At 5CA, I manage player support tickets covering account access, billing, and in-game technical issues. I maintain a first-contact resolution rate above 90% and a CSAT score above 96%.
At Aidanna | Molina Healthcare, I supported Medicare members with benefits, claims, eligibility, and plan navigation. I also guided new members through onboarding and contributed to knowledge base updates following policy changes.
At Lendsqr | Outcess Solutions, I supported two fintech loan products through email and live chat, handled Tier 1 troubleshooting, and administered Freshworks CRM. I also built a Google Sheets ticket tracker and recommended process improvements adopted by the team lead.
