John Michael Tumali

Technical Support Specialist

ArboStar

Mar 2025 - Jun 2026 (1 year 4 months)

• Deliver technical support via phone, email, live chat, and Google meet sessions for a cloud-based SaaS platform, resolving complex issues across web and mobile applications. • Deliver exceptional Client service by managing support cases from investigation through resolution while providing clear technical guidance, proactive follow up, and effective communication to both technical and non-technical partners. • Troubleshoot software issues, perform root cause analysis, reproduce issues, and create detailed Jira bug and task tickets while collaborating with Development and QA teams through resolution. Perform post-resolution validation and testing to ensure correct function after system updates or bug fixes. • Manage bug tracking, validate

Case Manager – Vehicle Damage Claims

Uber Carshare

Nov 2022 - Oct 2024 (2 years)

• Served as the primary point of contact for members through phone and email, delivering professional support while upholding company standards and service principles. • Train and mentor team members on effective car owner and driver communication, claims handling procedures, system processes, and best practices to ensure consistent service quality. • Managed assigned car owners and their vehicle fleets by overseeing damage reports from initial submission through final resolution. • Investigated vehicle damage claims by reviewing photographic evidence, photo metadata, booking records, and supporting documentation to determine liability and validate reported incidents. • Assessed whether submitted photos complied with company guidelines, ens

Traveler Experience Agent

Hopper

Jan 2022 - Sep 2022 (9 months)

• Deliver exceptional customer support through phone, email, and live chat, assisting travelers with hotel reservations, booking modifications, cancellations, special requests, waivers, and reservation confirmations across multiple CRM platforms and internal systems. • Troubleshoot mobile app issues, guide users through platform features, and provide clear technical and product. • Lead negotiations directly with hotels, suppliers, and travel partners to negotiate booking requests, resolve complex reservation issues, such as emergency cancellation and waiver, urgent relocation and secure the best possible outcomes for customers. • Manage escalated and high priority cases, investigating complex issues, coordinating with cross functional teams

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Senior Travel Agent Service Support

Hotelbeds, Gullivers Travel Associates

Mar 2017 - Dec 2021 (4 years 10 months)

• Manage pre travel, in travel, and post travel support for hotel accommodations, airport transfers, and tour tickets, delivering timely assistance through phone, email, and live chat. • Managed travel reservations by handling booking creation, amendments, cancellations, no-shows, payment inquiries, and reservation changes while verifying availability, rates, room types, services, and booking policies. Provide real time support to travelers by resolving urgent issues involving accommodation, transportation, booking discrepancies, direct charges, and service disruptions to ensure a seamless travel experience. • Lead the resolution of complex travel and reservation cases by collaborating with hotels, tour operators, transfer providers, and th

Prior Authorizations Inbound Queue Associate

Aetna

Mar 2017 - Dec 2021 (4 years 10 months)

• Manage the prior authorization process for medical procedures by verifying insurance eligibility, benefits, provider participation, and authorization requirements for inpatient and outpatient services to ensure insurance regulatory compliance. • Ensure the confidentiality, integrity, and security of protected health information (PHI) by maintaining strict compliance with HIPAA regulations and organizational privacy standards. • Review and interpret member health plans to determine coverage, authorization requirements, and policy status while providing accurate guidance to healthcare providers and members. • Create, process, and monitor prior authorization requests, communicate approval, denial, cancellation, and pending statuses, and prov

Process Associate

Green Dot Bank

Jun 2015 - Feb 2017 (1 year 9 months)

• Provide comprehensive banking support by assisting clients with lost or stolen card reports, transaction disputes, account inquiries, and financial account maintenance while ensuring compliance with US banking security and regulatory procedures. • Investigate account and transaction concerns, apply appropriate resolutions, and deliver accurate information to resolve issues efficiently while safeguarding Client accounts. • Handle a high volume of inbound inquiries of card activation, providing prompt, professional, and empathetic service while ensuring each interaction is fully resolved or appropriately escalated.

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Medical/Health Care Claims Executive

United Health Care

Jun 2015 - Feb 2017 (1 year 9 months)

• Conduct comprehensive reviews of medical and surgical claims to evaluate the accuracy, and medical necessity of billed services in accordance with US healthcare guidelines and reimbursement policies. • Analyze operative reports, medical records, procedure codes, and complex surgical billings to verify accuracy, identify discrepancies, and ensure appropriate reimbursement. • Perform utilization and hospital care reviews to assess the medical necessity and appropriateness of inpatient services, ensuring cost effective care and adherence to established clinical guidelines. • Evaluate disputed medical bills and recommend accurate payment determinations based on policy provisions, clinical documentation, and industry regulations. • Perform app

Technical and Customer Support

Sage, Symantec

Oct 2011 - Aug 2014 (2 years 11 months)

• Drive customer retention by negotiating subscription renewals, recommending value added services, and identifying solutions that maximize both customer satisfaction and company revenue. • Provide consultative support by assessing customer needs and recommending appropriate security, protection, and software solutions to optimize device performance and safeguard systems. • Troubleshoot software compatibility, product activation, installation, and performance issues to ensure it operates efficiently across supported hardware and operating systems.

John Michael Tumali

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