Carlos Pasia

Customer Support and Quality Assurance professional with experience in regulated healthcare environments. Skilled in customer service, compliance, quality reviews, case investigations, GDPR, operational support and process improvement. Recognised for strong attention to detail, problem-solving, and delivering excellent customer experiences while maintaining regulatory standards.

Quality Assurance / Customer Service Specialist at HeliosX – MedExpress (2024-11 – Present)

• Delivered high-quality customer service by supporting customers through email and live chat, resolving complex enquiries and ensuring a positive customer experience.
• Monitored compliance with internal policies, SOPs, prescribing guidelines and regulatory requirements through quality reviews and audits. Reviewed escalated and complaint cases, identified trends, provided constructive feedback and supported continuous improvement.
• Maintained GDPR compliance, identified patient safety risks, collaborated with operational and clinical teams, investigated service issues and maintained accurate documentation.

Office Administrator at Excell Care Services Ltd (2022-10 – 2024-11)

Provided administrative and operational support within a busy healthcare environment, acting as the main point of contact for clients and carers.

• Coordinated staff rotas, maintained accurate records, supported recruitment and onboarding, monitored compliance and training records, processed invoices, and ensured continuity of care through effective scheduling and communication.

Auditor at Gios Commercial (2019-09 – 2022-04)

• Conducted inventory audits, reconciled physical and system stock, investigated discrepancies, prepared reports and communicated findings to management.

Administrative Assistant at MAF Tractor Parts & Supply, Inc. (2012-06 – 2018-09)

• Provided administrative support, managed records, processed invoices, handled customer enquiries and maintained office operations.

Bachelor of Science in Psychology – St. Paul University Philippines (2007 – 2011)