At IBEX Global S.A., I provided customer service for CenterPoint Energy and served as an SME, supporting agents with operational and process questions.
I also supported supervisors with administrative follow-up and helped communicate relevant operational information to the team.
For UHC, I monitored and evaluated calls, reviewing cases involving Medicare, Claims, COB, EOB, and Billing. I checked compliance with processes related to HIPAA, Rewards, and Provider Lookup, and documented findings with coaching recommendations.
Previously, at Altius Inspiro Nicaragua, I handled customer inquiries by phone and chat and evaluated interactions against quality standards. I documented improvement opportunities and provided feedback and coaching recommendations.
