Shiela May Dungca

Shiela May Dungca Angeles City Pampanga- Education Bs in Tourism Holy Angel University 2004 to 2007 Elementary/ Primary school Dau Central Elementary School 2000 Skills ●​ ●​ ●​ ●​ ●​ ●​ ●​ ●​ ●​ ●​ ●​ ●​ ●​ ●​ ●​ ●​ Virtual Assistant Health Care Insurance Credentialing Admin Support Customer Service Data Entry E-commerce Management Social Media Moderator Inventory Management Mail Management Social Media Updating Shopify Gorgias RouteThis Masterview Work Experience Health Care Virtual Assistant February 2023 - March 2025 As a Health Care Virtual Assistant, I provide comprehensive medical administrative support to enhance operational efficiency and patient satisfaction. My expertise includes managing communications, scheduling, and ensuring proper credentialing processes. Key Responsibilities 1.​ Medical Administrative Support ○​ Provide assistance with daily administrative tasks, ensuring smooth operations within healthcare settings. 2.​ Medical Receptionist Duties ○​ Serve as the first point of contact for patients, managing inquiries and providing exceptional customer service. 3.​ HMO Prior Authorization / Referral Specialist ○​ Facilitate the prior authorization process, ensuring all necessary documentation is submitted and processed in a timely manner. 4.​ Insurance Eligibility Verification ○​ Check insurance eligibility through online portals and coordinate with customer service to resolve any discrepancies. 5.​ Credentialing ○​ Assist with the credentialing process for healthcare providers, ensuring compliance with regulations and standards. 6.​ Customer Relations Management ○​ Maintain positive relationships with patients and providers, addressing concerns and facilitating effective communication. 7.​ Email Management ○​ Monitor and check emails on behalf of clients, sorting messages, and responding to inquiries as needed. 8.​ Appointment Scheduling ○​ Schedule appointments for patients, coordinating availability and ensuring efficient use of time for both providers and patients. 9.​ Coding I handle ICD and CPT coding and send super bills as part of my role as a Healthcare Virtual Assistant. HIPAA Certificate Technical Skills ●​ ●​ ●​ ●​ Productivity Tools: Google Suite, Microsoft Office Practice Management Software: Elation (5), Lytec (5), Zocdoc (5), Tebra (5), Chiropractic (5), DoctorChrono (5) Customer Relationship Management (CRM): Zendesk (5), Gorgias (5), Salesforce (5) E-Commerce and Collaboration Tools: Shopify (5), ASANA (5), Slack, Teams Customer Service Representative/ Administrative Assistant MVP Asia Pacific ( Australian Client ) January 13,2021 to January 31, 2023 • Maintains a positive, empathetic and professional attitude toward customers at all times • Responds promptly to customer inquiries • Communicates with customers through various channels; chat, email & phone through Zendesk • Acknowledges and resolves customer complaints • Obtains product mastery in order to respond to the customers' concerns promptly and accordingly • Processes claims and replacement as needed through Shopify • Keeps records of customer interactions, transactions, comments and complaints • Communicates and coordinates with the client as necessary • Provides feedback on the efficiency of the customer service process • Provides comprehensive and professional customer support to ensure customer satisfaction • Address verification via a search tool, if the search does not confirm the address, they will have to • email the customer. • Order tracking • Sending my End of week report to my client • Social media moderator • Track, manage, and connect projects across any team with Asana. • Creating a list of ideas or topics to focus on for an important project using MIRO Customer Service Representative Slingshot/ Nanoleaf ( Canadian Client ) December 2019 to Up to December 2021 Customer Service Representative- answering product and service questions; suggesting information about other products and services. Process orders, prepare correspondences and fulfill customer needs to ensure customer satisfaction. • Opens and maintains customer accounts by recording account information • Maintains a positive, empathetic and professional attitude toward customers at all times • Responds promptly to customer inquiries • Communicates with customers through various channels; chat, email & phone • Acknowledges and resolves customer complaints • Obtains product mastery in order to respond to the customers' concerns promptly and accordingly • Processes orders, forms, applications, and requests • Keeps records of customer interactions, transactions, comments and complaints • Communicates and coordinates with colleagues as necessary • Provides feedback on the efficiency of the customer service process • Provides comprehensive and professional customer support to ensure customer satisfaction • Address verification via a search tool, if the search does not confirm the address, they will have to • call/text/email the customer. • Order tracking, sometimes having to contact warehouses/distributors to track down