REA M. VILLAVICENCIO
Plan Sponsor Liaison
DUBAI,UAE
Summary
Capable of managing long term customer relationship with significant background in resolving escalated cases from brokers, plan sponsors and internal customers over 11- year career. Diligently complete in-depth assessments to support clients requirements with streamlined, logical systems. Decisive leader with strong project management skills and data-driven approach.
Overview
21
21
years of professional experience
5
5
years of post-secondary education
1
1
Chartered Insurance Institute (CII) Certified
Work History
Plan Sponsor Liaison
AETNA INTERNATIONAL, Media One Tower
Dubai, UAE
01.2017 - Current
- Handles telephone and written correspondence from varied sources (members, plan sponsors, brokers and Aetna departments)
- Perform a wide variety of customer service-related functions, including phone calls, written inquiries, outreach programs, and walk-ins
- Key Broker Alignment: To work closely with the assigned broker and develop good working relationship by going for monthly meetings and ensuring that issues are taken care on priority
- Attend/ participate in Sales meetings
- Support installation of new and existing accounts for the site by attending implementation planning/process meetings
- Coordinate and participate in site visits
- Customer visits (at their location)
- Proactively identify and surface customer and plan issues for resolution while acting as a liaison to communicate workflow results, ideas and solutions.
- Proactively resolve issues with account executives, sales representatives, installation managers and the claims office as appropriate.
- Develops and implements a customer service account management plan for each account
- Assist customers and sales in understanding the impacts of non-standard benefits
- Coordinate/handle Adhoc account manager (AM) request allowing the AM the ability to focus on developing strategies for new and existing business opportunities
- Proactively analyzes constituent data, identifies trends and issues.
- Identifies most urgent business problems, obtains necessary information, accurately identifies root causes and generates solutions.
- Initiates and maintains partnerships with others throughout the organization. Encourages cooperation by promoting common goals and building trust. Inspires, supports, and initiates cross-functional activities.
Learning and Development Specialist
AETNA INTERNATIONAL
Dubai, UAE
03.2016 - 01.2017
- Subject Matter Expert for Open Health Plus (OH+) insurance system
- Attend seminars and meetings to learn new training methods and techniques and use the knowledge to prepare and coordinate future training sessions.
- Recommend training materials and methods, order and maintain in-house training equipment and facilities and manage the budget set for training.
- Communicates with management to identify areas that need training and suggest the best training for the areas.
- Develop training handbooks and manuals and implement various training methods such as workshops, conferences, meetings and demonstrations.
Senior Claims Admin- TPA, Payments and Recon
AETNA INTERNATIONAL
Dubai, UAE
07.2012 - 03.2016
- Ensure that claims payment is raised accurately with minimum queries.
- To ensure that all reports are up-to date and accurate.
- Reviews invoices and other documents for completeness and accuracy of computations.
- Reviews whether documents meet clearly defined requirements and administrative regulations.
- Review reconciliation received from providers and make sure that this has been closed as per agreed turnaround time.
- Participate in the weekly Payments and Reconciliation meeting
- Ensure that internal KPI’s are met for logging and payments of TPA bordereaux.
Claims Support Administrator- Payments, TPA and Ad
INTERGLOBAL LIMITED
Dubai, UAE
08.2010 - 07.2012
- Ensure that payment is raised accurately with minimum queries.
- Ensure that all reports are up-to date and accurate.
- Review invoices and other documents for completeness and accuracy of computations.
- Review whether documents meet clearly defined requirements and administrative regulations.
- Obtain clarification or correction of data as required
- Sort all incoming claims accurately within the SLA for assessment.
- Ensure batch filing of claims are done accurately and regularly by the team.
- Operate scanners and other imaging equipment; performs routine maintenance; works with technical staff to maintain and update equipment, software and settings; keeps maintenance records.
- Pull out old claims as and when required by the assessment team.
- Track materials removed from files in order to ensure that borrowed files are returned
- Assign and record or stamp identification numbers or codes in order to index materials for sorting and filing.
- Enter document identification codes into systems in order to determine locations of documents to be retrieved.
- Ensure that internal KPI’s are met for logging and payments of TPA bordereaux.
Senior Claims Administrator
AETNA INTERNATIONAL, Media City
Dubai
07.2012 - 03.2016
- Ensure that claims payment is raised accurately with minimum queries.
- To ensure that all reports are up-to date and accurate.
- Reviews invoices and other documents for completeness and accuracy of computations.
- Reviews whether documents meet clearly defined requirements and administrative regulations.
- Review reconciliation received from providers and make sure that this has been closed as per agreed turnaround time.
