Open to opportunities

Mark Pineda

@markpineda

Customer operations professional specializing in healthcare billing and claims resolution—improving outcomes through fast escalations and process optimization.

Philippines

Message

What I'm looking for

I’m looking for a customer operations role in a remote US environment where I can own escalations, improve claims/revenue-cycle outcomes, and drive process optimization with tools like Salesforce and Zendesk.

I’m a customer operations professional with 10+ years of experience across healthcare billing, claims management, logistics, and technical support in US-based remote environments. I’m known for resolving cases with measurable improvements in resolution time, customer satisfaction, and team efficiency.

In my healthcare work, I resolve patient billing inquiries and insurance claim escalations with clear, timely communication for patients and providers. I also process account updates, payment plan negotiations, and insurance verification, supporting clinics by documenting billing disputes and routing escalations to the right resolution teams.

I bring proven claims leadership, managing 200+ escalated claims weekly using Salesforce and Zendesk while maintaining consistent resolution timelines. I’ve also redesigned team workflow documentation and created operational guides that reduced onboarding time and improved handling consistency.

Across other customer-facing roles, I’ve strengthened execution and service quality—coordinating remote programs, mentoring teams on escalation handling and quality standards, and identifying recurring issue trends to drive process changes. I’m energized by cross-functional coordination, escalation handling, and operational process optimization.

Experience

Work history, roles, and key accomplishments

Event Manager

Zoom Event Organizer

Sep 2025 - Jan 2026 (4 months)

Coordinated end-to-end delivery of live Zoom programs by managing run sheets, schedules, and session logistics. Handled client communications and attendee registration, reducing response backlog with same-day turnaround.

Event Coordination Client Communication Scheduling Run Sheets Logistics Management Remote Operations

Patient Billing Support Specialist

Collectly Inc.

May 2024 - Jun 2025 (1 year 1 month)

Resolved patient billing inquiries and insurance claim escalations for a US-based healthcare revenue cycle platform. Processed account updates and payment plan negotiations using internal tools, reducing unresolved account aging and improving clinic billing dispute routing.

Patient Billing Insurance Verification Account Updates Revenue Cycle Customer Support

Claims Support Manager

KYTE

Feb 2023 - Apr 2024 (1 year 2 months)

Managed 200+ escalated claims weekly using Salesforce and Zendesk, maintaining consistent resolution timelines and positive customer outcomes. Redesigned workflow documentation and created operational guides to reduce onboarding time and improved handling consistency.

Claims Management Escalation Handling Salesforce Zendesk Workflow Design Operational Guides

Student Coach & Admin Support

Military Career Academy

Oct 2022 - Dec 2023 (1 year 2 months)

Supported 100+ students with enrollment, progress tracking, and completion milestones via phone, email, and text to improve retention and engagement. Maintained student records and schedules in Monday.com, Slack, and Google Workspace, reducing administrative delays.

Student Support Enrollment Student Progress Tracking Scheduling Monday.Com Slack Google Workspace Record Management

Customer Relations Manager

Tee Vision Printing

Jul 2022 - Jan 2023 (6 months)

Managed print order creation, tracking, and delivery logistics to ensure on-time fulfillment. Handled inbound calls and emails to resolve order issues and upsell services for repeat business.

Customer Relations Order Management Logistics Coordination Inbound Support Upselling Email Management Call Handling

Customer & Technical Support Specialist

3Shape

Jan 2021 - Jun 2022 (1 year 5 months)

Provided expert technical support for dental software and hardware products, resolving issues remotely with high first-contact resolution. Created step-by-step troubleshooting guides and guided customers through complex configurations via calls, email, and live chat.

Technical Support Remote Desktop Support Troubleshooting Software support Hardware Support Live Chat Documentation

Technical Support Specialist

T-Mobile US

Nov 2019 - Jan 2021 (1 year 2 months)

Resolved customer technical, billing, and account issues within SLA time frames using internal CRM and support platforms. Managed complex account changes, multi-line billing disputes, and device troubleshooting across voice, chat, and digital channels.

Customer Support Technical Troubleshooting Billing Support CRM SLA Management Billing Disputes

Logistics & Delivery Support Manager

Amazon

Mar 2018 - Nov 2019 (1 year 8 months)

Advanced from frontline support to support manager, overseeing a team handling delivery issues and retail inquiries across multiple lines of business. Identified recurring delivery failure trends and collaborated cross-functionally to implement process changes that reduced repeat contacts.

Customer Support Management Logistics Support Escalation Handling Team Coaching Trend Analysis Process Improvement Cross Functional Collaboration

Customer Service Manager / Admin Support

Zillow / HotPads

Apr 2015 - Feb 2018 (2 years 10 months)

Managed customer inquiries for home listings and apartment platforms using Zendesk, supporting buyers, renters, and landlords with fast resolutions. Proposed process improvements that streamlined client workflows and reduced repeat contacts, while providing onboarding and listing accuracy support.

Customer service management Zendesk Listing Support Administrative Support Process Improvement Client Onboarding Repeat Contact Reduction