Rona Kristia Manalo
Toronto,ON
Summary
Team player, with strong organizational skills and dependable candidate successful at managing multiple priorities with optimism. Seeking a full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Technical Customer Support Agent I – Drug Claims Adjudicator
TELUS Health Solutions Inc.
11.2020 - Current
- Adjudicate 50-80 claims per day for electronic drug claim submission to allow flexibility and transparent disclosure of the benefit plan for private insurance companies under Assure (Sun Life, Canada Life, Desjardins, Adjudicare, Le Capitale, etc.) WSIB, ODB, and Public Service Health Care Plan
- Monitored prior-authorization approval and performed follow up
- Used critical thinking to break down problems, evaluate solutions and make decisions in a fast-paced environment.
- Identified issues, analyzed information and provided solutions to problems.
- Skilled at working independently and collaboratively in a team environment.
Field Placement Student
Madison Community Services, Pathways To Home
09.2022 - 04.2023
- Assist in Case Management supporting an assigned caseload of clients, in addition to attending to 30 registered program clients experiencing disability, mental health, and addictions issue
- Assist in navigating resources as per client's needs, such as housing, medication, housekeeping, occupational support, and complete duties as assigned
- Assist with individual or group support, coaching, and life skills and participate in daily activities designed for the clients' engagement programs
- Cultivated interpersonal skills by building positive relationships with others.
Technical Support Consultant
Rogers Communications Inc.
09.2018 - 11.2020
- Deliver exceptional customer experience while identifying issues and explaining solutions to restore service and functionality
- Effective communication with all types of customers through telephone, email, and remote support
- Used email clients such as MacMail/Outlook/Windows Live Mail/Webmail
- Coached 3 batches of new hires providing knowledge, guidance leadership, and side by side 1 on 1 mentoring to ensure they are ready to support customers by the end of the training
- Used ticketing and scheduling systems to manage and process support actions and requests.
- Documented support interactions for future reference.
Field Service Support Centre Analyst
Rogers Communications Inc
10.2019 - 02.2020
- Provide technical support to 50 to 65 Field Technicians on the day of installation and service calls for home phone, Internet, Wi-Fi Pods, and Cable TV daily
- Provide regular feedback to management on call trends and coach backs
- Work cooperatively with colleagues and support groups including Bridge-IT to ensure operational stability
Education
Social Service Worker Program -
Centennial College
06.2023
Bachelor of Science - Nutrition and Dietetics
University of Santo Tomas
Manila, Philippines04.2012
Skills
- Claims Adjudication, Negotiation, Analysis
- Scheduling
- Insurance Industry Knowledge
- Remote Technical Support
- Claims Documentation
- Customer Support Expertise
- Multitasking
- Applied knowledge of Privacy and Confidentiality
- Passionate in helping people
- Patience in understanding and resolving complex issues
- Delivering Technical Support
- Resources navigation for clients
Certification
Application in progress
Registered Social Service Worker (Ontario College of Social Service Workers)
Timeline
Field Placement Student
Madison Community Services, Pathways To Home
09.2022 - 04.2023
Technical Customer Support Agent I – Drug Claims Adjudicator
TELUS Health Solutions Inc.
11.2020 - Current
Field Service Support Centre Analyst
Rogers Communications Inc
10.2019 - 02.2020
Technical Support Consultant
Rogers Communications Inc.
09.2018 - 11.2020
Social Service Worker Program -
Centennial College
Bachelor of Science - Nutrition and Dietetics
University of Santo Tomas
Application in progress
Registered Social Service Worker (Ontario College of Social Service Workers)
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