Jocelyn Ranches

Results-driven customer service and insurance coordination professional with several years of experience supporting international healthcare, insurance, and trust & safety accounts across US and Australian markets. Skilled in customer relationship management, case resolution, and consultative sales interactions focused on long-term client value. Experienced in guiding customers through policy coverage and service solutions while consistently meeting SLA/KPI targets in fast-paced environments.

Trust & Safety Associate - Accenture Solutions Inc. - Bangkok, Thailand

(2022-07 - 2025-08)

• Managed high-volume case queues and analyzed and reviewed user profiles, audio, videos, and text-based content.
• Review, classify, and/or remove content according to client guidelines, using specific tools and channels
• Investigated complex cases and escalated high-risk issues when required.
• Collaborated with cross-functional teams to improve quality and efficiency

International Health Coordinator - Allianz Partners Thailand - Bangkok, Thailand

(2020-09 - 2022-06)

• Guided international members through policy coverage, benefits, and service options using a consultative customer-focused approach.
• Identified client needs and recommended appropriate insurance solutions while ensuring compliance with company policies.
• Managed consultative sales interactions with an emphasis on long-term client value and customer's satisfaction
• Supported customer retention by providing clear policy guidance and timely issue resolution.

International Roadside Assistance Coordinator - Allianz Partners Thailand - Bangkok, Thailand

(2017-10 - 2020-08)

• Assisted customers with roadside assistance membership services and explained available coverage and support options.
• Promoted service utilization by identifying customer needs and coordinating appropriate roadside solutions.
• Built positive client relationships through responsive support and solution-oriented communication.
• Coordinated with external providers to deliver timely assistance while maintaining service quality standards.

Billing Representative - Optum Global Solutions - Quezon City, Philippines

(2015-05 - 2017-09)

• Investigated billing discrepancies and resolved documentation issues affecting claim outcomes.
• Collaborated with internal departments to reduce processing delays and improve resolution accuracy
• Ensured compliance with documentation standards and data privacy policies
• Balanced productivity KPIs with high attention to detail.

Pharmacy - Adamson University