Olga Ee

Bilingual (C1 English) Customer Service Specialist with experience supporting U.S.-based healthcare members in high-volume call center environments. Skilled in handling complex inquiries, conflict resolution, and maintaining strong performance metrics.

Experience in both customer-facing and administrative roles, with strong communication and organizational skills. Seeking remote opportunities in Customer Support or Virtual Assistance.

Customer Service Representative / Subject Matter Expert (SME) at Teleperformance - UnitedHealthcare (U.S. Account) (2025-08 – 2025-12)

Handled 60-80 high-volume inbound calls per shift, consistently delivering excellent customer experience and meeting strict KPIs.

• Handled 60-80 high-volume inbound calls per shift, consistently delivering excellent customer experience and meeting strict KPIs.
• Provided end-to-end support on eligibility, benefits, claims, and provider services with accuracy and efficiency.
• Resolved complex and sensitive issues using strong critical thinking and conflict resolution skills.
• Maintained top performance in QA, adherence, and productivity metrics in a fast-paced environment.
• Acted as Subject Matter Expert (SME), assisting teammates with escalations and process clarification.
• Drove higher first-call resolution and customer satisfaction through proactive problem-solving and clear communication.

Sales Advisor at Teleperformance (2024-07 – 2025-01)

Assisted customers with product selection and inquiries, delivering personalized service to enhance customer experience.

• Assisted customers with product selection and inquiries
• Delivered personalized service to enhance customer experience
• Handled objections and resolved issues effectively
• Met and exceeded sales targets through strong communication skills

Receptionist / Administrative Support at Teleperformance (2025-02 – 2025-04)

Managed client inquiries and scheduled appointments, handling phone communications and administrative tasks.

• Managed client inquiries and scheduled appointments
• Handled phone communications and administrative tasks
• Organized calendars and supported documentation processes
• Provided professional and customer-focused service

English Studies in English Language – ICPNA (2014 – 2019)

C1 English Certification (CEFR) in Advanced English Program – ICPNA (2018 – 2018)

Administration and Marketing in Business Administration – Currently Studying

Secondary Education in Secondary Education – I.E.P Latino