Asca Chemutai

I’m a customer-focused Senior Customer Support Representative with over 8 years of experience delivering exceptional support, patient engagement, content moderation, and technical support across healthcare and SaaS environments. I manage high-volume customer interactions through phone, email, chat, and CRM platforms while keeping service quality high.

In healthcare, I’ve handled patient inquiries, appointment scheduling, and case management—resolving concerns through phone and email while maintaining accurate documentation and timely follow-up. I prioritize multiple cases, coordinate with clinicians and administrative teams, and escalate sensitive issues according to established healthcare procedures, while maintaining confidentiality through HIPAA/PHI principles.

In SaaS, I’ve supported large queues of customer emails and resolved inquiries end-to-end using Salesforce CRM. I also perform content moderation by reviewing customer-generated content to maintain a safe, respectful, and professional online community, and I investigate reported issues with technical troubleshooting, escalations through JIRA, and proactive service recovery.

I’m known for measurable results, including achieving a 100% Customer Satisfaction (CSAT) score and a 99.59% Quality Score, plus receiving the Customer Service Hero Award. I bring strong written and verbal communication, SLA compliance, detailed documentation, and cross-functional collaboration to help teams resolve issues efficiently and continuously improve customer experience.