Charlene R.

Charlene R. is a dedicated professional with extensive experience in the call center sector, known for her exceptional work at companies like Sagility and WNS. As a Call Center Agent at Sagility from May 2024 to July 2025, she successfully processed over 200 healthcare prior authorization requests per month, achieving a 98% accuracy rate through meticulous review and documentation. Her adeptness in resolving complex customer and provider issues and her ability to reduce call handling time by 15% in a high-volume environment underscore her operational efficiency. Transitioning to WNS as a Senior Associate Operations from February 2026 to August 2026, Charlene managed daily operational workflows, ensured complete compliance with client SLAs, and enhanced on-time delivery rates. Her coordination with cross-functional teams facilitated client issue resolution and process streamlining. Charlene's strong skill set includes compliance and quality assurance, workflow management, and stakeholder communication. She holds a Bachelor of Secondary Education, majoring in English, from Rizal Technological University, and has completed rigorous training in HIPAA and medical billing.