Andrew Fabillaran
Antelope
Summary
Customer Service Representative with over 10 years of experience in client relationship management and conflict resolution. Demonstrates exceptional skills in communication and problem-solving, leading to improved customer satisfaction and loyalty. Known for high productivity and efficiency in task completion, consistently fostering positive outcomes through empathy and active listening. Committed to enhancing team performance by sharing best practices in customer service operations.
Overview
9
9
years of professional experience
Work History
Client Services Specialist - ODT (EST & PST)
Invitae
San Francisco
06.2021 - Current
- Recommended improvements in products, service and billing methods to management to prevent future problems.
- Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
- Identified needs of customers promptly and efficiently.
- Developed strong relationships with clients by providing excellent customer service and support.
- Assisted clients in navigating through the company's website and services, addressing any questions or concerns they had.
- Identified opportunities for process improvements related to client services activities.
- Coordinated with internal teams to ensure timely and successful delivery of solutions according to client needs.
- Maintained accurate records of all client interactions, including details of inquiries, complaints, and actions taken.
- Resolved client issues quickly and efficiently while demonstrating a professional demeanor.
- Provided exceptional customer service to clients, responding promptly and accurately to inquiries.
- Ensured compliance with applicable laws and regulations when dealing with customers.
- Followed up with customers through calls and emails to proactively resolve issues and maintain satisfaction.
Customer Support
Skydio
Woodside
02.2020 - 11.2020
- Provided customer support, including responding to inquiries and resolving issues.
- Resolved customer support requests related to programming issues quickly and efficiently.
- Provided customer support regarding shipment status updates and other inquiries.
- Provided customer support and troubleshooting to ensure successful product implementation.
- Provided customer support to clients via phone, email and live chat.
- Updated internal logs with customer support information and resolution details.
- Analyzed customer feedback data to identify opportunities for improvement of customer support services.
- Answered questions and resolved concerns for customer support.
- Reviewed customer feedback to identify areas of improvement in customer support operations.
- Documented processes related to customer support operations for future reference purposes.
- Provided customer support for technical issues related to the online ordering process.
- Collaborated with cross-functional teams such as Customer Support and DevOps groups.
- Performed data entry tasks for customer support requests.
Client Services Associate
Myriad Genetics
05.2019 - 02.2020
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Advised senior leadership on ways to enhance customer service standards across the organization.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Warmly greeted customers by employing positive telephone etiquette and asking well-rounded questions to identify issues.
- Collaborated with internal teams to develop strategies for improving customer experience.
- Analyzed customer feedback data and identified areas of improvement.
- Recommended improvements in products, service and billing methods to management to prevent future problems.
- Followed up with customers through calls and emails to proactively resolve issues and maintain satisfaction.
- Maintained accurate records of customer interactions, transactions, comments and complaints.
- Updated databases with new and modified customer data.
- Reviewed and resolved client concerns and issues, researching relevant details and clearly communicating solutions.
- Exceeded established service goals while leveraging customer service, sales and employee management best practices.
- Developed training materials and conducted workshops on proper client interaction techniques.
- Updated and maintained databases with current information.
Case Manager
Genentech
10.2018 - 04.2019
- Provided referrals to appropriate health care providers or other community resources.
- Advocated for clients by obtaining information regarding treatment options and clinical status.
- Participated in regular team meetings and in-house training sessions to boost group effectiveness.
- Assisted individuals with eligibility for available benefits.
- Adhered to ethical principles and standards to protect clients' confidential information.
- Supported family members by providing information on local support groups.
- Counseled clients on available resources within the community that could help meet their needs.
- Managed caseloads effectively, ensuring timely documentation and reporting.
- Participated in professional development activities related to case management best practices.
- Determined organizational policies regarding program eligibility, requirements and benefits.
- Collaborated with medical professionals to coordinate treatment plans for clients.
- Compiled reports on cases and submitted them to supervisors as required.
- Maintained up-to-date case records with case activity status.
- Conducted initial assessments to determine client eligibility for programs and services.
- Utilized case management software and databases for efficient information tracking.
- Consulted with staff on resolution of complex service issues.
Eligibility Specialist
EnvisionRx
El Dorado Hills
05.2018 - 10.2018
- Monitored client accounts for any changes that could impact eligibility requirements.
- Gathered financial information from clients regarding income, assets and debts.
- Processed client applications in accordance with established guidelines.
- Performed careful reviews of applicant data to ascertain compliance with eligibility criteria for economic assistance.
- Entered client information and files into databases for further review and tracking.
- Maintained positive working relationship with fellow staff and management.
- Ensured compliance with all applicable laws and regulations governing benefit programs.
- Maintained confidential patient documentation to prevent data compromise and comply with HIPAA regulations.
- Collaborated with other departments within the organization to ensure accurate processing of applications.
- Proofread documents carefully to check accuracy and completeness of all paperwork.
- Attended regular training sessions to stay up-to-date on new rules and regulations.
- Worked with cross-functional teams to achieve goals.
- Completed day-to-day duties accurately and efficiently.
