Loche A.
Mid-Level Customer Service Specialist
Open to offersNew to PlatformAbout
Loche A. is an experienced Grievance Research Analyst who has managed case investigations and report preparation for Helpware-Convey, handling grievance reviews and analysis in a project-based setting. In the healthcare and legal domains with OP360 – Morgan & Morgan / Citizens and EXL Service Philippines, Inc., Loche processed billing adjustments, verified patient accounts, and supported HSA account management, demonstrating competency in documentation & reporting and customer relationship management. Loche’s tenure at Cognizant Philippines included processing orders for Papa John’s and utilizing payment processing and upselling strategies, while prior roles at Sykes Asia and Qualfon Cebu showcased abilities in technical support & troubleshooting, specifically diagnosing connectivity issues and configuring internet services. Earlier experience in education and HR further underlines capability in training, payroll, and team support for over 100 employees, predominantly within the education, finance, HR, F&B, and BPO sectors.
Experience
Grievance Research Analyst
Helpware-Convey · 2025 — 2026Received and reviewed grievances and complaints. Conducted research and investigations into cases, analyzing findings to identify what transpired, and prepared reports along with case documentation.Customer Service Representative
OP360 – Morgan & Morgan / Citizens · 2023 — 2024Verified patient account details, processed billing adjustments, and communicated with healthcare facilities. Ensured the timely submission of documentation and followed up on outstanding medical records.Customer Service Representative
EXL Service Philippines, Inc. · 2022 — 2022Educated HSA account members about benefits, investments, and claims processes. Assisted users with account activation, balance inquiries, and document submission queries.Process Executive
Cognizant Philippines · 2020 — 2022Handled the processing of pizza delivery and carry-out orders for Papa John’s customers. Engaged in upselling additional products while ensuring secure card transactions.Technical Customer Representative
Sykes Asia Cebu · 2019 — 2020Diagnosed and rectified internet connectivity problems (NO SYNC / NO AUTH). Oversaw modem configuration, managed dispatch requests, and facilitated email recovery.Mortgage Specialist
Firstsource Solutions Limited · 2018 — 2019Addressed mortgage inquiries for Halifax and Lloyds Bank customers. Managed direct debit setups and recalibrated fixed-rate payment limits.Customer Service Representative
Qualfon Cebu · 2017 — 2018Provided technical support while managing escalated issues related to customer accounts.Secondary Teacher
University of the Visayas – Minglanilla Campus · 2012 — 2015Instructed various subjects and coached school athletic teams. Led Grade 9 advising and facilitated math club activities.HR Associate /Administrative Assistant
Asya Glass Philippines, Inc. · 2010 — 2012Supported HR processes and managed payroll for over 100 employees, along with regulatory reporting. Handled vehicle registrations and daily cash disbursements.Assistant Manager
Cebu Chef Garden Restaurant · 2006 — 2008Oversaw restaurant operations and managed inventory while ensuring customer satisfaction standards were met.
Skills & Expertise
Education
- Bachelor of Secondary Education, Major in MathematicsUniversity of the Visayas · — — 2006
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