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Kevin A. — Senior BPO Technical Operations Specialist from Philippines

Kevin A.

Senior BPO Technical Operations Specialist

Philippines 6+ years
Open to offersNew to Platform
Languages
EnglishTagalog
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About

Kevin A. is a seasoned professional with over 11 years of experience in the BPO sector, specializing as a Senior Technical Operations and Retention Specialist across technical support, healthcare administration, and revenue retention domains. At TELUS Digital, Kevin managed client cancellations, executing strategic de-escalation to retain at-risk customers, while at Tata Consultancy Services, he audited usage patterns and performed secure SIM swaps and number porting for telecom clients. In healthcare, his tenure at Legato Health Technologies involved complex medical eligibility verification, prior authorizations, and meticulous HIPAA-compliant data handling. At Sitel Group, he resolved real-time hardware and software failures, focusing on Tier 3 troubleshooting and process optimization in high-volume, remote support environments. His expertise ensures operational efficiency, data security, and client retention across medical, telecommunications, and BPO industries.

Experience

  • Team Leader

    TELUS Digital · 2023 — 2026
    Oversaw the management of complex cancellations and implemented strategic de-escalation techniques to retain clients at risk of leaving.

  • Senior Technical Support Specialist

    Sitel Group · 2019 — 2022
    Facilitated end-to-end troubleshooting by managing a high volume of inbound and outbound calls to address complex hardware and software issues. Focused on data security by optimizing the document lifecycle and protecting sensitive information for enterprise clients.

  • Medical Healthcare Specialist 3

    Legato Health Technologies · 2017 — 2018
    Handled medical eligibility verification, benefits validation, and prior authorization to support seamless patient care and provider remuneration. Engaged in claims advocacy by managing appeals and providing status updates to reverse denied claims.

  • Customer Service Specialist

    Tata Consultancy Services
    Evaluated sophisticated usage patterns to transition users to high-value plans, reducing churn for both mobility and internet services. Conducted high-risk operations, including SIM swaps and number porting, ensuring account integrity through zero-fail identity verification.

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