Kimberly A.
Mid-Level Quality Analyst - Travel Health Insurance
Open to offersNew to PlatformAbout
Kimberly A. is an experienced Quality Analyst and customer service professional with a background in the travel health insurance industry. She has managed quality monitoring and compliance for Assistance, Medical, and Claims teams, drawing on her expertise in Quality Assurance & Auditing and process improvement. Kimberly has conducted audits of customer interactions, delivered coaching to improve agent performance, and prepared analytical reports for management in fast-paced, remote environments. Her work history includes roles in customer support, technical support, billing, and fraud analysis within technology and financial accounts, as well as sales in the BPO sector. Kimberly’s professional experience is supported by a Bachelor of Public Administration and proficiency in documentation & record management and CRM tools.
Experience
Quality Analyst / Customer Service
Travel Health Insurance Account · 2024 — PresentEvaluate and monitor customer interactions across the Assistance, Medical, and Claims teams to ensure compliance with company standards and policies. Conduct audits on various communication channels such as calls and emails, providing coaching and actionable feedback to enhance agent performance. Analyze service trends, identify performance gaps, and suggest process improvements while preparing reports and performance insights for management.Customer Support Associate
Collabera Technologies Private Ltd.Managed customer inquiries through phone, email, and chat, delivering accurate information and effective solutions. Maintained detailed and up-to-date customer records.Technical Support / Billing Associate
VXI Global Holdings B.V. (Philippines)Supported customers with technical issues and billing inquiries, troubleshooting problems to ensure timely resolution.Fraud Specialist
TeleperformanceReviewed transactions to detect fraudulent activities, ensuring account security and adherence to company policies.Sales Associate
Inspiro Relia, Inc.Promoted various products and services, successfully building and maintaining strong customer relationships.Operations Staff (Internship)
McDonald’s – Rosario, BatangasAssisted in daily operations while providing customer service, ensuring efficiency and cleanliness in a fast-paced setting.
Skills & Expertise
Education
- Bachelor of Public AdministrationEulogio "Amang" Rodriguez Institute of Science and Technology – Manila Campus · — — 2023
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