JM Dano
@jmdano
Experienced authorizations specialist and team leader with strong customer service expertise.
PhilippinesWhat I'm looking for
I am an authorizations specialist with a decade of BPO experience in customer service, technical support, and team leadership. I have a proven track record resolving complex customer issues and improving KPIs, including customer satisfaction scores.
My background includes frontline technical support and customer service roles handling multiple chats and phone interactions, plus field market research for U.S. respondents. I was promoted to quality analyst where I monitored interactions, analyzed performance data, and coached agents to raise service quality.
At iPloy Staffing Solutions Inc I pioneered the Authorizations Department, managing insurance pre-approvals by verifying coverage, reviewing medical documentation, and submitting requests to secure patient services. I implemented processes to ensure accuracy, efficiency, and compliance.
Since August 2023 I have served as a team leader supervising authorization specialists, managing daily operations, and providing regular training and performance feedback to maintain consistent quality and timely approvals.
Experience
Work history, roles, and key accomplishments
Authorizations Specialist
iPloy Staffing Solutions Inc
Jan 2016 - Present (9 years 9 months)
Manage insurance authorization processes by verifying coverage, reviewing medical documentation, and submitting requests to secure approvals; promoted to team leader in Aug 2023 to supervise daily operations and ensure timely, compliant pre-approvals.
Quality Analyst
Concentrix
Jan 2016 - Jan 2019 (3 years)
Monitored customer interactions, analyzed performance data, and provided feedback to agents to improve service quality and customer satisfaction across retail support channels.
Customer Service Representative
Concentrix
Jan 2016 - Jan 2019 (3 years)
Handled retail customer inquiries via phone and chat, resolved issues efficiently, and maintained strong communication while supporting multiple chats concurrently.
Market Researcher
Survey Sampling International
Jan 2016 - Dec 2016 (11 months)
Conducted surveys of US residents on political views and standings, executing sampling and data collection to support research objectives.
Technical Support
Kudo Support, Inc
Jan 2015 - Jan 2016 (1 year)
Assisted customers with technical concerns across multiple live chats simultaneously and resolved complex issues to maintain customer satisfaction.
Education
Degrees, certifications, and relevant coursework
UMUniversity of Cebu - LapuLapu and Mandaue
2015 - 2016
Attended the University of Cebu LapuLapu and Mandaue in 2015–2016; pursued higher education coursework (details not specified).
Loboc National High School
High School Diploma, Secondary Education
2008 - 2012
Completed secondary education at Loboc National High School from 2008 to 2012.
Availability
Location
PhilippinesAuthorized to work in
Job categories
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