Raymond Cafino

Data-driven Quality Analyst with over 5 years of experience in technical support, reporting, and data analysis, including hands-on exposure to healthcare operations such as claims processing and appointment coordination. Skilled in data cleaning, dashboard creation, and trend analysis using Excel, Power BI, and SQL. Experienced in auditing user interactions, identifying business outcomes, and ensuring data accuracy across large datasets.

Proven ability to handle healthcare claims validation, resolve discrepancies, and conduct outbound appointment scheduling through cold calling while maintaining high compliance and customer satisfaction.

Quality Analyst (Transaction Monitoring & Reporting) - Infosys BPM

(2023-07)

• Analyzed 50-60+ calls/tickets weekly to identify trends and performance gaps.
• Built Excel dashboards improving report visibility for stakeholders.
• Delivered weekly business review reports with actionable insights.
• Performed data cleaning to ensure 95%+ report accuracy.

Senior Process Associate - Tata Consultancy Services

(2021-09 - 2023-05)

Handled healthcare accounts focusing on claims processing, validation, and appointment coordination, ensuring compliance with client and regulatory standards.

• Conducted outbound cold calling to patients and providers for appointment scheduling, confirmations, and follow-ups

Technical Support Representative - Alorica

(2019-08 - 2021-08)

• Provided technical support and managed tickets via Service Now
• Resolved customer issues related to accounts and applications

Bachelor of Science - Information Technology - Cavite State University - Cavite City Campus (2015-06 - 2019-06)