Ezra Yap

Accomplished Customer Service Professional and Quality Analyst with a robust background in healthcare operations and data encoding. Expert in driving customer satisfaction through analytical problem-solving and quality assurance methodologies. Technical proficiency includes full-stack web development, combining front-end and back-end solutions with a focus on data integrity and process optimization.

Quality Analyst at Buwelo BPO Solutions (2024-04 – Present)

Quality Analyst role focusing on data analysis, quality assurance, and customer satisfaction improvement

• Analyzed data trends to provide strategic recommendations, improving forecasting accuracy by 25%
• Documented daily, weekly, and monthly reports, reducing errors in compliance tracking by 30%
• Audited over 1,000 communication records (calls, emails, chats, tickets) to ensure compliance with quality standards
• Led training sessions, reducing agent errors through performance feedback and coaching
• Handled and resolved 80% of escalated concerns, improving client satisfaction ratings

Prior Authorization Specialist at Buwelo BPO Solutions (2022-08 – 2024-04)

Prior Authorization Specialist handling medical documentation and insurance approval processes

• Compiled and submitted medical charts and supporting documentation for insurance approval
• Initiated authorizations through payer portals, resolving specialty medication denials
• Clarified clinical requirements directly with insurance representatives when needed
• Relayed approval details to clinics, including dosage and quantity
• Coordinated appeals and assisted in drafting Letters of Medical Necessity

Data Encoder, Data Analyst, Customer Service at Freelance (2013-06 – 2022-07)

Freelance role combining data encoding, analysis, and customer service responsibilities

• Managed CMS database integrity by accurately entering 5,000+ products into WordPress and Magento platforms
• Resolved 50+ tickets, 80+ emails, and 20+ customer calls daily
• Validated and cleaned data to ensure completeness and accuracy
• Collaborated remotely with international clients and project teams

Data Encoder at Source HOV (2012-05 – 2013-05)

Data Encoder role in healthcare processing and compliance

• Processed dialysis records and other patient medical documents for system entry
• Analyzed documents for input errors and compliance with healthcare regulations
• Maintained top-tier performance metrics and consistently met quality standards

Bachelor of Science in Computer Science – ComteQ Computer and Business College (2020 – 2024)