Naphtalie Ferrez

Naphtalie Ferrez SKILLS & KNOWLEDGE Administrative Assistant / Customer Service Specialist •Business Knowledge •Organization, analysis, and problem solving •Professionalism and strong work ethic. •Verbal and written communications skills. •Can work under pressure, independently and adapts easily to fast-paced environment. •Quick and eager to learn new platforms and technologies needed for the job. •HIPAA compliant •Knowledgeable about US Healthcare Insurance system and processes •Knowledgeable about Database Management •Knowledgeable about Customer Relationship Management (CRM) software •Proficient in Windows and MS Office applications •Proficient in Data Entry PROFILE Computer-savvy, detail-oriented and conscientious Administrative Assistant / Customer Service Specialist. CONTACT WORK EXPERIENCE PHONE: - Customer Service Specialist | CONCENTRIX EMAIL:- EDUCATION Bachelor of Science in Computer Science February 2016 – Current ACCOUNT: US Healthcare Account (MEDICAL) JUNE 2017 - present CUSTOMER SERVICE SPECIALIST - CHAT SUPPORT for MEMBERS/PATIENTS • Receives 2 concurrent chats at a time from customer and assists them efficiently, professionally and with empathy about concerns and issues related but not limited to - eligibility, coverage/benefits, incentives, claims, finding providers, authorization and online accounts and all other matters related to coordination or care. • Do deep dive analysis on customer's account if dispute arises and/or if there seems to be any discrepancy on their account then take necessary action in a timely manner and make strategic and policy guided resolutions. This involves, manual audit and calculations on their claims, outreach calls to HEALTHCARE PROFESSIONALS's office and facilities and other third-party vendors and billers, coordination with other internal departments and advocates and all other actions deemed necessary to resolved customer’s issues and concerns. • Mediate between the customer and whoever is the other party involves for coordination or care. • Data Entry - Updates customer’s records and receives documents via file share and uploads them for processing. Period: FEBRUARY 2016 to MAY 2017 CUSTOMER SERVICE REPRESENTATIVE (VOICE) for PROVIDER SERVICES (HEALTHCARE PROFESSIONALS AND FACILITIES) • Received Inbound calls from HEALTHCARE PROFESSIONALS's office and facilities and other third-party vendors and billers inquiring about patient's eligibility, coverage, benefits and claims. • Offered customers first-rate customer service maximize satisfaction and business success by providing accurate information and resolution. • Used consultative techniques to understand customer's needs and make strategic and policy guided resolutions to the caller's and concerns and issues. Administrator/Business Operation Manager I PhilDHRRA-Partnership Center(PC) September 2007 - September 2010 TASKS AND RESPONSIBILITIES: Business, Property & Facilities Management • Developed, improved and implemented building policies and procedures. • Exceeded goals through effective task prioritization and great work ethic. • Supervised the general maintenance & security of the building and clients while in the Center's premises. • Prepared & implements Center’s annual plans and budget • Monitors and ensures the business’ generation of income, timely payment of liabilities and ensures zero uncollected receivables. • Ensured Regulatory Compliance Customer Service & Relationship Management • Marketing of PC facilities and services, Develops and implements promotional schemes and programs • Ensured customer’s satisfaction and maintain good relationship and services Catering Service Management • Supervised the daily operation of the canteen and catering services • Monitored expenses of the canteen/catering making sure that expenses are within the specified budget. • Conducts inventory & generate reports on wet & dry goods and building physical assets. • Worked with local and International clients and customers to understand needs and provide excellent service. Human Resource Management • Motivated the team to achieve goals in a timely manner • Ensured harmonious relationship among staff and great work environment. • Conducts annual job evaluation and performance • Monitors timely implementation of staff benefits, personnel rules and regulations as stated in Manual of operation. Administrative Assistant | PhilDHRRA-Partnership Center (PC) August 2002 - August 2007 TASKS AND RESPONSIBILITIES: • Received and monitored all reservations for the use of PC facilities and business center’s services • Registered and attended to guest’s and tenant’s inquiries and requests. • Received and forwards all incoming calls for PC and records and distributes all incoming mails/bills • Ensured proper charging of utilities and facilities of building tenants and guests. • Conducted daily & monthly inventory of all wet and dry groceries and kitchen stocks • Conducted annual inventory of all office equipment, furniture and fixtures. Administrative Assistant | JEMAR Manpower Services October 2000 - July 2002 TASKS AND RESPONSIBILITIES: • Ensured that the client’s demands for manpower supply are met on time. • Ensured the compliance of the company to statutory requirements • Conducted interviews & screening of applicants for deployment • Generated Financial Reports • Attended to worker’s concerns & welfare especially during emergencies in work areas • Billing & Payroll Credit and Fraud Analyst | EXPRESS TELECOMMUNICATIONS Co. Inc. October 1996 - September 200 TASKS AND RESPONSIBILITIES: As Credit Analyst: • Rendered customer service to any phone-in and walk-in subscribers for any concern they may have. • Evaluated conducted credit investigation and approved application of mobile phone line for credit subscriptions of walk-in clients and/or facilitated by dealers /agents. Assist branch’s staff and take appropriate actions on all escalated complaints. • Conducted training on newly hired staff for deployment on Luzon branches and Conducts orientation on credit subscription procedures and policy to all dealers and agents under Luzon branches. • Created churn analysis and generates reports. • Took part in minimizing credit risk exposure of the company by monitoring the implementation of credit scoring and policies. ·As Fraud Analyst: • Analyzed alarms and conduct investigation on all possible cloned accounts thru watchdog system • Analyzed alarms and conduct investigation on all possible cloned accounts thru watchdog system. • Evaluated and do post billing adjustment due to cloning and billing error. • Did office administrative tasks, investigates on internal office matters for any possible fraudulent transactions and reports deviation on the existing policies and recommends corrective measures if necessary.