H
Hansel Arce
About
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Masatepe, Masaya, Nicaragua
Résumé
Jobs
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- UQuality AnalystUNDEVER- NICMay 2023 - Feb 2026 (2 years 10 months)• Lead the performance and implementation of each campaign, including social media channels, voice and chat. • I provided detailed insights to operational and leadership teams on service performance, ensuring established quality standards were met. • I monitored live and recorded calls to assess compliance with internal procedures and the quality of service delivered. • I used tools like Call Miner to measure quality KPIs such as response times, first-call resolution, and customer satisfaction. • Implemented a real-time 1x1 feedback system that allowed agents to improve their performance and achieve quality goals more efficiently.
- FAdvocateFOUNDEVER- NICJan 2022 - May 2023 (1 year 5 months)• Supported billing workflows and claim preparation by reviewing medical and dental claims for accuracy, eligibility, and coverage compliance prior to processing. • Assisted in correcting and resubmitting denied/rejected claims by identifying billing errors, missing documentation, and coverage of discrepancies, under guidance from the main biller. • Applied basic medical and dental coding knowledge, strong understanding of medical terminology to analyze medical records, benefits, and claim details. • Reviewed dental plans, coverage limitations, and billing information to support accurate payment posting and claim adjudication. • Resolved provider inquiries and payment disputes related to medical and dental benefits. • Utilized B2B relations
Education
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- KEnglishKEYSER UNIVERSITY, NI.Jan 2020 - Dec 2020 (1 year)
- UInternational RelationshipUCN.Jan 2009 - Jan 2013 (4 years 1 month)