Jerome Alexis Cosep

Jerome Alexis A. Cosep May 22, 1992 Blk 7 Lot 62 Marco Polo Place Brgy. Tagapo Sta. Rosa, Laguna - (M) - Education: BS Hotel and Restaurant Management June 2010 – April 2017 University of Perpetual Help Binan, Laguna Skills: Leadership Customer Service, Reporting Knowledgeable in Microsoft Office Applications and Excel Fast learner, with an ability to easily grasp and put into application new ideas, concepts, methods, and technologies. Ability to multitask and self-manage workload. Work Experience: April 1, 2024 – July 26, 2024 Freelance Billing Specialist Discovery Counseling Georgia – United States Took over billing responsibilities temporarily when the primary Billing Specialist was unavailable. Contacted insurance companies to investigate and resolve issues related to unpaid services, ensuring accurate and timely reimbursements. Encoded payments for payroll processing, maintaining up-to-date and accurate financial records. Assisted with financial record-keeping and data entry, contributing to streamlined operations. Review and verify the accuracy of billing codes and claims. Reviewing eligibility of the insurance via portals. Utilized billing software and tools to manage and track financial transactions efficiently. August 11, 2023 – March 26, 2024 Social Media Consultant IGT Solutions 3rd Floor, Ayala Malls South Park, Alabang, Muntinlupa City, Metro Manila, Philippines Act as the primary point of contact for passengers at the airport and partner airports, addressing their inquiries, concerns, and requests through social media channels. Respond promptly and professionally, resolving issues and ensuring a seamless customer experience. Collaborate with internal teams, including customer service and operations, to resolve customer issues efficiently and effectively. Act as a brand ambassador for the airline, maintaining a positive and professional online presence and representing the company's values and mission. November 2019 – October 2022 CS Shift Lead Entain Pasay, Double Dragon Tower 3, 6th floor. Manage and coordinate the daily CS operation to ensure that the resulting staff schedules are closely aligned with the needs of the business, customers, and employees. Real-time monitoring of incoming volumes across all brands in various channels (Calls, Chat, Email). Provide active support for the Reporting Analyst with producing, maintaining & administrating CS Reports. Managed schedule adherence to ensure optimal staffing and service delivery. Monitoring advisor's intra-day work status to maximize productivity and address issues proactively. Coordinated escalation management to resolve high-priority issues promptly. October 2018 – November 2019 Customer Support Advisor Entain Pasay, Double Dragon Tower 3, 6th floor. Providing customer service across all contact channels, maintaining service levels and efficiencies through both voice and non-voice communication. Stayed updated on all marketing initiatives and maintained familiarity with customer support functions and processes. Fostered open and transparent communication within the team, ensuring smooth collaboration. Proactively escalated any issues that could impact the customer experience, prioritizing resolution. Provided first-time resolution to customer contacts, considering the commercial value of each interaction. Escalated complex customer inquiries to Senior Customer Advisors and communicated investigation outcomes to customers. Undertook any additional duties as assigned and required. July 2017 – October 2018 Conversion Ops Executive Entain Pasay, Double Dragon Tower 3, 6th floor. Proactively reached out to non-funded customers across different channels, aiming to convert them into real-money players across all company market-leading brands. Contact existing real-money players through multiple channels to promote engagement, minimize churn rate, and increase lifetime value through various campaigns. Executed campaigns targeting both new and existing customers to drive new and additional deposits using diverse methods and channels. Collaborated with Brand and Product teams to stay updated on all marketing initiatives and ensure familiarity with conversion operations functions and processes for delivering the most effective customer experience. - Maintained knowledge of all marketing initiatives and kept up-to-date with Conversion Operations functions and processes. July 2009 – March 2011 Service Crew Chickois, Robinson’s Mall Sta. Rosa Character Reference: Jarvil Ola Contact Centre Manager – Entain-- Roma Diolola Senior Team Manager – Entain-- Reynaldo Oli Relationship: Assistant Manager – Training - IGT Solutions Contact number:- Email address:- Jerome Alexis A. Cosep Applicant's Signature