Rod Eleazar Ponce

ROD ELEAZAR S. PONCE CUSTOMER EXPERIENCE MANAGER ADEPT IN RESOURCE COORDINATION, TASK PRIORITIZATION, PROBLEM-SOLVING, CUSTOMER SERVICE, TIME MANAGEMENT, AND RELATIONSHIP BUILDING. DEMONSTRATED SUCCESS IN SURPASSING GOALS AND DELIVERING EFFECTIVE SOLUTIONS. CONTACT -- P2301 7th-16th St VAB Brgy 183 Pasay City EDUCATION PHILIPPINE STATE COLLEGE OF AERONAUTICS Bachelor of Arts Mathematics NORTHEASTERN ACADEMY OF BUGUEY INC HighSchool Diploma SKILLS Data analysis Eligibility assessment WORK EXPERIENCE TDCX Ph Inc 08/21/2023 - 01/27/2025 Social Media Specialist/Customer Care Respond to customer inquiries, help set up products within policies, review rejected products, assist with appeals for disabled items, help set up shops and API integrations, and provide guidance on Ecommerce platforms like Facebook Marketplace and Instagram shop. Trajector Disablity 06/07/2021 - 0916/2022 Case Manager Evaluated treatment plans for medical necessity and resource availability. Helped staff address patient needs. Increased approval rates by following up with client providers and submitting necessary documents to the Social Security Administration. Managed medical updates, appeals, and other assigned tasks. Legato Health -Anthem 06/2019 to 04/2021 Grievance and Appeals Analyst I Reviewed claims forms and records for insurance coverage, processed claims within authority limits. Handled complex cases strategically, escalated questionable claims, determined liability based on thorough reviews. Other tasks assigned by superiors. Resource management Cardinal Health 03/2018- 05/2019 Case Management Senior Customer Care Representative Social Media Management Expert in E Commerce Platform Strategic Planning Knowledge of keywords and Kept detailed records of customer requests and issues, sought to enhance customer experiences, verified and logged daily data, processed orders for DME, ensured insurance billing, collected payments, and followed up with customers for solutions. Resolved service and billing complaints, updated records, and performed other assigned tasks. hashtags Making Deadlines Troll Handling Detail Oriented Creativity Writing Communication Utilization review Cognizant Technology Solutions 08/2016 to 03/2018 Senior Process Executive Reviewed data, analyzed for process improvements, processed claims, provided eligibility, updated provider portals, reviewed and processed payments based on guidelines and laws, served as subject matter expert, tracked team performance, monitored KPIs, and handled escalated calls from members. SKILLS Project Management Public Relations Teamwork Time Management Leadership Effective Communication Critical Thinking Content Development Social Media Platforms Content optimization Social Media and Promotions Social Media Marketing Community Management Professionalism Brand Management Social media trends Social Media Monitoring Client Relationship Management Editorial Calendars Content Generation Product Knowledge Marketing tools Coordination Customer support WORK EXPERIENCE Sitel Philippines 01/2015 to 05/2016 Claims Benefit Specialist Coordinated final decisions, including fair settlements and denial of liability. Maintained strict compliance with client and carrier guidelines applicable to claims. Assessed validity of claims and related coverage with careful review of supporting documentation. Aided investigations by transmitting claims information between offices. Helped with processing by preparing accurate insurance claims forms and related documentation. Reviewed insurance applications and verified data to determine coverage eligibility. Explained policy details, claims status, and account changes to inform policyholders. Communicated with policyholders to acquire missing information for claims processing. Processed new insurance policies, documenting premiums, coverage limits, and account holder information. Processed new claims, verifying data and documentation prior to submitting for approval or review. Collected additional information from insured parties by telephone, email, and letter. Supported agents with claims issues, documentation needs, and general questions. Other task instructed by superiors Convergys 01/30/2012 - 01/2015 Technical Support Representative Implemented remote troubleshooting techniques for software and hardware issues, educated customers on problem-solving methods, monitored schedules, and resolved technical problems. Responded promptly to incidents, diagnosed software and peripheral equipment issues, and addressed routine user problems. Also diagnosed faults using technical knowledge, read manuals, and provided technical assistance. Telephilippines Inc 12/2010 - 01/2012 Senior Sales Executive Recommended solutions to clients Developed sales presentations Sought new leads and partnerships Upsold products for repeat business Managed sales operations Provided excellent customer support Met key targets and deadlines Processed payments accurately Captured sales through demos and persuasive communication Handled stress professionally Sustained revenue by acquiring new customers and maintaining existing accounts