Rod Virtudez

ROD VIRTUDEZ Account Specialist ll “I’m a dynamic professional with a well-rounded background in phone banking, customer service, technical support, sales advisory, and insurance claims handling. Over the years, I’ve built strong relationships with clients, consistently exceeded expectations, and delivered top-notch quality assurance. My experience spans managing insurance claims, offering technical support, and providing sales guidance, always with a focus on customer satisfaction. I’m excited to bring my skills and experience to an office environment, where I can contribute to the success of the team and help drive positive results.” Contact Work Experience - Account Specialist ll - JP Morgan Chase Bank N.A. PGSC www.linkedin.com/in/rodvirtudez Taytay Rizal, PH Certifications HIPAA Certified HIPAA for Business Associates January 10, 2025 www.teachmehipaa.com Medical VA 101 - 102 Medical Administrative 101 Medical Billing 102 Training & Certifications January 10, 2025 VA GROWTH PH Tools Salesforce, Slack, Zendesk, Five9, Bitrix (EMR) Electronic Medical Record, JIRA (EHR) Electronic Health Record, OMNI, Google Workspace, Hubstaff, Hubspot Microsoft Teams & Microsoft Outlook Online 2 PDF, DCMS Claims, DCMS Plan, Citrix, DCMS Common Interface, ITG, SharePoint, iComs, ACSR, AHPRA, SKYPE, ZOOM, 3CX, SMS Express, Amazon Connect July 2022 - June 2024 As an account specialist, I handled both inbound and outbound customer calls, chats, and emails, addressing inquiries related to bank accounts, disputes, services, and products. I provided information and support for various banking transactions, including transfers, deposits, card payments, and withdrawals. I investigated and resolved complex customer service issues and complaints, ensuring efficient solutions. I followed up with clients to ensure their concerns were addressed to their satisfaction and that resolutions were reached swiftly. This role also involved coordination with dedicated back-office teams to ensure seamless service delivery. Disability Claims Manager US Prudential Insurance March 2021 - April 2022 As a Servicing Claims Manager, I am responsible for ensuring the completion and accuracy of all necessary documentation required to process Long-Term Disability (LTD) and Short-Term Disability (STD) claims. My role involves overseeing the collection of key forms such as Medical Records, Attending Physician Statements, Employer Statements, and Claimant Statements, along with any other relevant documents required based on the specifics of each claim. In certain cases, depending on the employer and eligibility requirements, we may also request additional information, such as the claimant's job description, date of hire, and other employerrelated details. I review the patient’s personal information, verify employer eligibility, and ensure that all paperwork is thoroughly completed before forwarding the claim to the Clinic Manager for further review and processing. Attention to detail and the accuracy of all documents are critical to ensuring the timely and efficient processing of claims. This project is managed under Accenture Philippines. Achievements Account Specialist at JP Morgan Chase Successfully maintained a 0% absenteeism rate throughout the first half of 2022, while consistently achieving perfect 5 CSAT scores, earning recognition as a top performer for consecutive quarters. Claims Manager at Prudential Insurance Received commendation for three consecutive months as one of the top performers for outstanding QA scores, maintaining a flawless record in claims handling with no markdowns. Consistently met daily work assignment goals during this period. Sales Advisor at Concentrix CVG PH Received internal commendation for achieving one of the highest counts of mobile sales as a Sales Advisor at Virgin Media, consistently meeting and exceeding mobile sales quotas for consecutive months. Work Experience Sales Advisor ll UK Virgin Media- Concentrix As a Sales Advisor, I made outbound calls to both potential and existing Virgin Media customers to introduce and sell cable services, including TV, internet, and phone packages. I successfully cross-sold additional services, such as Sky premium channels and Sky Sports, to enhance customer offerings. I engaged customers in meaningful conversations to understand their needs, preferences, and budgets, aiming to match them with the most suitable Virgin Media products and services. Additionally, I expertly explained the features, benefits, and pricing of these services to help customers make informed decisions. Technical Support Representative US Comcast - VXI Global Received commendation and a certificate for achieving one of the highest CSAT scores, totaling 97% during the first year at Comcast. Consistently met upselling metrics for consecutive months and maintained a perfect attendance record of 0% absenteeism. Skills Organized, Communication, Teamwork, Attention to detail, Critical thinking, Claims support, Analytical, Customer Care, Case Work, Case Management, Documentation, Time Management, Canva Editing, Collaboration, Account Management, Troubleshooting, Sales Processes May 2018 - March 2020 As a Customer Account Associate, I provided technical support for Comcast services, including internet, cable TV, and phone. I simplified complex billing systems to ensure customers understood their service charges. I also identified upselling opportunities during customer support calls by assessing customer needs and aligning them with relevant Comcast offerings. Additionally, I managed overdue accounts by arranging payments and setting up payment plans in line with company policies. This role encompassed billing, troubleshooting, upselling, and customer care responsibilities. Customer Service Representative US Credit One Bank - Alorica Customer Account Associate at VXI March 2020 - Jan 2021 February 2017 - May 2018 As a Customer Service Representative, I engaged Credit One Bank customers through phone, email, and chat, delivering exceptional service. I assisted with account inquiries, including balances, transactions, and payments, while resolving concerns promptly and with empathy. I coordinated with internal teams to ensure compliance and collaborated on credit bureau submissions, ensuring accurate and timely processing. After a few months, my performance was recognized, and I was entrusted with additional responsibilities, including working with the escalation team to handle supervisor calls. Education Tesda Training Program English Proficiency for Customer Service Workers 2016 Fort Bonifacio High School High School Graduate 2007 - 2011