Louie Lorenzo
@louielorenzo
I resolve client inquiries and streamline background screening support operations.
PhilippinesWhat I'm looking for
At Sterling, a First Advantage company, I serve as the main contact for client accounts, managing background-screening inquiries, requests, escalations, and end-to-end processing.
I align support with clients' hiring and compliance goals, work with operations teams to resolve discrepancies, and prepare monthly business reviews, compliance reports, and performance summaries.
Previously, I provided technical support at Sutherland Global Services for internet, cable TV, and VOIP services, resolving connectivity, equipment, and digital phone issues while documenting escalations in CRM systems.
My customer support experience also includes supporting delivery driver partners at Telus International Philippines and handling healthcare benefits, eligibility, coverage, and claim inquiries at Conduent Business Services.
Experience
Work history, roles, and key accomplishments
Client Success Associate
Sterling, a FirstAdvantage Company
May 2023 - Present (3 years 4 months)
Serves as the main point of contact for assigned client accounts, handling inquiries and escalations related to background screening. Oversees end-to-end processing of background checks and prepares monthly business reviews.
Customer Support II
Sutherland Global Services
Jan 2022 - Jan 2023 (1 year)
Provided Tier 1 technical support for Internet, Cable TV, and VOIP services. Acted as subject matter expert and escalated complex issues to Tier 2 teams.
Customer Support II
Telus International Philippines
Oct 2020 - Jan 2022 (1 year 3 months)
Managed high-volume communication channels to support delivery driver partners. Resolved inquiries related to account status, pay, logistics, and app functionality.
Customer Experience Associate III
Conduent Business Services Inc.
Jan 2016 - Nov 2020 (4 years 10 months)
Delivered professional support for healthcare benefits and eligibility inquiries. Assisted providers with coverage and claim submissions, resolving disputes through research and documentation.
Education
Degrees, certifications, and relevant coursework
STI College Taft - Manila
Bachelor of Science, Information Technology
2012 - 2014
Pursued a Bachelor of Science in Information Technology, but did not complete the degree.
International School for Hotel and Restaurant Management
Bachelor of Science, Hotel and Restaurant Management
2008 - 2009
Pursued a Bachelor of Science in Hotel and Restaurant Management, but did not complete the degree.
Tech stack
Software and tools used professionally
Availability
Location
PhilippinesAuthorized to work in
Salary expectations
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