries about patient's health coverage and prior authorization requirements. Set an appointment with Medical Director for a Peer-to-Peer discussion about a denial. Handled escalation calls. Contributed in six sigma projects by sharing best practices and ideas. Monitored calls and provided appropriate coaching. HINDUJA GLOBAL SOLUTIONS | EASTWOOD, QUEZON Customer Service Representative (Healthcare account) June 2009 - July 2011 Answered inbound calls about health insurance coverage and claims. Educated providers about member's plan copay and/or deductible as well as any prior authorization requirements. Processed claims submitted by providers within a given turnaround time. Reported any billing dispute and incorrect plan premium. ICT MARKETING SERVICE INC. | EASTWOOD, QUEZON Customer Service Representative (Telco) April 2008 - March 2009 Provided excellent support by ensuring first call resolution for members who have problems or inquiries about their phone, bill, and service line provider. Upsold phone and line services. Processed top-ups and credit card payments.