Alexa Arocena

Healthcare Client Care Specialist with 5+ years of experience supporting veterans and healthcare clients in fast-paced healthcare environments. Experienced in VA disability claims support, client relationship management, medical documentation, CRM systems, escalation handling, and healthcare operations. Proven ability to manage high-volume caseloads, maintain HIPAA-compliant documentation, and deliver exceptional client experiences while consistently exceeding quality and productivity goals.

Client Experience Specialist - GLOBALTEK BPO INC.

(2023-03)

• Manage outbound follow-ups with unresponsive clients to re engage them in the process/
• Manage confidential client records using CRM systems.
• Resolve client escalations while maintaining high customer satisfaction.
• Coordinate medical documentation and client communications.
• Consistently meet productivity and quality KPIs.

Claim Upload Specialist - GLOBALTEK BPO INC.

(2022-01 - 2023-02)

• Processed medical documentation with 98–100% accuracy.
• Assisted clients with document uploads and claim submissions.
• Verified documentation to minimize processing delays.

Customer Care Specialist - GLOBALTEK BPO INC.

(2021-05 - 2021-12)

• Handled 80+ client interactions daily.
• Guided veterans through disability claim requirements.
• Improved case completion rates by 20–30% through proactive follow-ups.
• Maintained HIPAA-compliant documentation.

Customer Service Representative - SITEL CORP.

(2020-06 - 2021-01)

• Resolved billing inquiries for AT&T DIRECTV customers.
• Maintained excellent customer satisfaction and quality scores.

Bachelor of Science - Hotel and Restaurant Management - Nueva Ecija University of Science and Technology (2013 - 2017)