Milcah Abigail Gilapon Lomocso

MILCAH ABIGAIL LOMOCSO VIRTUAL ASSISTANT CONTACT --Digos City, Davao del Sur, Philippines EDUCATION PROFESSIONAL SUMMARY Dedicated and experienced BPO professional with over 4 years of proven success in customer service, call handling, and process adherence. Skilled in handling high-volume inbound and outbound calls, resolving customer concerns efficiently, and maintaining a high level of client satisfaction. Known for strong communication, adaptability, and a detail-oriented approach. WORK EXPERIENCE 2018 - 2023 SixEleven Global Business and Solutions Inc UNIVERSITY OF SOUTHERN Healthcare Insurance Follow-up Coordinator MINDANAO KABACAN CAMPUS Bachelor of Science in Computer Engineering SKILLS ++ Administrative support Active Listening Time management and task prioritization Strong written and verbal communication Attention to detail Adaptable and quick to learn new tools/platforms Proficiency in online tools Customer service and communication FEB 22 2025 - PRESENT Prior Authorization Verification Verified prior authorization status with insurance payers via phone for various CPT codes and services; documented approvals, denials, and pending cases accurately to support timely patient care and billing. Claims Follow-up Verified prior authorization status with insurance payers via phone for various CPT codes and services; documented approvals, denials, and pending cases accurately to support timely patient care and billing. Insurance Verification Verified patient insurance benefits and eligibility for medical services by contacting payers; confirmed coverage details, copays, deductibles, and authorization requirements to support accurate billing and scheduling. Content Operations Specialist AUG 1 2024 - FEB 21 2025 Content Moderation SOFTWARE EXPERIENCE Google Workspace Microsoft Offices Suite Zoom, Microsoft Teams, Google Meet Canva Slack, Gchat CRM systems Data moderation and annotation tools Reviewed and approved/rejected over 2500 product listings daily, ensuring compliance with selling policies and relevant regulations. Reduced instances of copyright infringement by 12% through proactive monitoring and swift removal of infringing content. Improved product data quality by 8% through accurate moderation of product descriptions and image accuracy. Content Annotation Annotated and tagged product content including images, titles and description to improve category accuracy, search relevance, and user experience across the e-commerce platform. Versatile Marketing LCC APRIL 15 2024 - JUNE 14 2024 Lead Qualifier Assess the need and qualifications of potential clients to determine if they are a good fit for our product or services. Apply predefined criteria to determine our leads meet our ideal customer profile and are ready to engage with our sales process. Collaborate closely with the sales team to ensure smooth handoff of qualified leads and provide them with comprehensive background information. Infinity Telecommunications Center Corp. JUN 23 2022 - MAR 27 2024 QA Specialist - Officer-in-Charge Monitors outbound calls made by agents to assess adherence to scripts, compliance with regulations, and overall quality of customer interactions. Analyze performance metrics related to outbound calls, such as conversion rates, call duration, response rates, and customer satisfaction scores. Provide feedback and coaching to outbound agents based on their evaluations, aiming to improve their communication skills, adherence to scripts, and overall performance. Global Business Solutions Inc JAN 7 2021 - JUNE 22 2022 Agent - Team Leader Team Leadership and Management Lead and supervise a team of outbound sales representatives, providing guidance, coaching, and mentorship. Set clear goals and objectives for the team, ensuring alignment with company sales targets and objectives. Sales Strategy Development and Execution Identify new opportunities for lead generation and prospecting to fill the sales pipeline. Develop and implement effective outbound sales strategies to drive revenue growth. Training and Development Conduct regular training sessions to enhance sales skills, product knowledge, and objection handling techniques. Provide ongoing feedback and performance evaluations to team members to support their professional growth and development. Report and Analysis Prepare and present regular reports on team performance, sales forecasts, and market trends to senior management. CRM, DIALER & OTHER TOOL EXPERIENCES