Edcel Gonzales

Customer Experience Associate II

• Demonstrated diligence in addressing complex benefit questions, educating members, ensuring provider participation, and resolving claims promptly. • Adept at providing detailed and comprehensive information about insurance policies, ensuring clarity on benefits and coverage breakdowns. • Skillful in reviewing insurance policies, medical records, and relevant documents to determine claim coverage accurately. • Effectively handles fee schedule disputes, contributing to a seamless provider-customer relationship. • Records all client interactions meticulously, capturing details of inquiries, complaints, and the specific actions taken.

Quality Assurance Apprentice

• Proficient in reviewing and analyzing customer feedback on products and services. • Actively attends, participates, and facilitates call calibrations with Team Leads. • Expertise in performing call monitoring and generating comprehensive reports on quality scores. • Provides constructive feedback, coaching, and personalized learning and skills development plans to enhance performance.

Senior Client Care Support

• Demonstrates strong communication skills by promptly addressing customer inquiries and following up to ensure satisfaction, showcasing a focus on professionalism and competence. • Proven track record of meeting and exceeding quality standards in customer interactions. • Adept at providing clear and timely status updates, particularly in cases involving Emergency Card and Cash requests. • Consistently follows established procedures and guidelines, ensuring compliance with department standards. • Detail-oriented approach to maintaining a high level of accuracy while delivering quality customer service. • Proficient in coordinating the smooth delivery of Emergency cards and the disbursement of Emergency cash upon bank approval. • Well-versed in providing comprehensive information and support related to VISA products and topics.

Compliance Specialist Apprentice (KYC and RFI)

• Assess and respond to Compliance-related transaction queries from our Network Partners and beneficiary banks. • Ensure responses are sent promptly in line with the SLA and deadline set by the banks. • A good understanding of SWIFT payments, trade finance, and cross-border payments. • Identify any reoccurring issues raised by the bank, and effectively resolve any problems resulting in the reduction of Bank requests. • Identifying, managing, and escalating suspected and actual money laundering, sanction breaches, and fraud cases through the relevant escalation path. • Conduct legal and investigative research utilizing open-source research systems. • Identify, and investigate anomalous transaction patterns and actual or suspected financial crime incidents.

Technical Writer Apprenticeship

• Conducted thorough reviews and analyses of existing operational procedures to identify areas for improvement. • Collaborated with cross-functional teams to understand their operational processes and requirements. • Developed clear, concise, and comprehensive procedures in alignment with company standards and objectives. • Regularly updated and revised procedures to reflect changes in company policies or operational processes. • Ensure all procedures complied with regulatory requirements and best practices. • Facilitated training sessions for staff on new or updated procedures. • Partnered with the quality assurance team to verify the effectiveness of the procedures. • Worked closely with management to define the scope and objectives of the new project. • Documented procedures in a user-friendly manner for ease of understanding and execution. • Conducted regular reviews of written procedures to ensure they remained accurate and up to date.

Associate Degree in Business and Office Administration