Medical Billing Representative - DME Service Solution
(2026-02)
- Resolve escalated billing disputes by breaking down itemized charges, prorated fees, taxes, and past-due balances into clear terms, reducing customer confusion and repeat contacts.
- Process high-sensitivity account changes — installation address, emergency contact, credit card/banking details — with full accuracy, maintaining compliance with data-security and audit standards.
Technical Care Representative - iQor Dasma
(2025-03 - 2026-01)
- Manage the full customer account lifecycle — profile updates, service plan changes, and authorized feature modifications — while maintaining strict adherence to account security and audit protocols.
- Diagnose and resolve complex device, network, and connectivity issues, restoring service reliability and enhancing the overall customer experience.
Financial Technical Support - Foundever
(2024-03 - 2025-01)
- Managed end-to-end payroll processing workflows for assigned client accounts, ensuring strict regulatory compliance and on-time disbursement.
- Diagnosed and resolved complex technical platform issues and account glitches, sustaining a high first-contact resolution rate.
- Built trusted client relationships that supported strong retention by balancing technical troubleshooting with proactive account management.
Resolution Specialist Escalation - iQor Dasma
(2022-07 - 2023-09)
- Owned root-cause analysis and resolution for the most complex, escalated customer cases that front-line teams were unable to close.
- Partnered across 4 cross-functional teams (Technical Support, Activation, NTC, Customer Care) to resolve intricate, multi-department customer issues.
- Maintained meticulous case documentation and resolution records, supporting audit readiness and quality review.
Team Leader - UniX Gaming
(2021-11 - 2022-05)
- Led regular team meetings to align representatives on performance metrics, industry trends, and process improvements.
- Monitored and analyzed team performance data to identify opportunities that improved productivity, efficiency, and customer satisfaction.
- Set individual performance goals and delivered ongoing coaching and feedback, driving team accountability and growth.
Customer Service Associate - Accenture
(2020-10 - 2021-11)
- Delivered multi-channel support (phone, email, chat) for high call volumes while consistently meeting service-level targets.
- Maintained up-to-date product knowledge across new features, promotions, and policies to ensure accurate, informed customer guidance.
Client Marketing Specialist - CGV Virgo Contact Solutions
(2019-03 - 2020-04)
- Developed and executed strategic marketing campaigns for key clients, aligning with their business objectives and target audiences.
- Analyzed campaign performance metrics and provided data-driven insights and recommendations for optimization.
