CUSTOMER EXPERIENCE AGENT
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Customer Service Representative with 3+ years of experience in healthcare claims, benefits support, and patient appointment scheduling. Demonstrated leadership as a Senior Operations Associate at WNS Global Services, optimizing workflows and resolving complex claims. Skilled in multichannel hospitality support at VACASA, managing chat and email inquiries for platforms like Airbnb and Booking.com.
Strong in consultative sales, CRM tools, and advanced English communication, ensuring professional and empathetic service in remote work environments.
United Healthcare CEA (Provider & Member Services) - Alorica Teleservices Incorporated
(2018-09 - 2021-07)
Managed provider services including claims inquiries, benefit explanation, and medical records review. Upskilled to Member Services, expanding responsibilities to patient appointment scheduling, sales of add‑on benefits, eligibility verification, and guiding members through plan upgrades and renewals.
Senior Associate - Operations - WNS Philippines Global Services
(2022-11 - 2023-04)
Led claims auditing and analyst collaboration, ensuring compliance and workflow accuracy. Demonstrated leadership in coordinating team efforts and maintaining service quality standards.
Email/Chat Support - Hospitality Account - Smiles on Demand by VERVENT Philippines
(2024-06 - 2024-09)
Managed backlog booking and rental inquiries via email and chat for VACASA, Airbnb, Booking.com, and VRBO. Delivered professional support in hospitality services, ensuring timely resolution and customer satisfaction.
Associate Degree - Information Technology, Major in English - STI College (2014 - 2016)
