Redhalyn Casandig

Healthcare Customer Support Specialist with 4+ years of experience handling U.S. healthcare accounts, member services, and billing inquiries in high-volume environments. Skilled in claims resolution, benefits verification, HIPAA compliance, CRM documentation, and patient support. Proven ability to deliver first-call resolution, maintain high QA scores, and provide accurate, empathetic assistance across voice, email, and chat channels.

Customer Care Representative at Optum Global Solutions – UHC (2023-10 – 2026-04)

• Handled 40+ daily inbound calls from U.S. healthcare members regarding benefits, claims, and billing inquiries
• Explained coverage, eligibility, and claims status while ensuring compliance with HIPAA regulations
• Achieved 95%+ quality assurance scores and maintained strict SLA adherence
• Delivered first-call resolution for billing discrepancies and claim issues, reducing repeat contacts
• Accurately documented member interactions in CRM systems for audit-ready records and escalations

Virtual Assistant / Online Receptionist at Loginn Hotel (2025-09 – 2026-04)

• Managed guest bookings, cancellations, and inquiries via email and live chat
• Scheduled reservations and maintained accurate customer records
• Strengthened communication, multitasking, and administrative coordination skills transferable to healthcare support roles
• Provided timely and professional responses, improving customer satisfaction

Customer Service Representative at iQOR Philippines – Telecommunications (2022-01 – 2023-09)

• Managed 50–70 customer interactions daily, resolving billing and service-related concerns
• Developed strong problem-solving and communication skills applicable to patient/member support
• Met KPIs for AHT, CSAT, and compliance metrics
• Maintained accurate CRM records for follow-ups and case tracking

Outbound Cold Caller at Amega Business Consultation Services – Travel (2021-06 – 2021-09)

• Conducted outbound calls to Australian prospects to promote travel packages
• Qualified leads and scheduled appointments for the sales team
• Met daily call volume and booking targets
• Tracked interactions and updated CRM records for reporting

Office Administrator at GEMTECH Inc. (2020-08 – 2021-06)

• Maintained and updated records with high accuracy
• Organized documents and supported administrative reporting
• Assisted in internal coordination and office operations

K12 Senior High School in Accountancy, Business and Management – General Mariano Alvarez Technical Highschool (2016 – 2018)