Charlie Galaban

Verified QA data entries as a final data filtering step, reviewed laboratory results, and escalated positive or inconclusive cases for physician guidance while maintaining strict confidentiality. Managed a team, trained new hires, and handled payroll data entry and office expense tracking.

Led a team of Data Verifiers to ensure accurate, compliant verification of data work completed within the QA role. Provided onboarding and training for new team members and collaborated with Medical Review and management to support seamless integration of verification activities.

Verified and corrected data to ensure quality and accuracy by rectifying inaccuracies, documenting inconsistencies, and reporting improvement opportunities. Continuously improved data verification and QA processes.

Developed customer service initiatives to improve performance and uplift satisfaction scores through live call monitoring and coaching. Conducted call listening calibration sessions to validate agent behaviors and ensure adherence to methods and procedures.

Onboarded and trained customer representatives to meet performance and service goals. Supported early performance through structured guidance to align agents with required service expectations.

Maintained customer satisfaction by resolving concerns and addressing customer needs through structured customer service workflows. Focused on improving service outcomes through proactive problem handling.

Earned a Bachelor of Business Administration with a major in Marketing at the University of Cordillera.

Attended Golden Seeds Guidance Montessori.

Attended Bethel Christian Learning Center.