Cassiopeia Lynx
@cassiopeialynx
Process Improvement Analyst improving healthcare customer experiences through data and cross-team collaboration.
PhilippinesWhat I'm looking for
I’m a Process Improvement Analyst with 8 years of experience improving service quality across phone, chat, email, and written correspondence in healthcare support and customer service operations. I handle provider and member concerns, identify process gaps, and support escalation recovery by coordinating with onshore teams to drive practical workflow changes.
I focus on customer experience and operational accuracy—tracking trends, communicating feedback to stakeholders, and recommending improvements for recurring issues. In previous roles, I managed high volumes of cases while contributing to measurable customer satisfaction results.
Experience
Work history, roles, and key accomplishments
Managed customer and provider-related cases across phone, chat, email, and written correspondence in a healthcare account environment, supporting service recovery and escalation resolution. Partnered with onshore process teams to recommend workflow improvements and communicated process gaps, trends, and opportunities to stakeholders.
Answered and routed member calls, resolved account and membership concerns, and supported transaction processing in a high-volume support environment. Assisted with payment-related issues, processed payments for third-party insurance accounts, and transferred members to appropriate departments for benefits inquiries.
Handled international inbound travel calls and managed more than 100 closed cases per month. Assisted travelers with rebooking and travel arrangements related to Expedia services, including hotel reservations via GDS systems and trip planning based on client needs and budgets.
Education
Degrees, certifications, and relevant coursework
Our Lady of Fatima University
Bachelor of Science, Travel Management
2013 - 2018
Earned a Bachelor of Science in Travel Management at Our Lady of Fatima University from 2013 to 2018.
Tech stack
Software and tools used professionally
Availability
Location
PhilippinesAuthorized to work in
Job categories
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