Mary S.

I want to share how my extensive experience in both voice and non-voice operations can bring immediate value to your team. I worked with Concentrix, where I climbed the ranks from a frontline agent to a Healthcare Subject Matter Expert. I was trusted to provide real-time coaching to agents, handle complex escalations, and manage 40 to 80 back-to-back calls daily. I have a zero-tolerance precision mindset, especially when it comes to HIPAA compliance, data privacy, and resolving issues on the very first contact. I excelled as a Non-Voice Content Moderator, where I audited hundreds of database records and digital ads daily, consistently maintaining a 95% to 98% accuracy rate in a high-speed environment. What truly sets me apart is my versatility. My background spans b2b tech, fintech, healthcare, and digital content moderation. Plus, my early experience in sales, field auditing, and and even wedding coordination has made me exceptionally organized and deeply empathetic.

• Subject Matter Expert / CSR (Voice - Healthcare)

  CONCENTRIX · 2024 — 2026
  Provided real-time coaching and support to live agents, addressing immediate process questions to enhance team performance. Efficiently resolved complex customer issues that were escalated from frontline agents. Conducted audits of agent interactions to identify knowledge gaps and led team huddles to improve key metrics systematically. Assisted trainers during the transition of new hires from the classroom to live production. Handled 40–80 back-to-back calls daily from patients, healthcare providers, and pharmacies while ensuring HIPAA compliance by verifying patient identity accurately. Checked eligibility, and prior authorizations, offering clear explanations of medical claims. Achieved First Contact Resolution for billing and insurance issues to alleviate patient distress. Reviewed client process updates with the team and maintained internal knowledge bases and SOPs. Participated in alignment meetings with Team Leaders and Quality Assurance to uphold operational standards.

• Customer Service Representative (Non-Voice - Content Moderator)

  CONCENTRIX · 2024 — 2024
  Evaluated 250–400 digital ads per shift to ensure compliance with platform policies regarding adult content and prohibited products. Maintained a high accuracy rate during Quality Assurance audits. Analyzed various media formats to detect phishing attempts and copyright violations. Made quick policy decisions to either approve, reject, or escalate cases while ensuring high accuracy. Conducted daily audits of over 100 high-volume database records to maintain data integrity and compliance with policies. Collaborated with internal teams and stakeholders to resolve ambiguous cases efficiently. Followed resilience protocols and took scheduled breaks to manage stress and high workloads.

• Customer Service Representative (Blended - Forex Trading/Sales)

  INCOMATION FUNDED FREEDOM · 2023 — 2023
  Managed customer inquiries related to Forex trading accounts through inbound and outbound communication via voice and chat. Provided education to clients regarding trading programs and platform features to support sales growth.

• Wedding Coordinator

  FREELANCE · 2022 — 2022
  Oversaw event timelines, coordinated with suppliers, and managed logistics to ensure smooth execution on the wedding day.

• Field Auditor / Mystery Shopper

  BRANDWORKS - NESTLE · 2021 — 2021
  Conducted anonymous audits of retail locations to assess brand compliance, product displays, and service quality.

• Online Seller (Retail & Food)

  INDEPENDENT BUSINESS · 2020 — 2020
  Managed all aspects of business operations, including sourcing merchandise, handling digital marketing efforts, and providing customer service.

• Sales Promodiser

  NCCC MALL (Tagum) · 2019 — 2019
  Managed product demonstrations, assisted customers, and monitored inventory levels on the sales floor.

• Service Crew

  DUNKIN’ DONUTS (Tagum) · 2017 — 2019
  Provided counter service, processed cash transactions, and ensured store cleanliness standards were strictly maintained.

• Cashier

  GAISANO MALL (Tagum) · 2016 — 2017
  Accurately processed point-of-sale transactions while managing a high volume of cash and card payments.

• TESDA Vocational Associate Graduate

  Tagum City College of Science and Technology Foundation Inc · 2013 — 2015
• High School Diploma

  Laureta National High School · 2009 — 2013