Althia Darlin Abrillo

• Conducted outbound calls and received inbound calls from physicians, nurses, and other providers asking for updates on a workers' compensation case.
• Scheduled appointments for different hospital, facilities and offices.
• Assisted claim adjuster and nurse to obtain information regarding the work status of a patient,
• Answered queries and concerns related to a workers compensation.

• Assisted project managers in coordinating with stakeholders to establish clear objectives, expectations, and communication channels for successful project outcomes.
• Created a dashboard for easy visualization of past and current projects under the IT department.
• Participated in daily scrum and sprint meetings to discuss the status of projects.
• Conducted user acceptance testing.
• Updated files and templates for tracking the progress of projects.

• Conducted outbound calls and received inbound calls from doctors, nurses, and providers to get updates on a workers compensation case.
• Assisted the claim adjuster and nurse to obtain information regarding the work status of a patient,
• Answered queries and concerns related to worker compensation.

Additional Tasks: (Workforce Trainee)

• Improved service level performance by identifying trends in real-time data and making necessary adjustments to workforce allocation.
• Supported operations teams by providing timely and accurate information on agent availability and schedule adherence.
• Optimized schedules, forecasts and other tools to present to management.
• Prepared and maintained reports,
• Managed real-time inbound call traffic.
• Enhanced scheduling accuracy by monitoring call volumes and adjusting staffing levels accordingly.

• Performed data entry operations to update database with customer responses.
• Generated contacts for new business insurances.

• Assisted customers in identifying issues and explained solutions to restore service and functionality.
• Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
• Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
• Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
• Boosted first-call resolution rates with efficient problem-solving skills and deep product knowledge.
• Collaborated with supervisors to escalate and address customer inquiries or technical issues.

• Utilized exceptional writing, editing, and proofreading skills to produce engaging and error-free content.
• Increased organic traffic through keyword research, analysis, and optimization.
• Developed high-quality backlink profiles through targeted outreach campaigns and guest posting opportunities.
• Developed and implemented techniques for increasing page visits and likes.