Open to opportunities

Kate Delos Santos

@katedelossantos

Message

Support Specialist with 6+ years in client support, digital operations, and analytical billing problem-solving.

Philippines

Message

What I'm looking for

I’m looking for a challenging, growth-oriented role where I can apply my analytical skills to resolve billing/EHR and account issues, improve accuracy and first-contact resolution, and partner cross-functionally to retain customers.

I’m a highly proficient, results-driven Support Specialist with 6+ years of combined experience in client/customer support, digital operations, and account management. I’m known for strong attention to detail, task accuracy, and consistent improvements in customer satisfaction.

At Vericle Pacific Inc., I handled EHR system concerns and billing issues while proactively managing over 50 client accounts. I monitored revenue cycles, addressed account-related problems, and collaborated with different departments to resolve issues promptly with proactive solutions.

Previously at VXI Global Solutions, LLC, I supported digital purchases, subscriptions, and payment inquiries in a high-traffic environment. I managed multiple concurrent live chat sessions, used CRM tools for real-time assistance, and achieved a 95% First Contact Resolution (FCR) rate while maintaining 100% accuracy for billing discrepancies and sensitive account security protocols.

Across earlier roles, I delivered social media support for a direct-to-consumer e-commerce platform, supported lead generation, and exceeded sales targets through upselling and customer needs identification. I’m seeking to leverage my analytical skills in a challenging, growth-oriented position where I can keep improving processes, reports, and customer outcomes.

Experience

Work history, roles, and key accomplishments

Client Support Specialist

Vericle Pacific Inc.

Sep 2024 - Dec 2025 (1 year 3 months)

Handled EHR system questions and billing concerns while proactively managing 50+ client accounts, monitoring revenue cycles, and resolving account issues. Partnered with multiple departments to deliver timely, proactive solutions.

EHR Support Billing Support Client Account Management CRM Systems Cross Functional Collaboration

Digital Operations Assistant I

VXI Global Solutions, LLC

Apr 2023 - Jan 2024 (9 months)

Provided end-to-end support for digital purchases, subscriptions, and payment inquiries with 100% accuracy in resolving billing discrepancies while following sensitive account security protocols. Managed multiple live chat sessions and achieved a 95% First Contact Resolution (FCR) rate using CRM tools.

Digital Purchases Support Subscription Support Live Chat Support CRM Tools First Contact Resolutions

Social Media Support

SYNNEX Corporation

Mar 2019 - Aug 2022 (3 years 5 months)

Supported social media inquiries for a gaming technology company serving a direct-to-consumer e-commerce platform. Improved customer satisfaction through prompt responses and proactive outreach on social media and review platforms.

Social Media Support Customer Service Customer Satisfaction Communication

Lead Generation Specialist

Staff IT UK

Jan 2018 - Jan 2019 (1 year)

Managed the company website by promptly responding to client inquiries and connecting clients with professionals suited to their needs. Supported lead flow through organized matching of requests to relevant support experts.

Lead Generation Website Support Client Inquiries Account Coordination Data Management

Teaching Staff

CCClass Online Inc.

Jan 2018 - Oct 2018 (9 months)

Developed curriculum and innovative teaching methods to increase student engagement and improve performance. Applied structured instructional approaches to support learning outcomes.

Curriculum Development Instructional Design Teaching Student Engagement Lesson planning Educational Content Creation

Billing & Sales Specialist

IBEX Global Solutions

Jun 2017 - Nov 2017 (5 months)

Exceeded monthly sales targets by identifying customer needs and upselling telecommunications and digital service packages to drive incremental revenue growth. Audited billing statements, reconciled account discrepancies with high accuracy, and reduced churn through negotiation.

Upselling Telecommunications Revenue Growth Negotiation