Clinical Coordinator
EnvisionRx
El Dorado Hills
03.2017 - 05.2018
- Performed regular audits of medical records for accuracy and completeness.
- Monitored quality assurance activities related to clinical operations.
- Maintained accurate and confidential patient records in accordance with HIPAA regulations.
- Liaised with insurance companies to facilitate patient care and resolve billing issues.
- Improve policies and procedures through development, implementation, revision and evaluation of new protocols.
- Completed day-to-day duties accurately and efficiently.
- Identified needs of customers promptly and efficiently.
- Managed time effectively to ensure tasks were completed on schedule and deadlines were met.
Eligibility Supervisor
MAXIMUS
11.2016 - 01.2017
- Responsible for supervising activities of an eligibility program staff
- Provides supervision of subordinate staff by establishing work schedules, assigning specific duties, monitoring and reviewing work, evaluating performance, and ensuring adherence to instructions, deadlines, and delivery of services to clients
- Monitors and prepares weekly reports on staff workload, including number of hours worked and quantity of determinations adjudicated
- Provides necessary training to update staff on development plans, as needed
- Attends and conducts staff meetings to review policy, discuss policy clarifications, and resolve problems
- Investigates issues and makes determinations
- Performs other duties assigned
Subject Matter Expert
Maximus
07.2016 - 11.2016
- Analysis escalations to determine whether they are valid or can be worked through
- Provide assistance to case workers in terms of processing applications
- Assist Supervisors in daily operations
- Escalate valid issues in a timely and organized manner
Eligibility Specialist
Maximus
Folsom
07.2016 - 07.2016
- Attended regular training sessions to stay up-to-date on new rules and regulations.
- Completed day-to-day duties accurately and efficiently.
- Worked with cross-functional teams to achieve goals.
- Monitored client accounts for any changes that could impact eligibility requirements.
- Performed careful reviews of applicant data to ascertain compliance with eligibility criteria for economic assistance.
- Entered client information and files into databases for further review and tracking.
- Maintained positive working relationship with fellow staff and management.
- Ensured compliance with all applicable laws and regulations governing benefit programs.
- Maintained confidential patient documentation to prevent data compromise and comply with HIPAA regulations.
- Reviewed applications to verify client information and resolve discrepancies.
- Reviewed applications for eligibility and determined whether applicants met the criteria to receive benefits.
- Responded to client inquiries and concerns and escalated complex problems to department supervisors.
Intake Coordinator
Genentech
04.2016 - 06.2016
- Responded to all incoming calls and triaged customers to appropriate staff
- Reviewed data submitted through referral sources, performed initial data entry into Access Solutions system, prepared hard copy file and generated and remitted acknowledgement letter to referring source
- Provided administrative support to Case Managers and Appeals Specialists including but not limited to: coordinating shipment of Access Solutions Starter prescriptions, ensuring receipt of patient's confidentiality release, and miscellaneous clerical tasks
- Provided aid and support to multiple ongoing department projects, as needed
- Provided excellent customer service to all internal and external customers
- Interacted with the following departments: Field sales, Field managed care and Customer service
Intake Coordinator
Genentech
10.2015 - 02.2016
- Responded to all incoming calls and triaged customers to appropriate staff
- Reviewed data submitted through referral sources, performed initial data entry into Access Solutions system, prepared hard copy file and generated and remitted acknowledgement letter to referring source
- Provided administrative support to Case Managers and Appeals Specialists including but not limited to: coordinating shipment of Access Solutions Starter prescriptions, ensuring receipt of patient's confidentiality release, and miscellaneous clerical tasks
- Provided aid and support to multiple ongoing department projects, as needed
- Provided excellent customer service to all internal and external customers
- Interacted with the following departments: Field sales, Field managed care and Customer service
Education
Bachelor of Arts (B.A.) - Sociology
California State University-Sacramento
01.2015
High School -
Milpitas High School
01.2004
Skills
- Management
- Research
- Project Management
- Strong interpersonal skills
- Database maintenance
- System documentation
- Client support
- Customer focus
- Complaint handling
- Customer support
- Effective communication skills
- Data entry
- Microsoft office
- Policy interpretation
- Training
Websites
References
References available upon request.
Timeline
Client Services Specialist - ODT (EST & PST)
Invitae
06.2021 - Current
Customer Support
Skydio
02.2020 - 11.2020
Client Services Associate
Myriad Genetics
05.2019 - 02.2020
Case Manager
Genentech
10.2018 - 04.2019
Eligibility Specialist
EnvisionRx
05.2018 - 10.2018
Clinical Coordinator
EnvisionRx
03.2017 - 05.2018
Eligibility Supervisor
MAXIMUS
11.2016 - 01.2017
Subject Matter Expert
Maximus
07.2016 - 11.2016
Eligibility Specialist
Maximus
07.2016 - 07.2016
Intake Coordinator
Genentech
04.2016 - 06.2016
Intake Coordinator
Genentech
10.2015 - 02.2016
Bachelor of Arts (B.A.) - Sociology
California State University-Sacramento
High School -
Milpitas High School
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