Looking for a job

Wilson A

@wilsona

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I resolve high-volume customer issues across phone, email, and chat while meeting SLA targets.

India

Message

What I'm looking for

I'm looking for a remote customer support or customer operations role where I can resolve complex issues, improve customer experiences, collaborate across teams, and adapt to evolving tools and processes.

At Guidehouse India, I resolve high-volume customer inquiries through phone, email, and coordination channels while meeting first-contact resolution and SLA targets.

I investigate account-level issues, verify eligibility and status records, and provide technical and process troubleshooting across multiple software platforms. I document every interaction in CRM and ticketing systems to maintain audit-ready records.

I work closely with billing, coding, payer, and internal teams to reduce escalations and improve customer satisfaction. I’ve also delivered data-driven insights that helped leadership identify process inefficiencies and improve SLA performance.

Earlier, at Billroth Hospitals, I supported service and administrative operations across a multi-specialty facility and assisted clinical teams with patient support processes. I’m comfortable working independently in remote, fast-paced environments and adapting to changing tools and priorities.

Experience

Work history, roles, and key accomplishments

Junior Associate – Customer Operations & Support

Guidehouse India Private Limited

Jun 2024 - Jun 2026 (2 years)

Resolved high-volume customer inquiries via phone, email, and coordination channels, consistently meeting daily first-contact resolution and SLA targets. Reproduced and investigated account-level issues, documented interactions in CRM systems, and collaborated with cross-functional teams to reduce escalations.

Customer Support Troubleshooting CRM Ticketing Systems Data Validation Cross Functional Collaboration Microsoft Office Python

Trainee – Clinical Operations Support

Billroth Hospitals

Aug 2019 - Sep 2019 (1 month)

Supported day-to-day service and administrative operations across a 350-bed multi-specialty facility, coordinating across departments to resolve patient and staff needs. Assisted clinical teams with patient support processes, developing strong empathy, attention to detail, and professional communication skills.

Patient Support Administrative Operations Communication Skills Attention To Detail