Johann Prada

Audited an average of 60 medical billing cases per day across payers in South Carolina, Virginia, and Tennessee, supporting denied and unanswered claims. Led two concurrent QA teams, sustaining a 98+ quality score for the Ballad Health team and using RCM/AR knowledge to investigate and resolve complex claim denials.

Ranked #1 in quality scores across the campaign, achieving 100/100 in QA evaluations while maintaining top averages in Hold Time and AHT. Handled 70–100 inbound calls per day for Progressive Leasing, creating and explaining leasing contracts, advising on eligibility, and training ~35 new agents across onboarding waves.

Managed 50–60 inbound calls per day for Turo, handling reservations, cancellations, and vehicle-related complaints. Resolved damage, breakdown, and cleanliness disputes while serving as a Wellness Hero by delivering psychological first-aid sessions to 5 agents experiencing burnout and stress.

Handled 200+ calls per day on peak days for FedEx package tracking, managing a high-volume back-to-back inbound queue and providing accurate delivery expectations. Filed 30+ lost package investigation cases per shift and de-escalated complaints related to delays, damages, and unmet expectations.

Conducted 60+ selection interviews and 60+ home visits for scholarship applicants, assessing personal background and socioeconomic status to support admission decisions. Planned and delivered educational content for the Proyecto de Vida course and provided individual accompaniment and feedback for learners across a personal caseload.

Contributed to Relatos de Medith, an educational videogame developed by the Language and Cognition group at University del Valle, providing narrative, visual, and conceptual input. Led and recorded pilot sessions with children aged 6–8 to gather behavioral data supporting iterative game design.

Planned and taught complete classes on written culture for the University Life course, taking full ownership of lesson design and classroom delivery. Evaluated essays and biographical texts across a full semester, providing detailed feedback throughout.

Grade: C1

Completed an English Advanced C1 proficiency credential via Coursera, certified by Università di Napoli Federico II. Credential date: March 2026.

Completed the Coursera online course “AI Applications with Claude: Automation, Projects & Data Analysis.” Course date: March 2026.

Completed a Psychology degree at the University del Valle in Cali, Colombia. Thesis: “Video Game Stories of Medith, in Search of Lost Magic” (Language and Cognition Research Group).