Open to opportunities

Aaron Odi

@aaronodi

Customer Service & Resolution Specialist with 10+ years in healthcare support, escalations, and technical troubleshooting.

Philippines

Message

What I'm looking for

I’m looking for a customer-focused role where I can own complex escalations, deliver accurate healthcare support, and use CRM/call center tools to solve problems quickly while maintaining strong compliance and service quality.

I’m a Customer Service and Resolution Specialist with over 10 years of BPO experience, specializing in healthcare support, technical troubleshooting, and complex customer escalations. I focus on resolving concerns efficiently while maintaining high service quality.

In my current role at Sagility Philippines (Betaine Account), I provide second-level support for escalated healthcare claims, benefits, appeals, and authorizations. I help members by clearly explaining coverage, policies, and procedures, while documenting interactions to ensure accurate records and compliance.

I bring strong problem-solving and communication skills, using tools such as GPS, RUMBA, HRP, Avaya, and Microsoft Office to research and resolve issues. I also coordinate with internal departments to handle complex cases, improve customer satisfaction, and strengthen resolution outcomes.

Earlier, I supported technical troubleshooting at Convergys Philippines, managed asset inventory at Sutherland Global Services, and handled data and RMA coordination roles across multiple systems. I’m recognized for process compliance, careful documentation, and a genuine commitment to delivering an excellent customer experience.

Experience

Work history, roles, and key accomplishments

Current

CSR 2 Resolution Specialist

Current

Sagility Philippines

Mar 2016 - Present (10 years 2 months)

Provided second-level support for escalated healthcare claims, benefits, appeals, and authorizations, explaining coverage and procedures clearly and accurately. Researched and resolved issues using GPS, RUMBA, HRP, Avaya, and Microsoft Office, while documenting compliant case resolutions and coordinating with internal teams.

Escalation Handling Healthcare Claims Customer Service GPS Rumba Avaya

Technical Support Rep 2

Convergys Philippines Inc.

Nov 2015 - Feb 2016 (3 months)

Provided technical troubleshooting support for computers and Microsoft Office applications for international customers. Diagnosed software and hardware issues, maintained accurate documentation in support systems, and recommended products and services aligned to customer needs.

Technical Troubleshooting Microsoft Office Case Documentation Problem Solving

Asset Management Specialist

Sutherland Global Services

Feb 2015 - Aug 2015 (6 months)

Managed company computer equipment and office assets across operational areas, maintaining inventory tracking and asset records. Troubleshot issues, coordinated repairs or replacements, and prepared weekly and monthly inventory and asset reports.

Asset Inventory Troubleshooting & Repair Coordination & Compliance

Data Entry Operator

Asiabolt Industries LLC

Oct 2013 - Nov 2014 (1 year 1 month)

Maintained daily production records using company software systems. Performed administrative documentation and data entry tasks to support ongoing operations.

Data Entry Administrative Documentation Data Quality

RMA Coordinator

MSI-ECS Philippines Inc.

Oct 2011 - Jan 2013 (1 year 3 months)

Handled product return transactions and inventory tracking using SAP/CRM and Lotus Notes. Maintained accurate return and service documentation, supported office operations, and assisted with training new employees on systems and procedures.

SAP CRM Lotus Notes Office Operations