Renz Patrick Cantor

• Inbound: - Assisting members with their benefit, claims, and eligibility concerns , assisting members with their prior authorization requests, assisting members to set up appointment with doctor's office, assisting members to file appeal/complaint and assisting members with COB verification
• Outbound: - Assisting members with their billing concerns by reaching out to billing office, collection agency, other insurance, third-party vendors
• Manage 60 - 80 calls a day
• Analyzed quality and performance data to support operational decision-making
• Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies
• Developed and maintained quality assurance procedure documentation
• Participated in departmental meetings to establish short- and long-term strategy
• Recorded findings of inspection process, collaborating with quality team to implement corrective actions
• Collaborated with management to provide training on improved processes and assisted with creation and maintenance of quality training
• Administered 100 internal quality audits and assessed results to inform corrective action measures

• Sales Associate - Greeting clients, responding to questions, improving engagement with merchandise and providing outstanding customer service, explaining to clients about products, cross-selling products, performs KYC (know your client) upon account opening, encoding client’s information, reminding clients on their bank placements and ATM Reconciliation

• Service Associate - Cash/check deposit and other miscellaneous transactions, ensuring completeness of checks sent out for clearing, able to check and call back all the transactions for the day, monitoring and safe keeping of post-dated-checks and reconciling of cash drawers

• Service Auxiliary - Knowledgeable in trading of foreign exchange & telegraphic transfers/remittances, able to do reports and account entries in general ledger system, making manager’s check, handling branch’s petty cash, monitoring branch expense and balancing branch transaction

• Manage 100 customers per day

• Represents management at all levels of grievance process, including: preparing files, making recommendations, participating in hearings, and negotiating grievance procedures with unions. Researches issues related to conditions of employment for unrepresented employees, and various labor relations issues.
• Mediated discussions between employer and employee representatives in attempt to reconcile differences.
• Participated in labor-management meetings to discuss labor issues.
• Completed in-depth investigations into issues pertaining to discipline and grievance management and recommended strategies.
• Reduced grievances and arbitration needs by educating frontline managers on techniques for enhancing interactions between labor and leadership.
• Oversaw investigations into discrimination, sexual harassment or other workplace claims.
• Proven ability to learn quickly and adapt to new situations.