Ma. Saira P. De Jesus

Intake Coordinator

Optum

Jun 2023 - Current (3 years 1 month)

Coordinated discussions between healthcare professionals regarding denied service cases, ensuring effective communication and resolution. Delivered exceptional customer service by resolving issues with empathy and understanding for facility and patient perspectives. Managed time-sensitive cases efficiently through inbound and outbound calls. Managed peer-to-peer communications for multiple patient cases, facilitating collaboration and information sharing among team members. Served as an Account Specialist, providing critical support to the team and enhancing operational efficiency. Conducted thorough reviews of team-handled cases, ensuring compliance with procedures and accuracy. Performed audits on calls to clarify discrepancies and mainta

Virtual Office Assistant/Social Media Marketing Strategist

freelance

Apr 2020 - May 2023 (3 years 2 months)

Influencer Marketing: Researched and contacted influencers matching client criteria, tailored messaging for content. Lead Generation: Researched and compiled contact information (email, phone, social media) for leads, ensuring data accuracy. Social Media Management: Created and scheduled posts, managed pages and groups, and conducted hashtag research. Social Media Marketing: Created engaging content, wrote social media copy, and communicated with customers through chat and comments. Email Marketing: Created newsletters and signup pages, communicated with customers via email and chat, and managed email transfers. Customer Service Development: Collate FAQs, created customer service responses for email and chat, build entire flow for customer

Virtual Assistant

tawk.to

Mar 2018 - Oct 2019 (1 year 8 months)

Communicated with customers through chat and email using ZenDesk, Outlook, and FreshDesk. Managed Shipstation and Shopify platforms. Handled back-office tasks including exchanges, returns, refunds, and damages.

Collections Specialist (3PO)

CBE Companies

Sep 2017 - Jan 2018 (5 months)

Managed inbound and outbound calls to collect payments on delinquent accounts (100+ days). Negotiated payment arrangements. Provided information on the consequences of unpaid accounts.

Sales Representative

Convergys

Nov 2016 - Sep 2017 (11 months)

Managed inbound sales calls. Negotiated sales deals. Upsold products to customers. Communicated the benefits of purchasing products.

Collections Officer

Bill Gosling Outsourcing

Nov 2015 - Oct 2016 (1 year)

Managed inbound and outbound calls to collect payments on delinquent accounts (1-100+ days). Negotiated payment arrangements. Offered payment plans. Highlighted the benefits of making payments on accounts.

Customer Service Representative

Bill Gosling Outsourcing

Aug 2015 - Oct 2015 (3 months)

Answered customer queries. Offered to process payments (soft collections). Communicated with the back-office team for follow-ups on customer requests.

Verification Specialist

Bill Gosling Outsourcing

Apr 2015 - Jul 2015 (4 months)

Manually called numbers to verify information. Verified customer information (name, phone number, address, last 4 SSN). Transferred verified calls to the Collections Department. Removed outdated records from the database.

Ma. Saira P. De Jesus

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