- Participate in the weekly Payments and Reconciliation meeting.
- Ensure that internal KPI’s are met for logging and payments of TPA bordereaux.
Office Administrator
DUBAI PROPERTIES, LLC, Human Capital
10.2008 - 08.2010
- Copies and collating of documents and mailings.
- Word processing assistance for those lacking the capability and other reasonable clerical tasks.
- Maintain the active directory , keeping all changes of address on a current basis.
- Provide general support for miscellaneous tasks like hotel bookings and travel arrangement as required by the Director.
- Assist in creation of memos, letters, presentations, proposals and reports for the Director as and when required.
- Prepare and process all the Procurement Requisition, Expense Claim and Request for Payment for the whole department.
- Notify project updates, deadlines, important dates and department priorities to the Director.
- Assist and coordinate with other line manager’s correspondence for signoff, other superiors and various departments including Procurement and Finance.
- Maintain the master calendar of scheduled events, meetings and locations.
- Collect information for the link, edit and print monthly.
- Type letters, bulletins and other routine office communications.
- Process incoming and outgoing mail daily.
- Manage extensive diary & email management, arrange meetings for them, ensuring the appropriate arrangements including accommodation, travel & refreshments etc.
- Are made & details are accurately recorded on the scheduler.
- Meet & greet visitors on behalf the team.
- Including wide range of VIP’s, ensuring appositive range of the department given.
- Liaising with members of the senior management team.
- Dealing with complex queries and complaints on the telephone, by email and in person.
- Supervising the implementation of new office systems.
- Carry out a range of administrative and IT-related tasks.
- Receive, vet & deal with all incoming calls for the team & re-direct or deal with messages as appropriate, ensuring at all times that a high professional service is provided.
- Coordinate preparation of reports/presentation with department involved.
Senior Account Management Specialist
GLOBE TELECOMMUNICATIONS, INC
08.2005 - 02.2006
- Develop strategies that will help increase center sales.
- Manage and trains new staff for successful store operation.
- Check company e-mails regarding new product and services and cascade it to the staff.
- Screen and approve line applications.
- Develops excellence in sales training course.
- Responsible for checking cashier’s collection and reports.
Inventory Custodian Head
Consumer Business Department
01.2003 - 08.2005
- Maintain good stock level.
- Communicate with other branches in case of unit stock out.
- Handle sales blitzes to help increase line subscriptions.
- Analyze and review stock levels.
- Responsible for inventory count before and after store hours.
- Communicate with the supplier for hassle free delivery.
- Responsible for checking all the warranty certificates and invoices before accepting the phones for repair.
- Maintains zero variance.
- Responsible for standard merchandising of the store like displaying demo units and brochures for the customers.
Finance Associate
Finance and Cashiering Department
09.2001 - 01.2003
- Responsible for receiving payments from customers.
- Handle sales blitzes to help increase line subscriptions.
- Prepare collection reports to be submitted to cash monitoring for auditing purpose.
- Chosen as the Ever Reliable Cashier for Year 2002.
Finance Assistant
Finance and Cashiering Department
05.2001 - 09.2001
- Assist regular cashiers in accepting payments from the customers during company’s promo.
- Prepare collection reports to be submitted to cash monitoring for auditing purpose.
- Perform cashiering functions.
Education
Bachelor of Science - Commerce, Business Management
Centro Escolar University
06.1996 - 03.2001
Skills
Excellent verbal/written communication
undefinedTimeline
Plan Sponsor Liaison
AETNA INTERNATIONAL, Media One Tower
01.2017 - Current
Learning and Development Specialist
AETNA INTERNATIONAL
03.2016 - 01.2017
Senior Claims Admin- TPA, Payments and Recon
AETNA INTERNATIONAL
07.2012 - 03.2016
Senior Claims Administrator
AETNA INTERNATIONAL, Media City
07.2012 - 03.2016
Claims Support Administrator- Payments, TPA and Ad
INTERGLOBAL LIMITED
08.2010 - 07.2012
Office Administrator
DUBAI PROPERTIES, LLC, Human Capital
10.2008 - 08.2010
Senior Account Management Specialist
GLOBE TELECOMMUNICATIONS, INC
08.2005 - 02.2006
Inventory Custodian Head
Consumer Business Department
01.2003 - 08.2005
Finance Associate
Finance and Cashiering Department
09.2001 - 01.2003
Finance Assistant
Finance and Cashiering Department
05.2001 - 09.2001
Bachelor of Science - Commerce, Business Management
Centro Escolar University
06.1996 - 03.2001
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