Jen Ian Padilla

SUMMARY Jen Ian Padilla Block 128, Volture Street, Lot 40, Deca Homes Talomo, Davao City, Philippines -- EDUCATION BSBA - Major in Human Resources UNIVERSITY OF MINDANAO CERTIFICATIONS HIPAA Compliance Passed 2024 Workforce Management (WFM) Foundations Internal Training Highmark Blue Cross Blue Shield Completed: 2025 REFERENCE Copertino Abrogar | Manager Highmark Blue Cross Blue Shield -- Dedicated professional with healthcare customer service experience, promoted from CSR to WFM. Skilled in real-time monitoring, scheduling, and reporting using IEX Schedule, CMS Supervisor, and analytics tools. Experienced in optimizing KPIs, managing high-volume operations, and providing remote support. Eager to grow, take on new challenges, and contribute to team success. Open to exploring new roles to expand my skill set. WORK EXPERIENCE Highmark Blue Cross Blue Shield Customer Service Representative Provider Support & Member Services April 01, 2019 – February 04, 2021 Highmark Blue Cross Blue Shield Workforce Management (WFM) Mission Control Analyst February 05, 2021 – April 01, 2025 SKILLS Healthcare Knowledge – Familiar with U.S. insurance processes, claims, benefits, eligibility, HIPAA, and compliance. Workforce Management – Skilled in real-time monitoring, scheduling, and performance reporting. Tools & Tech – Proficient in IEX Schedule, CMS Supervisor, Excel, Google Workspace. Reporting & KPIs – Track call metrics and optimize service delivery. Time Management – Efficiently manages high-volume tasks with accuracy. Adaptable & Quick Learner – Absorbs SOPs, tools, and workflows with ease. Growth-Oriented – Open to new roles & opportunities for team growth.