Mike Eugine Bienes

MIKE EUGINE BIENES Medical Virtual Assistant/CSR/IT SUPPORT ABOUT ME I am a dedicated and results-driven professional with over 5 years of experience in the BPO industry, including 1 year and 7 months in Tier 1 IT Help Desk support. I bring a strong background in Information Technology, offering frontline technical support, troubleshooting, and customer service with a focus on efficiency and client satisfaction. Additionally, I have extensive experience as a US Healthcare Virtual Assistant, skilled in handling administrative tasks, medical documentation, and insurance verification while maintaining HIPAA compliance. My combined expertise in IT and healthcare operations makes me a versatile asset capable of adapting to fast-paced environments and delivering high-quality support across multiple domains. Outside of work, I enjoy visiting the beach, whether spending time alone or enjoying the company of friends. WORK EXPERIENCE: APRIL 2024 JUN 2025 ● ● ● COGNIZANT TECHNOLOGY SOLUTIONS INC. Process Executive - Voice Handled 30-40 calls from healthcare providers and provide medical eligibility and benefits. Review and pull up patient medical records and laboratories. Insurance Verification. Handled Medical Billing and Claim Information and payment information to healthcare provider’s claims. Handled Prior-Authorization Case Management and provided statuses to Healthcare Providers UNISYS MANAGED SERVICES CORPORATION Data Process Support Team Leader JUNE 2022 JAN 2024 ● ● ● Monitor a total of 26 team member’s productivity and deliver weekly one-on-one coaching sessions to team members, fostering professional growth and enhancing performance. Additionally, assist with HR administrative hearings, ensuring compliance and effective resolution of employee concerns. IT Support, Data Management and project teams to ensure alignment of data processing and workflows Attended department meetings and client project launch or system updates. EXL SERVICES PHILIPPINES INC. Customer Care Executive JUN 2021 JUN 2022 ● ● ● ● APR 2020 MAY 2021 ● ● ● ● Insurance Verification. Handle 10-20 Email Support to different Departments such as Appeals and Provider Relations to coordinate health care provider contracts Handled 20-30 calls from healthcare providers and provide patient eligibility, benefits. Pulled up patient medical records. Handled Medical Billing and Claim Information and payment information to healthcare provider’s claims. Handled Prior-Authorization Case Management and provided statuses to Healthcare Providers CONCENTRIX - CVG Advisor 1 - Customer Service Representative Insurance Verification. Handle 10 Email Support to different Departments such as Appeals and Provider Relations to coordinate health care provider contracts Handled 30-40 calls from healthcare providers and provide patient eligibility, benefits Handled Medical Billing and Claim Information and payment information to healthcare provider’s claims Handled Prior-Authorization Case Management and provided statuses to Healthcare Providers APR 2017 FEB 2020 WORK GAP ● Committed to completing my studies and successfully graduating from college. THE SM STORE SEASIDE CITY - CEBU CITY Customer Service Representative OCT 2015 MAR 2017 ● ● ● ● Process Returns, exchanges, and refunds according to the store policies, ensuring customer satisfaction while adhering to guidelines for product condition and eligibility Handle Return merchandise authorization, inspect items for damage or defects Address customer complaints and escalations with professionalism and patience, striving to find satisfactory resolutions and turn negative experiences into positive ones Document customer feedback, complaints, and resolutions for quality assurance and continuous improvement purposes EDUCATION CEBU TECHNOLOGICAL UNIVERSITY Bachelor’s Degree, Information Technology Graduated: CUM LAUDE Year: 2021 PROFICIENCY IN TOOLS ServiceNow/TeamViewer Google Docs Google Sheets Google Slides Google Calendar Google Chat Google Meet Zoom Loom Drive Microsoft Office Word Microsoft Office Excel Microsoft Office PowerPoint Microsoft Office Outlook Canva Adobe Reader and Scan eClinical Works Facets Compass Citrix Workspace Availity TASK EXPERTISE Research Data Processing Team Management Creating Workflows Computer System Support IT Concepts/Support Inbox Management Calendar Management Travel & Itinerary Planning Customer Service INTERESTS Cooking Traveling Beach Hopping Music Editing Photos Video Gaming