Jed Medina (Kim)

Detail-oriented Back Office Associate and Administrative Support professional with 8+ years of BPO experience in data entry, CRM management, billing, technical support, and telesales. Proven track record in managing multi-client backoffice operations, processing and organizing large volumes of data with high accuracy, and generating performance reports. Skilled in workflow automation, document management, order processing coordination, and cross-departmental communication.

Proficient in Microsoft Excel, Google Sheets, CRM platforms, and Autovation. Consistently reliable in remote, fast-paced environments with strong attention to detail and a commitment to data integrity and operational efficiency.

Administrative Support (Admin Assistant B2B) - HC Development - Remote

(2025-02)

• Managed end-to-end back-office operations for multiple clients, including data entry, CRM updates, and database maintenance to ensure accurate and up-to-date records.
• Processed and organized inbound email and SMS responses daily, routing follow-ups and logging all outcomes into structured tracking sheets with high accuracy.
• Generated weekly and monthly performance reports on campaign metrics including call volume, lead counts, RFIs, and conversion data for client review.
• Implemented automated back-office workflows using Autovation, reducing manual processing time and improving operational efficiency across active campaigns.
• Maintained daily, weekly, and monthly response trackers for email and LinkedIn campaigns across multiple client accounts.
• Supported database cleanup and contact segmentation efforts, ensuring data integrity and consistency across all client records.
• Monitored AI agent call activity and SMS campaign performance, verifying data accuracy and escalating discrepancies for resolution.
• Coordinated cross-functional communication between campaign teams and clients to ensure timely follow-ups and smooth workflow execution.

Technical Chat Support (Back Office & CRM Operations) - Conduent

(2019-03 - 2021-10)

• Handled 2–3 concurrent live chat interactions while simultaneously updating CRM records with accurate interaction statuses and case notes in real time.
• Processed billing disputes, accounts receivable inquiries, and ID/password resets with a focus on accuracy and timely case resolution.
• Scheduled and coordinated in-store service appointments, documenting all details in the CRM system for accurate record keeping.
• Recognized for mentoring new hires during nesting period, improving team onboarding efficiency.

Technical Support Specialist - Conduent

(2019-03 - 2021-10)

• Diagnosed and resolved customer internet connectivity issues, documenting case outcomes in the CRM system after each engagement.
• Coordinated technician visit scheduling, ensuring accurate appointment data was recorded and communicated across departments.

Technical Support Specialist - TeleTech Philippines

(2018-01 - 2018-04)

Billing Specialist - ePerformax Contact Centers & BPO

(2017-02 - 2017-09)

• Resolved customer billing disputes related to online banking accounts, maintaining accurate CRM records after every interaction.
• Processed ID/password resets, accounts receivable inquiries, and billing adjustments with accuracy and efficiency.

Billing & Technical Support Specialist - Teleperformance

(2016-03 - 2016-09)

• Resolved gaming device technical issues and managed accounts receivable and billing disputes in alignment with company policies.
• Maintained up-to-date CRM interaction records and case outcomes after each customer engagement.

Telesales Support Specialist - Convergys

(2015-06 - 2016-01)

• Guided customers through device selection, line add-ons, and upgrade options, driving sales while ensuring accurate account documentation.

Data Entry Specialist - Philippine Avante International Technology Corporation

(2014-02 - 2014-09)

• Transferred data from physical records to digital files using Microsoft Excel, ensuring data integrity, consistency, and accuracy throughout the process.

B.S. - Psychology - Adamson University