Gretchen C.
Mid-Level Service Management Engineer
Open to offersNew to PlatformAbout
Gretchen M. C. is a seasoned professional with notable experience in both the telecommunications and healthcare sectors. Holding a Bachelor of Science in Electronics Engineering from the University of Mindanao, she has excelled as a Service Quality Assurance Engineer and Service Management Engineer at Smart Communication Inc. from May 2016 to May 2022. In this capacity, she adeptly monitored KPIs and SLA compliance, managed network trouble tickets across multiple technologies, and collaborated with cross-functional teams to improve service delivery and customer experience. Transitioning to healthcare, she served as a Medical Biller and Account Receivable Specialist at Big Sky Billing from June 2025 to January 2026, managing end-to-end medical billing processes to ensure timely reimbursements. Her proficiency with tools like Huawei CEM, SQL, Excel, Power BI, and Tableau underscores her strong capabilities in data extraction, analysis, and visualization, driving significant improvements in process efficiency and service quality.
Experience
Medical Biller & Account Receivable Specialist
Big Sky Billing (US Based) · 2025 — 2026Handled the complete medical billing process, which included charge entry, claims submission, and payment posting. Ensured patient demographics and insurance eligibility were verified alongside billing accuracy to facilitate on-time reimbursements. Monitored unpaid claims and aging reports, followed up with insurance companies on pending claims, and worked on denied claims, which involved analyzing, appealing, and resubmitting. Accurately posted payments and adjustments, reconciled accounts, and identified discrepancies while managing multiple providers and billing offices.Service Management/ Customer Relation Engineer
Smart Communication Inc · 2019 — 2022Monitored and analyzed network trouble tickets along with performance KPIs/KQIs for various network generations including 2G, 3G, 4G, and 5G, identifying service degradations and capacity optimization needs. Engaged in alarm monitoring and outage detection, coordinating with RAN, Core, and Transmission teams to address service quality issues. Extracted and processed data from Huawei CEM to validate and report on KPIs, SLA compliance, and service performance. Actively managed network service tickets for both VIP and mass-market customers and issued advisories during outages or disruptions.Service Management/ Customer Relation Engineer
Smart Communication Inc · 2016 — 2019Focused on service quality assurance and data validation by implementing documentation processes and data management strategies. Engaged in SLA and KPI monitoring, database management with SQL, and performed incident, problem, and change management effectively. Contributed to process improvement initiatives and automation efforts aimed at enhancing compliance, documentation efficiency, and operational workflows.
Skills & Expertise
Education
- Bachelor of Science in Electronics EngineeringUniversity of Mindanao · 2010 — 2015
- Bachelor of Science in Electronics EngineeringCaraga State University · 2008 — 2010
- Bachelor of Science in Electronics EngineeringMats College of Technology · 2007 — Present
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