Everlyn S. Baroman
Upper Dampalit Lalakay, Los Baños Laguna
Mobile No:-
Home Phone No: -
Email:-Skype ID: eve_20
Date of Birth: January 21, 1989
Age / Sex: 27yrs. Old / Female
Work Experience
Hinduja Global Solutions
March 2016 – June 2016
HealthCare Call Specialist
Position Summary
Respond to and resolve on the first call, customer service inquires and issues by
identifying the topic and type of assistance the caller needs such as benefits, eligibility
and claims, financial spending accounts and correspondence.
Research complex issues across multiple databases and work with support resources to
resolve customer issues and/or partner with others to resolve escalated issues.
Provide education and status on submitted pre-authorizations or pre-determination
requests.
Meet the performance goals established for the position in the areas of: efficiency, call
quality, customer satisfaction, first call resolution and attendance.
Primary Responsibilities
Providing and coordinating health care for the enrollee.
- Contracted primary care physicians (PCP's) are responsible for managing the
enrollee's primary, preventative, acute and chronic health care needs, for initiating
specialist referrals and for obtaining any required pre-authorizations.
- Contracted referral specialists are responsible for providing covered health care
services to the enrollee and for ensuring that any required referrals have been obtained.
Hold Harmless clause in contract.
- A HMO physician/provider contract must include a statement that the
physician/provider will not bill the enrollee for payment of the cost of covered health care
services (hold harmless), if the HMO does not pay for those services, with the exception
of applicable co-payments.
Posting the required notice to enrollees of the process for resolving complaints with the
HMO.
Maintaining current and accurate patient records and protecting them in a manner
consistent with all applicable confidentiality-related requirements.
- Also, if required by the HMO, retain updated information concerning patient's other
health benefit plan coverage, if any.
Convergys Philippines Corp.
February 2015 – September 2015
Billing Representative
Position Summary
Inbound calls from customers. Primary support to customers includes: handles inbound
activity, inquiries, explanations, refunds, payments, service interruption, reviewing &
explaining the bill. Taking payments, setting up Auto pay, making updates to the account
& supporting customers with past due accounts.
Primary Responsibilities
Billing concerns
General product / service inquiries
Payment concerns and processing
Account management
Basic troubleshooting
Transferring to other departments / LOB’s if applicable (tech, activations and saves)
Teletech Holdings Company
February 2011 – September 2014
Customer Support Representative
Position Summary
Answer phones to respond to orders, general customer inquiries, invoice questions and
customer complaints. Project a professional company image through phone interaction.
Primary Responsibilities
Provide customers with product and service information.
Identify research and resolve customers’ issues using the computer system.
Research recharges issues.
Research misapplied recharges.
Investigate customer call logs case to case basis.
Teletech Holdings Company
March 2009 – October 2009
Customer Service Representative
Primary Responsibilities
Up sell products and services.
Identify and resolve customer issues using the computer system.
Research billing issues
Research misapplied payments.
Kentucky Fried Chicken Corp.
February 2006 – July 2006
Service Crew / Cashier
Primary Responsibilities
Frequently talking to customers to measure and improve their satisfaction with their KFC
experience.
Maintaining critical standards for holding time, service speed and quality, raw and finish
products quality, cleanliness and sanitation.
Prepared beverages for customers.
Performed cashiering duties.
Performed basic customer service relations task.
Knowledge and Skills Requirements
Basic reading, writing and arithmetic skills required. This is normally acquired through a
high school diploma or equivalent.
Computer literate with the ability to learn customer service software applications. Duties
require professional verbal and written communication skills and the ability to type 30
wpm. This is normally acquired through one to three years of office experience.
Special Skills
Computer literate
Video editing
Video maker
Knowledge in Microsoft Office Applications
Software installation
Educational Qualification
Third Year of Bachelor of Arts and Sciences, Major in Mass Communication
University of Perpetual help – Calamba
2005 – 2007
Secondary – Liceo De Los Baños
2001 – 2005
