Paul James Braga

Results-driven customer service professional with nearly 5 years of experience handling multiple accounts across diverse industries. Skilled in delivering exceptional customer support, resolving complex concerns, and maintaining high client satisfaction in fast-paced environments. Proven ability to manage high-volume interactions through phone, email, and chat while adapting quickly to different products, systems, and customer needs.

Strong communication, problem-solving, and multitasking abilities with a consistent track record of meeting performance targets and building positive customer relationships.

Customer Service Representative - COGNIZANT

(2026-01 - 2026-04)

Account: Cigna Healthcare Key Responsibilities: Developed, tested, and maintained healthcare-related applications and systems for clients, ensuring performance, reliability, and scalability. Worked on modules related to patient data, claims processing, billing systems, and electronic health records (EHR). Collaborated with cross-functional teams including business analysts, QA testers, and healthcare specialists to deliver system requirements.

Wrote clean and efficient code using programming languages such as Java, .NET, or SQL (depending on your stack). Performed debugging, troubleshooting, and issue resolution to maintain system stability. Ensured compliance with healthcare standards and data privacy regulations such as HIPAA.

• Successfully delivered system enhancements and bug fixes within deadlines
• Improved application performance and reduced system errors through optimized code
• Recognized for attention to detail and ability to handle sensitive healthcare data securely

Sales Representative - Asurion

(2025-07 - 2025-12)

Account: Tech Sales Assisted customers with mobile devices, electronics, and protection plans, ensuring they understood product features and benefits. Promoted and sold Asurion services such as device protection, insurance plans, and technical support subscriptions. Handled inbound and outbound calls, identifying customer needs and recommending appropriate solutions.

Delivered basic troubleshooting for smartphones, tablets, and other tech devices. Upsold and cross-sold products and services to meet and exceed sales targets. Documented all customer interactions accurately in CRM systems while maintaining data privacy standards.

• Consistently met or exceeded monthly sales quotas and KPIs
• Recognized for strong sales conversion rates and excellent communication skills
• Maintained high customer satisfaction scores by providing clear, helpful, and efficient service

Customer Service Representative - CONCENTRIX MAKATI

(2024-02 - 2025-06)

Account: General Motor Handled inbound customer inquiries related to General Motors vehicles, services, and accounts. Assisted customers with concerns involving vehicle features, warranty coverage, roadside assistance, and dealership coordination. Provided support for brands under GM such as Chevrolet, GMC, Cadillac, and Buick.

Troubleshot basic technical issues (e.g., infotainment systems, OnStar services, account access). Documented customer interactions accurately while navigating multiple systems. Ensured compliance with company policies and maintained high-quality customer service standards.

• Maintained high customer satisfaction (CSAT) scores through effective communication and timely issue resolution
• Recognized for handling escalated concerns with professionalism and empathy
• Consistently met performance metrics such as AHT, QA, and adherence

Customer Service Representative - IQOR - STA. ROSA

(2023-04 - 2023-09)

Account: Telecom Rebates Promoted to Senior Agent based on consistent performance and product mastery Handled complex and escalated customer cases related to rebates, device trades, and account discrepancies Assisted in mentoring newer agents by sharing best practices and process clarifications Maintained high accuracy in account updates, directly supporting customer satisfaction and retention.

• Trusted as a go-to resource for complex customer issues
• Supported team stability and service quality through peer guidance

Customer Service Representative - ALORICA - LIPA

(2022-02 - 2023-03)

Account: Macy's Credit Card Assisted customers with payments, past-due balances, disputes, credit limit requests, and lost or stolen cards Protected company revenue while maintaining a customer-first, compliant approach to collections Successfully balanced empathy and policy to resolve sensitive financial concerns Consistently met or exceeded call handling, quality, and compliance metrics.

• Helped maintain account standing and reduce delinquency
• Strengthened customer relationships during high-stress financial interactions

Customer Service Representative - Teletech Lipa

(2021-07 - 2022-01)

Account: UnitedHealthcare Handled inbound calls from members of UnitedHealthcare regarding insurance coverage, benefits, and claims. Assisted customers with plan details such as eligibility, billing, prescriptions, and provider information. Resolved customer concerns efficiently while maintaining high customer satisfaction and compliance standards.

Navigated multiple systems to access patient/member data and document interactions accurately. Followed HIPAA guidelines to ensure confidentiality of sensitive health information.

• Met and exceeded performance metrics including AHT (Average Handle Time), CSAT, and QA scores
• Helped maintain account standing and reduce delinquency
• Strengthened customer relationships during high-stress financial interactions

Bachelor - Saint Paul College of Technology (2010-06 - 2014-04)

Tagumbao High School (2006-06 - 2010-03)

Gerona North central (2000-06 - 2006-03)