Ordañez, April Anne
@ordaezaprilanne
I lead customer service and healthcare operations teams supporting U.S.-based customers across calls, chat, and email.
PhilippinesWhat I'm looking for
I've led a 21-person Patient Care Coordinator team at TaskUs supporting Talkiatry's U.S. mental healthcare operation, overseeing patient communications, scheduling, documentation, insurance workflows, and escalations.
I use case reviews, quality results, and service metrics to uncover recurring issues, reinforce process execution, and coordinate resolutions with Operations, Quality Assurance, Workforce Management, and Training teams.
Across TaskUs, TSA Group Australia, and VXI Global Solutions, I've managed customer service performance, coached teams, handled complex concerns, supported onboarding, and maintained consistent service delivery in fast-paced remote environments.
Experience
Work history, roles, and key accomplishments
Led a team of 21 Patient Care Coordinators for a U.S. mental healthcare operation, handling escalations, quality reviews, and performance monitoring. Also supported TikTok Trust & Safety operations by reviewing quality results and coaching team members.
Team Leader
TSA Group - Australia
Aug 2022 - Sep 2024 (2 years 1 month)
Managed day-to-day customer service operations, monitored performance metrics, and served as an escalation point for complex customer concerns. Conducted coaching sessions and communicated process changes to maintain service quality.
Handled customer inquiries and service concerns, provided real-time assistance to representatives, and supported resolution of escalated issues. Assisted with onboarding and knowledge transfer for new employees.
Education
Degrees, certifications, and relevant coursework
Polytechnic University of the Philippines
Bachelor of Science, Office Administration
Pursued a Bachelor of Science in Office Administration with a major in Legal Management.
Our Lady of Fatima University
High School Diploma, Science, Technology, Engineering, and Mathematics
Completed Senior High School with a focus on Science, Technology, Engineering, and Mathematics.
Tech stack
Software and tools used professionally
Availability
Location
PhilippinesAuthorized to work in
Job categories
Skills
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