late/missing • orders. Business Development Representative Ninja Inc ( US Client ) June 2019 to December 2019 • Reaches out to prospects email to qualify leads using a specified scoring system. • Navigates through a conversation flow to uncover business needs, understand business needs, and position account product and process offers as a compelling solution. • Generates marketing qualified leads that are processed as new opportunities and sent to the sales team in the CRM system; Maintains and updates an accurate log of activity in the CRM system. • Conveys summarized key findings from phone conversations to the rest of the Marketing team to help refine marketing communications. • Performs lead generation life cycle from discovery to marketing qualified leads for handoff to sales • Manages and optimizes technical aspects of key sales and marketing systems, specifically Salesforce and Pardot used to generate, distribute, manage, and report on leads. • Analyzes marketing and sales data to develop insights and make recommendations on areas of optimization. • Optimizes marketing automation and lead generation by nurturing through email, content, and social channels. • Establishes analytics with sales to understand how marketing activity turns into customers, and continually refine the process to convert leads. • Leverages a rich editorial calendar to attract and qualify a rich pipeline of leads. Develops new leads by converting site traffic through calls-to-action, landing pages, and lead generation content. • Develops email lists and manages automation of email campaigns. Works to increase the productivity of email sends. Segment lists based on past email engagement and website interactions. • Measures results and optimizes lead generation and nurture workflows to convert leads into sales opportunities. • Develops documentation and roadmaps for marketing automation processes Subject Matter Expert / Senior Rep Alorica Clark May 2018 to April 2019 • Manage and Lead the team of employees specially if Team Manager is not around. • Communicate company goals, safety practices and deadlines to team. • Motivates team members and assesses performance. • Taking Escalation calls. • Sending Hourly report of team performance and End of Day Performance. Team of Expert Representative Alorica Clark January 2018 to May 2018 • We also do sales, like offering good bundle services to our customers that will fit their needs. • Answers inquiry about newly launch phones that we support or any general questions. • We make sure that before we end the call, customer should be provided with the self service options. • We provide superb excellent customer service to our customers and educate them about their benefits that they are receiving. • Once the customer calls in about a certain issue, our target is to provide a onetime resolution. General Care Representative Alorica Clark January 2017 to December 2017 • We also do sales, like offering good bundle services to our customers that will fit their needs. • Answers inquiry about newly launch phones that we support or any general questions. • We make sure that before we end the call, customer should be provided with the self service options. • We provide superb excellent customer service to our customers and educate them about their benefits that they are receiving. • Once the customer calls in about a certain issue, our target is to provide a onetime resolution. Customer Service Representative Iqor Phil's Inc October 2015 to December 2016 • We have to maintain our site's survey every time to make sure they are happy with our service. • Taking in calls to assist customers having an issues or inquiries about their network service. • We also do basic technical assistance to our customers having an issue with their phone or with their internet connectivity. • We provide excellent customer service to our customers before ending the call. • Calls should be one time resolution at the same to make sure customer is happy with the service. Collection Specialist Microtel Global Solutions February 2013 to January 2014 • Taking inbound calls and make sure to collect the urgency not the promises. • Providing options for the customer to make sure payment is on time. • The day should end with the quota collections provided by our superiors. • When someone makes a payment over the phone we provide self service to avoid service charge. • We make sure before the shift ends, our team collected the quota for the day. Customer Service Representative Iqor Phil's Inc June 2010 to January 2013 Responsibilities: • We have to maintain our site's survey every time to make sure they are happy with our service. • Taking in calls to assist customers having an issues or inquiries about their network service. • We also do basic technical assistance to our customers having an issue with their phone or with their internet connectivity. • We provide excellent customer service to our customers before ending the call. • Calls should be one time resolution at the same to make sure customer is happy with the service.