Kristiene Bernadeth Tucayao

I’m a recent BS in Information Technology graduate with hands-on experience in customer service and government office support. I bring a strong foundation in Microsoft Office, basic networking, and data management, with a disciplined approach to handling sensitive information under HIPAA guidelines.

In my Customer Service Representative role at VXI Global Holdings, I managed an average of 20 inbound calls daily, supporting insurance verifications, billing inquiries, prescription refill requests, and detailed benefits explanations. I de-escalated emotionally distressed members by explaining complex Explanation of Benefits (EOBs), coverage details, and claim denials with empathy and clarity—helping maintain high customer satisfaction (CSAT) scores.

I consistently enforced strict adherence to HIPAA regulations in every interaction to safeguard protected health information (PHI) during verification, documentation, and follow-up. I resolved insurance denial issues by researching payer policies, identifying root causes, and coordinating solutions across teams using Microsoft Teams and Outlook, while documenting every call detail and resolution step in Microsoft Word and Outlook.

Earlier, I completed an IT internship (On-the-Job Trainee) with SP Office (Sangguniang Panlungsod), where I processed permits, prepared meeting agendas, and organized briefing materials to support efficient legislative sessions. I also served as a responsive point of contact for citizens, managed office inventory of supplies and records, and assisted in planning a public hearing/community event—always maintaining professionalism and discretion when handling constituent information.