Joseph Michael Oledan

Customer Success and Customer Support Specialist with 8+ years of experience supporting U.S.-based healthcare, telecommunications, eCommerce, and service operations clients. Skilled in customer relationship management, patient communication, appointment scheduling, service recovery, escalation handling, and workflow coordination in fast-paced remote environments. Experienced in phone, email, and chat support while consistently meeting SLA, CSAT, QA, and First Call Resolution targets.

Proven ability to build strong customer relationships, resolve concerns efficiently, and support smooth daily operations through effective CRM management and operational support.

AI Customer Interaction Specialist - QA and Customer Operations Support at HungerRush LLC (2024-02 – 2026-04)

• Improved communication accuracy by 25% by conducting QA reviews on 20 to 40 daily AI-assisted and live customer interactions while supporting service quality standards.
• Increased operational efficiency by identifying workflow gaps, escalation trends, and customer concerns through detailed interaction analysis and reporting.
• Supported customer retention and service recovery efforts by maintaining SLA reports, QA dashboards, and process improvement documentation.

Appointment Setter at Presto Staffing (2023-04 – 2023-06)

• Increased scheduling efficiency by 20% by coordinating inbound and outbound appointments, confirmations, follow-ups, and calendar updates.
• Reduced scheduling conflicts and missed appointments by maintaining accurate CRM records and providing timely customer communication.
• Supported customer engagement and scheduling coordination by assisting with dispatch activities, appointment follow-ups, and daily workflow management.

Medical and Customer Support Virtual Assistant at Cerebral and Keeps (2022-03 – 2023-03)

• Managed 60 to 100 daily patient interactions through phone, email, and chat support while coordinating appointments, account updates, and follow-up requests.
• Improved patient satisfaction and retention by resolving billing concerns, prescription refill requests, subscription issues, and service escalations in a timely manner.
• Maintained HIPAA-compliant EMR documentation and supported care coordination through accurate scheduling updates and ongoing patient communication.

Customer Service Representative | DoorDash Account at CNM BPO Solutions (2018-10 – 2021-05)

• Maintained strong SLA, CSAT, and First Call Resolution performance while handling more than 100 daily inbound customer support calls.
• Reduced customer dissatisfaction by resolving refunds, replacements, delivery concerns, and escalations through effective problem-solving and communication.
• Streamlined workflow efficiency by maintaining accurate CRM documentation, multitasking across systems, and providing professional customer support.

Technical and Customer Support Representative | AT&T DirecTV at VXI Global Solutions (2016-08 – 2017-11)

• Improved First Call Resolution rates by troubleshooting technical, billing, and account-related concerns through structured customer support.
• Reduced repeat contacts by assisting customers with device setup, service recovery, and account management support.
• Maintained accurate CRM and VOIP documentation while handling high-volume support requests and escalation follow-ups.

Customer Support Representative | Bell Mobility Canada at Teleperformance (2016-02 – 2016-05)

• Maintained SLA and productivity targets while managing high-volume billing inquiries and account-related customer concerns.
• Improved account accuracy by updating customer records and maintaining detailed CRM documentation during daily support operations.
• Increased customer satisfaction by resolving billing issues and service concerns professionally in a fast-paced support environment.

Bachelor of Science in Hotel and Restaurant Management

Philippine Women's College of Davao

Completed Undergraduate Coursework