Open to opportunities

Irvin Lacsamana

@irvinlacsamana

Message

Healthcare BPO operations leader and assistant manager focused on KPIs, customer satisfaction and customer service

Philippines

Message

What I'm looking for

I’m looking for a stable, long-term BPO opportunity in the Philippines where I can grow professionally and contribute to the team—using my attention to detail, adaptability, and willingness to learn to improve service quality and customer outcomes.

I’m a dedicated BPO professional with 2 years of experience in healthcare management and account support. I’m stepping back into work after a career break due to immigration and relocation matters, which are now resolved, and I’m ready to return to the workforce.

Most recently, I served as an Assistant Manager – Pharmacy Refill (Elevance Health) at Carelon Global Solutions. I assisted in managing daily healthcare account operations and team performance, supervised schedules and workflow coordination, and monitored KPIs, service quality, and customer satisfaction metrics.

Before that, I led claims and benefits for Aetna as a Team Leader at Sagility (formerly HINDUJA GLOBAL SOLUTIONS LTD). I managed and supervised customer service representatives to meet KPI and SLA targets, supported escalations and complex healthcare inquiries, and ensured compliance with HIPAA guidelines and client procedures—while preparing and analyzing reports for quality assurance and operational metrics.

My background also strengthens how I support people and processes: I supervised restaurant operations as a Restaurant Supervisor, including inventory monitoring and store inspections for cleanliness, food safety, and compliance. I’m also a Licensed Nutritionist and Dietician (Practicum in Hospital and Community Health), and I apply that healthcare-first mindset to how I communicate, problem-solve, and handle sensitive customer concerns.

Experience

Work history, roles, and key accomplishments

Assistant Manager

Carelon Global Solutions

Mar 2023 - Aug 2023 (5 months)

Assisted in managing healthcare account operations and monitored KPIs, service quality, and customer satisfaction. Supported team training and handled escalated patient/client concerns, coordinating with operations to improve service delivery.

Healthcare Operations KPIs Service Quality Management Customer Satisfaction Healthcare Compliance

Team Leader

Sagility

Oct 2021 - Mar 2023 (1 year 5 months)

Supervised a team of customer service representatives supporting healthcare claims and benefits, ensuring KPI/SLA targets through daily performance monitoring. Handled escalations and complex inquiries while maintaining HIPAA compliance and producing operational quality and performance reports.

Team Supervision Escalation Handling HIPAA compliance Reports Quality Assurance

Supervisor

Good Eats by SSI

Sep 2019 - Oct 2021 (2 years 1 month)

• Supervised daily store operations to ensure smooth and efficient workflow.
• Managed staff scheduling, attendance, task delegation, and overall team performance.
• Monitored inventory levels, product availability, and stock movement to minimize shortages and wastage.
• Ensured excellent customer service standards and handled customer concerns or escalations professionally.

Practicum Dietitian

East Avenue Medical Center

Feb 2019 - Mar 2019 (1 month)

Assessed patients’ nutritional needs and health conditions to develop individualized nutrition and meal plans. Provided nutrition counseling, monitored dietary progress, and collaborated with healthcare professionals to support patient care.

Meal Planning Nutrition Counseling Patient Education Dietary Progress Monitoring Collaborative Care

Education

Degrees, certifications, and relevant coursework

University of Perpetual Help System Laguna

Bachelor’s Degree in Nutrition and Dietetics, Nutrition and Dietetics

Activities and societies: Best in Hospital Practicum; Best in Community Health Practicum.

Completed a bachelor’s degree in Nutrition and Dietetics, graduating in May 2019. Earned awards for Best in Hospital Practicum and Best in Community Health Practicum.