Terrence Albert Laconsay

Results-driven support professional with 5+ years of experience across healthcare operations, insurance verification, collections, and player support environments. Known for strong communication skills, attention to detail, and the ability to resolve complex issues while maintaining high customer satisfaction. Experienced in ticketing systems, back-office processing, and performance-based roles.

PLAYER SUPPORT AGENT - Keywords Studios

(2023-08 - 2025-08)

• Delivered chat and email support for technical, account, and gameplay-related concerns.
• Troubleshot software and account issues with clear, step-by-step guidance.
• Documented cases accurately using Zendesk and Helpshift ticketing systems.
• Escalated complex issues and reported recurring bugs to internal teams.
• Maintained strong customer satisfaction and quality performance metrics.

PRIOR AUTHORIZATION SPECIALIST - Access Healthcare

(2020-12 - 2022-02)

• Processed and submitted prior authorization requests in compliance with insurance guidelines.
• Coordinated with providers and payers to ensure timely approvals.
• Reviewed medical documentation for completeness and accuracy.
• Reduced delays and denials through proactive follow-ups and detailed case management.

ELIGIBILITY & QUALIFICATIONS SPECIALIST - HCL Technologies

(2018-11 - 2020-01)

• Verified insurance coverage and patient eligibility for healthcare services.
• Ensured accurate documentation to support billing and authorization processes.
• Collaborated with cross-functional teams to improve workflow efficiency.
• Maintained compliance with healthcare regulations and data privacy standards.

OUTBOUND COLLECTIONS SPECIALIST - HCL Technologies

(2017-08 - 2018-11)

• Contacted customers with overdue accounts to secure payments or establish payment plans.
• Negotiated payment arrangements while preserving positive client relationships.
• Resolved billing disputes and account inquiries professionally.
• Consistently met call volume and collection performance targets.

Bachelor of Science - Radiologic Technology - University of Perpetual Help System DALTA (2013 - 2017)