Jenilyn Gulla Cruzada

Jenilyn Gulla Cruzada Customer Service Resolution Specialist Customer Service Specialist with more than nine years of experience on Phone Support handling Inbound Calls; Advocate of Patient Care and Expert in providing Solutions to achieve Customer Satisfaction in line with Company’s Mission and Vision. JOB OBJECTIVES To secure a long-term job, with opportunities for growth and career development, where I could impart my knowledge and skills learned through years of experience in achieving company’s success in line of my Customer Service expertise. WORK EXPERIENCES Customer Service Resolution Specialist ALORICA January 2017- December 2017 Patient Care Advocate Expert Global Solutions, Inc. May 2012-December 2016 Patient Services Representative (Controlled Group) APAC Customer Services, Inc. February 2009-April 2012 JOB DESCRIPTION SUMMARY Assists customers/patients in managing their prescription plan benefits with the tasks enumerated below: * prescription order fulfillment * tracks prescription shipments and provides detailed status of the order * answering billing inquiries, payment reversal, credit/refunds and payment processing *premium payment processing for Medicare D members * provides drug coverage information * assists in Coverage Review Process * basic web support assistance * helps in decision making during Open Enrollment period by educating the members w/ the types of plan and benefits suited to their needs and financial capacity * assists co-workers with the help of wider system functionality and overrides provided to my role as Resolution Specialist * assists new hires on training as a subject matter expert * consolidates the team’s (Resolutions Specialist) daily call trackers limited to co-worker’s inquiries and provides reports to Team Manager EDUCATIONAL BACKGROUND Bachelor of Science in Business Management Certificate in Information System Management CAVITE STATE UNIVERSITYCAVITE STATE UNIVERSITY Indang, CaviteIndang, Cavite - SPECIAL SKILLS * Knowledge of Basic and Corporate Accounting* Excellent Communication Skills * Knowledge of Visual Basic and C++ Programming * Ability to Multi-task * Knowledge of MS Office Application*Analytical Thinking Skills * Speed Typing Test 45 wpm* Great attention to details AWARDS AND CERTIFICATES * Top Patient Care Advocate * Top Patient Services Rep * Express Scripts Top Resolution Expert