Alma Soyangco

I’m an analytical, detail-oriented customer care professional with over 3 years of experience across administrative support, customer support, process management, and operations reporting. I focus on monitoring performance and turning service data into actionable improvements—especially where SLA and customer satisfaction are critical.

In my role as Senior Customer Care (Remote) at HCLTech (Jan 2025–Present), I create and manage service tickets in ServiceNow, ensuring timely tracking and resolution. I analyze customer concerns, identify process gaps for escalation or improvement, and support service request documentation and follow-ups while maintaining compliance with service metrics.

At Carelon Global Solutions, I handled multiple lines of business (April–December 2024), staying aligned with SLA metrics for claims and benefits inquiries, payment, and updates of record. I used 20+ tools to track and resolve customer cases, collaborated with management to improve workflows, and reduced ticket backlog by 20–30% through stronger escalation tracking and process improvements.

Earlier, I balanced customer-facing roles with performance reporting—earning recognition as Top Sales Specialist and Top Customer Service Agent at Globe Telecommunications. I also bring an accuracy-first mindset from remote transcription work, where I transcribed and proofread audio/video with confidentiality and tight deadlines, which strengthens my reporting quality in service operations.