Nicole Cyprianne Infantado

• Assisted guests and hosts with reservation inquiries, booking modifications, cancellations, and account-related concerns. • Provided exceptional customer support through phone, chat, and email while maintaining high customer satisfaction ratings. • Resolved complex reservation issues by investigating account details, policies, and transaction records. • Mediated disputes between guests and hosts to achieve fair and policy-compliant resolutions. • Assisted guests in securing alternative accommodation during last-minute cancellations and travel disruptions. • Provided technical support for account access, verification, and platform navigation issues. • Educated users on Airbnb policies, procedures, and best practices to enhance their overall experience. • Documented customer interactions accurately and maintained detailed case records within internal systems. • Collaborated with cross-functional teams to resolve escalated cases and service-related concerns. • Consistently met quality, productivity, and customer experience performance metrics.

• Provided accurate and timely information regarding member eligibility, benefits, claims, and coverage inquiries. • Resolved complex customer concerns while ensuring compliance with company policies and healthcare guidelines. • Handled escalated calls and served as a point of contact for challenging member issues, delivering effective resolutions. • Supported new and tenured agents by providing guidance on call handling, claim inquiries, and issue resolution. • Managed mentor line calls, assisting agents with real-time problem-solving and ensuring quality customer service. • Demonstrated strong analytical and critical-thinking skills when reviewing member accounts and claim-related concerns. • Maintained high standards of customer satisfaction, professionalism, and accuracy in a fast-paced environment. • Collaborated with team members and leadership to improve service quality and operational efficiency.

• Processed and managed continued stay authorization requests for skilled nursing services across Commercial, Medicare, and Medicaid plans. • Coordinated with insurance providers, healthcare facilities, and clinical teams to obtain required documentation and support timely authorization decisions. • Conducted follow-ups on pending requests and gathered additional clinical information to facilitate case reviews. • Managed facility communications and responded to inquiries through email and other communication channels. • Performed verbal reviews and pre-authorization processes for skilled nursing care in accordance with payer guidelines. • Maintained and organized census reports for seven skilled nursing facilities, ensuring accurate patient tracking and case management. • Ensured compliance with healthcare regulations, insurance requirements, and internal quality standards. • Demonstrated strong attention to detail while managing multiple cases and meeting established turnaround times.