Joao Buagas

I've supported healthcare, workforce operations, and insurance claims across Cigna Medical, Foundever, and EXL. At EXL, I process payments-related claims and accurately route auto insurance claims to the appropriate adjusters and departments.

At Foundever, I monitored agent performance against schedules, SLAs, and KPIs, managed adherence, analyzed call volumes and staffing levels, and recommended intraday adjustments such as skill reassignments, schedule changes, and overtime. I worked closely with team leaders and operations to address staffing gaps and maintain service targets.

My background also includes customer service at Cigna, inventory work at SM Appliances, and hospitality and barista roles. I bring practical experience in customer-focused operations, reporting, file organization, Microsoft Office, and detail-oriented execution.