Over 10 years of experience in BPO industry, the last five years dedicated in healthcare customer service and quality assurance. My most recent role as a Quality Supervisor, I led a team of analysts supporting healthcare accounts, ensuring compliance with HIPAA regulations and improving service accuracy through structured audits and coaching. My prior experience as a Quality Assurance Analyst and Customer Service Representative further honed my skills in benefits verification, claims review, appeals validation, and provider/member communication. These roles required meticulous attention to detail, strong documentation practices, and a commitment to patient-centered service.
Beyond my technical expertise, I am proficient in Microsoft 365, Google Workspace, SharePoint, and CRM systems, enabling me to manage digital documentation and streamline workflows effectively. My background in quality auditing and root-cause analysis equips me to identify and resolve issues quickly, ensuring smooth billing operations and compliance with industry standards
