Joemark Alcaraz

Customer Support Specialist with more than 5 years of hands-on experience in healthcare and financial life insurance(50 to 60 calls per day). I specialize in solving complex problem, quote coverage and Real-time research. From processing claim to navigating intricate billing systems while maintaining high level of accuracy, I help diverse client in their day to day life. I'm passionate about combining creativity with analytics to drive real results.

CUSTOMER SERVICE EXECUTIVE at EXL Service (2023-07 – 2025-07)

• Managed end-to-end support for policyholders and financial professionals, including complex billing reconciliations, coverage adjustments, and policy endorsements.
• Acted as a primary point of contact for financial advisors, providing technical guidance on life insurance products and ensuring seamless policy updates.
• Educated clients on insurance benefit structures and options, resolving account discrepancies to maintain high retention and customer satisfaction.
• Handled sensitive financial data and personal information with 100% accuracy, adhering to industry standard privacy protocols.

CUSTOMER SERVICE ADVISOR at Concentrix (2019-10 – 2023-06)

• Resolved high-volume inquiries from healthcare providers regarding member eligibility, benefit verification, and complex medical claims.
• Identified and addressed discrepancies in medical claims, coordinating between providers and the insurance carrier to ensure timely resolution.
• Managed sensitive health information (PHI) while maintaining strict adherence to HIPAA regulations and data security standards.
• Successfully navigated multiple internal databases and CRM tools to provide real-time assistance in a fast-paced, high-pressure environment.

Bachelor of Tourism Management in Tourism Management – Cebu Normal University (2018-03)