Lovely Ann Florence Bendol

Lovely Ann Florence A. Ting-Bendol East Balabag Valencia Negros Oriental- EDUCATION: College: FOUNDATION UNIVERSITY Bachelor of Science in Commerce major in Management (2007) EXPERIENCES: SPi Global/ADEC INNOVATION (February 2011 – PRESENT) February 2014 (Present)– SPi Healthcare (Quality Assurance) To audit and ensure all invoices worked by the associates are complete and concise base on clients policies and procedures. Documents audit results concisely in an excel or PDF spreadsheet, including quality score and any coaching opportunities. Provides input surrounding policies/procedures and training documentation, including new policies or modifications to existing policies for the client and/or department. Ensures HIPAA/compliance guidelines are met and understanding of quality requirements. Maintains confidentiality of information reviewed. Handles tasks with minimal supervision. Participates in calibration sessions as needed. Facilitates dispute process between employees and leadership. Compiles weekly and monthly summary reports and shares trends to leadership. Completes other related duties as assigned. Scope: Third Party Follow Up (TPF) Verification Payment Posting February 2011 – SPi Healthcare (Claim Status Specialist) To evaluate and ensure all claims received are paid and processed correctly. Teletech (April 2007- February 2011) May 2009 – Wellpoint – ANTHEM BLUECROSS AND BLUE SHIELD - Provider’s Line CSR/Verifier/Intaker/Floorwalker Answering Provider inquiries, benefit and claims questions. Verifying agent’s calls to ensure correct information are being provided and no errors incurred. Assisting other agents on the floor most especially those who are new and in nesting. Providing tips in call handling and product updates to new agents. July 2008 – Sales Coach (ICOMS Account) Provided support to the sales team, ensuring all sales and service objectives were met. Share my skills and expertise in terms of sales to the other CSRs to help increase the site’s BRPC and reach their target metrics at the same time. April 9, 2007 – CSR (ICOMS Account - Telecommunications) Responsible for customer service in the digital equipment division, duties included answering customer queries, billing issues, problem solving and providing detailed information on new products and promos. Achievements: Received Recognition for having an Outstanding Reliability Performances for the entire months of March and April 2008 Top Associate for AHT ( 2007) 3rd in Stack Ranking (2008) 2rd in Stack Ranking (April 2008) Top Agent for Book Revenue Per Call (BRPC) CERTIFICATES Career Service Eligibility 2017 DGT aSPire University- Bronze Graduate 2016 Fraud T3 and DSAT Validation Training 2016 Introduction to Six Sigma Training for Yellow Belt 2016 Skills, Knowledge and Abilities Excellent verbal, written and interpersonal communication skills. Proficient with Windows, MS Office, Outlook and Internet Explorer. Excellent organization skills and attention to detail Demonstrates an independent work initiative, sound judgment and strong work ethic. Works cooperatively in a team atmosphere Ability to handle multiple tasks simultaneously