Customer ServiceCustomer Service
Rhayan
$800
per month
($5/hour)
Profile Description
Results-driven customer service and healthcare support professional with over six years of experience in customer service, healthcare operations, technical support, insurance verification, prior authorizations, quality assurance, training, and team leadership. Proven ability to manage escalations, resolve complex customer concerns, lead high-performing teams, and deliver exceptional customer experiences. Recognized for strong communication, problem-solving, and organizational skills with the abi...
Top Skills
Skills & Expertise
Skill Levels Explained:
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Customer Success
Data & Analytics
Work Experience
Senior Associate
IQOR
May 2025 - Present
Key Achievements:
• Handled escalated customer complaints and complex service issues. • Resolved billing disputes, returns, refunds, and policy-related concerns. • Exercised sound judgment while adhering to company policies. • Focused on customer retention and delivering excellent customer satisfaction. • Documented customer interactions accurately and ensured timely resolution.
Technical Support Representative
ACSPro Global Solutions
Aug 2024 - May 2025
Key Achievements:
Provided phone, email, and outbound support to U.S.-based healthcare professionals. • Assisted with medication dispensing devices used in healthcare facilities. • Resolved technical issues and coordinated with internal teams when necessary. • Maintained accurate documentation while meeting productivity and quality standards.
Verifications And Authorization Specialist / Operations Supervisor
ACSPro Global Solutions
Oct 2022 - Aug 2024
Key Achievements:
Promoted through multiple roles due to strong performance: • Verifications and Authorizations Coordinator • Team Leader • Quality and Training Associate • Operations Supervisor Key Responsibilities: • Verified insurance eligibility and benefits. • Processed prior authorization requests for home healthcare services. • Coordinated with insurance companies, providers, and clinical teams. • Led a team of 39 employees, including Team Leaders and support staff. • Managed staffing, scheduling, productivity, attendance, and quality metrics. • Conducted coaching sessions, performance evaluations, and quality reviews. • Facilitated training sessions and implemented process improvements. • Oversaw daily campaign operations and ensured service-level targets were achieved.
Customer Service Representative / Subject Matter Expert / Team Manager
Ibex Philippines
Aug 2019 - Sep 2022
Key Achievements:
• Provided customer support for a logistics account. • Assisted agents as a Subject Matter Expert by resolving complex customer issues. • Conducted coaching sessions and knowledge refreshers. • Reviewed customer complaints and identified opportunities for improvement. • Co-hosted team meetings and communicated process updates. • Managed team productivity, attendance, and quality performance. • Prepared operational and productivity reports. • Mentored new hires and supported employee development.