Angelica V.

Angelica V. has served as a Senior Representative – Real Time Analyst and Customer Service Advisor II at Concentrix, UPA Ayala Technohub, supporting the international healthcare industry. Her responsibilities included real-time monitoring of multiple contact center queues to ensure service level and ASA targets were maintained, implementing intraday adjustments, tracking agent adherence, and conducting real-time staffing actions. She provided accurate real-time reports, analyzed call trends, and communicated operational risks and system outages to stakeholders, advancing workforce efficiency and service continuity. In the customer service domain, Angelica V. managed advanced patient and provider inquiries related to benefits, coverage, claims, billing, and appointment scheduling, utilizing Microsoft Excel and professional email and chat support while maintaining strict compliance with HIPAA and company standards. Her scope also included supporting escalations and ensuring accurate documentation across healthcare operations.