Valerie Silva-
Summary:
10 Years of experience as customer service representative in a BPO Enterprise.
Resolving Complex customer inquiries
Building strong customer relationships,
Driving Brand Loyalty
Increase customer engagement
Demonstrate excellence in everything
Honor commitments and work with Integrity
Skills:
Hardworking Individual
Critical Thinking
Fast Learner
Attentive
Problem Solving
Multi-tasking
Adaptability
Documentation
Oriented in Microsoft Office applications and Other Back Office works
Research and Analysis
Team-Oriented
Flexibility
Educational Background:
Secondary
:
San Isidro National High School
SY:-
Sitio Tanag Brgy. San Isidro Rodriguez Rizal
Tertiary
:
Pamantasan ng Montalban
SY:-
Bachelor of Science in Hotel and Restaurant Management
Kasiglahan Village, Rodriguez Rizal
PROFESSIONAL EXPERIENCE:
April 2012 – April 2015:
US Autoparts
Handling Sales and Refund
May 2015 – November 2016:
Alorica
Handling Website Technical Support for an Airline
Account
December 2016 - October 2017: Afni Phil.
Handling Telco Account
October 2017 – Current:
Optum Global Advantage
Handling Health Care Account
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United Healthcare is one of the biggest Healthcare Insurance Provider in the US. Driven
to help people live a healthier lives and make healthcare system work better for everyone.
Company have more than 115,000 people collaborating worldwide.
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Multi-skilled Representative who handles 6 LOB such as
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MA East- Medicare Advantage East - Handled Senior member throughout east side of
the states
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MA West – Medicare Advantage West – Handled Senior member throughout west side
of the states
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PDP – Prescription Drug Plan – Handled Inquiries regarding standalone plan, help
processing pharmacy claims
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Credit Card Team – Handled Payment or set up recurring payment
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RC – (Repeat Callers) Responding to member’s on-going issues and provide end to end
resolution.
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MA CSNP (Chronic Special Needs Plan) – Handled member’s who are terminally ill,
provide end to end resolution
Resolve member’s inquiries and concerns with first call resolution, assist with the
member’s needs regarding benefits, claims, bills and correspondence.
Intervene with care providers like Primary care Doctor, Specialist Doctors, Laboratories
and Facilities on behalf of the member
Research Complex Claims issues across multiple database and work with support
resources to resolve issues in addition to collaborating with other departments to
resolve the issues
Submitting Prior- authorization for medications not covered and Predetermination for
Surgeries or Hospitalization
Research and Solve Prescriptions and Medical Claims issues.
Trained for E-mail Customer Service
Trained for Chat Customer Service
Uploading Electronic Claim
