Ralph Vincent Custodio Email & Phone Number

Canada

-Support customers with various call types by taking inbound customer service and technical support calls for the client-Utilize Knowledge Base to answer queries as efficiently as possible-Strictly adhere to schedule and avoid absenteeism

• Proficiently interpret intricate and specific customer requirements to develop tailored test cases, ensuring thorough coverage and alignment with project objectives.• Design and implement comprehensive test cases that precisely address customer needs, leveraging a deep understanding of software functionality and user expectations.• Execute all assigned test cases within sprint timelines with meticulous attention to detail, guaranteeing comprehensive validation of software features and functionalities.• Thoroughly prepare test data to support rigorous testing processes, enabling accurate assessment of software performance and reliability under various conditions.• Document and communicate identified bugs effectively to facilitate timely resolution by the Development Team, contributing to the enhancement of software quality and overall project success.

• Led and managed a team of 15 Full-Time Equivalents (FTE) ensuring optimal productivity and adherence to client requirements.• Spearheaded training initiatives for all team members, crafting comprehensive Standard Operating Procedures (SOPs) and guidelines in collaboration with clients, resulting in enhanced operational efficiency and client satisfaction.• Cultivated talent within the team by identifying and developing one Quality Assurance (QA) specialist and one Subject Matter Expert (SME) from the initial group of trainees, fostering a culture of continuous improvement and expertise.• Achieved outstanding performance metrics, consistently maintaining Service Level Agreements (SLAs) in the green zone. Recognized quarterly by clients for surpassing all performance benchmarks, highlighting dedication to excellence and client satisfaction.• Implemented proactive coaching strategies to enhance operational performance and skill development, resulting in measurable improvements in team productivity and individual performance evaluations. Additionally, successfully minimized attrition rates, maintaining zero attrition throughout the current year, showcasing a commitment to fostering a stable and motivated workforce.

• Rapidly advanced from entry-level role to Quality Analyst within two months, showcasing exceptional dedication, hard work, and a proactive attitude toward professional growth and development.• Partnered with the QA Manager to implement strategies that significantly boosted team productivity, resulting in a remarkable increase from 10 to 18 processed orders per quarter, demonstrating effective leadership and collaboration skills.• Successfully maintained the Turnaround timeframe of the Escalations mailbox within 4 hours, ensuring prompt resolution of customer issues and fostering a reputation for reliability and efficiency within the team.• Played a pivotal role in nurturing and developing key team members into Subject Matter Experts and proficient Escalation Handlers, fostering a culture of continuous learning and skill enhancement within the team.• Demonstrated exceptional leadership qualities in driving team performance and achieving key objectives, fostering a positive and collaborative work environment that promotes growth, innovation, and excellence.

• Expertly addressed providers' inquiries concerning patient benefits and claims, showcasing mastery in Medicare and the American Health Care Insurance System.• Demonstrated proficiency in Revenue Cycle Management processes, ensuring smooth navigation of complex healthcare financial systems.• Analyzed and interpreted diverse Explanation of Benefits documents with precision, fostering comprehensive understanding and swift resolution.• Conducted thorough research and efficiently forwarded invalid claim denials for reprocessing, contributing to enhanced revenue recovery and client satisfaction.• Consistently ranked as a top performer, maintaining Low Average Handling Time (AHT), impeccable quality standards, perfect attendance, and elevated customer satisfaction levels.

• Orchestrated the seamless management of over 30 employees, encompassing both civilian and military personnel, ensuring optimized productivity and adherence to schedules.• Spearheaded the evacuation of high-risk patients to designated primary hospitals, displaying decisive leadership and commitment to patient care and safety.• Distinguished as a lecturer and trainer in Basic Life Support, empowering healthcare professionals with essential life-saving skills and knowledge.• Led as Project Head of the Committee for Health and Wellness at Fernando Air Base, driving initiatives that resulted in the successful eradication of Dengue cases over a significant 6-month period.• Delivered exceptional bedside nursing care and provided mentorship to newly assigned nurses and interns, fostering skill development and maintaining high standards of patient care.• Demonstrated proficiency in basic and advanced military functions, serving as a platoon leader and Ambulance Team Leader, exemplifying dedication to military service and operational excellence.• Executed specialized military nursing procedures, including wound suturing during emergency situations, showcasing proficiency in critical medical interventions under pressure.• Recognized with 3 service medals for outstanding performance, reflecting a track record of excellence and commitment to duty above and beyond the call of duty.

• Collaborated closely with the pharmacist to fulfill customer needs promptly and effectively, ensuring seamless operations and customer satisfaction.• Vigilantly upheld the pristine condition of medications and products, adhering to stringent quality standards and regulatory requirements.• Conducted daily inventory checks to optimize stock levels and prevent shortages, facilitating smooth supply chain management and minimizing disruptions.• Delivered exemplary customer service to both new and returning clients, fostering strong relationships and loyalty through attentive care and personalized assistance.• Ensured the accuracy of financial reports on a daily basis, guaranteeing transparency and accountability in financial transactions, and facilitating informed decision-making.

• Conducted meticulous reviews of financial reports across multiple TGP branches, meticulously verifying data accuracy and compliance with regulatory standards.• Proactively identified errors and discrepancies within the reports, promptly escalating findings to the supervisor for resolution, thereby ensuring financial integrity and operational efficiency.