Zaide A.
Mid-Level Healthcare Customer Service Team Lead
Open to offersNew to PlatformAbout
Zaide A. is an experienced Case Manager and former Team Lead based in Davao City, Philippines, with a demonstrated history in the accident management, roadside assistance, towing services, and healthcare support industries. At Peak Support (a Ubiquity Company), Zaide managed both B2B and B2C business, dispatched service providers for accident management and vehicle recovery, updated and processed VCC payments, and meticulously handled sensitive data related to insurance coverage. While at Concentrix servicing the Healthy Benefits Plus healthcare account, Zaide led teams, ensured HIPAA compliance, prepared performance and operational reports, delivered team training, and expertly resolved escalated customer cases. Zaide’s career reflects a strong foundation in utilizing dispatch and tracking software, managing virtual credit card payments, adhering to industry regulations, and driving high standards of customer support in both the accident management and healthcare domains.
Experience
Case Manager
Peak Support (A Ubiquity Company) · 2023 — 2026Handled daily B2B and B2C operations for accident management, encompassing roadside assistance and towing coordination. Assigned both in-network and out-of-network service providers to secondary tow jobs and managed the updating and resending of Virtual Credit Card (VCC) amounts, processed additional tow charges, and arranged appointments for situations such as Body Shop Refusal. Coordinated timely dispatch of tow services while monitoring vendors using designated dispatch and tracking software. Provided support to clients, customers, and service providers via phone, email, and chat, ensuring confidentiality and accuracy when processing VCC payments and handling sensitive insurance and customer eligibility data.Team Lead
Concentrix · 2021 — 2023Oversaw team performance for the Healthy Benefits Plus healthcare account, delivering feedback, coaching sessions, and training to improve results. Ensured compliance with HIPAA regulations and industry standards for customer data security, compiled regular performance and operational reports for management, and facilitated team member development in healthcare customer service.Subject Matter Expert
Concentrix · 2020 — 2021Acted as the primary contact for complex customer inquiries and escalated complaints within the Healthy Benefits Plus healthcare account, offering specialized guidance on case resolution. Collaborated with cross-functional teams to identify and implement process improvements, maintained detailed documentation of procedures and training materials, produced performance and customer satisfaction reports for leadership, and supported onboarding team members with tool navigation and process flow.Customer Care Representative
Concentrix · 2018 — 2020Responded to customer inquiries via phone, email, and chat for the Healthy Benefits Plus healthcare account, ensuring timely and thorough assistance while maintaining accurate records of interactions. Participated in ongoing industry training and customer care development, educated customers about program benefits and eligibility, and escalated issues as needed for resolution.
Skills & Expertise
Education
- Bachelor of Secondary Education – Major in MathematicsCebu Normal University
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