Loves to solve crime case games
ANGEL ANN NIALA
Admin Assistant | Customer Support | Healthcare Specialist
Lapu-lapu
Summary
Customer Service and Technical Support Specialist with over 3 years in BPO. Expertise in billing, claims processing, technical troubleshooting, and provider coordination. Delivers effective solutions, manages multiple priorities, and enhances customer experiences. Skilled in CRM systems, email management, and documentation, supporting roles in Virtual Assistance and remote support.
Overview
2
2
Languages
4
4
years of professional experience
Work History
Technical Expert
Techlog Center of Philippines
01.2026 - 06.2026
- Resolved 30–50 technical support inquiries daily involving mobile devices, connectivity issues, account access, and service-related concerns, achieving timely and effective issue resolution.
- Documented and tracked technical cases across multiple systems, ensuring accurate records and adherence to quality, productivity, and customer satisfaction standards.
Healthcare Specialist
Cognizant Technologies Solution
12.2024 - 08.2025
- Assisted 40–60 patients daily with billing inquiries, claims processing, prescription requests, and prior authorizations, achieving accurate and timely issue resolution.
- Coordinated with healthcare providers, pharmacies, and insurance companies to resolve complex cases, minimizing repeat follow-ups and enhancing case turnaround time.
- Maintained and updated detailed patient records across multiple systems with 100% accuracy, ensuring compliance with HIPAA and company standards.
- Managed high-volume inbound calls and inquiries, meeting productivity and quality metrics while providing empathetic and professional customer support.
Customer Service Representative/ Subject Matter Expert
Teletech
11.2022 - 11.2024
- Resolved 50+ daily billing, service, and technical inquiries via phone and email, maintaining 90% CSAT through efficient issue resolution and proactive follow-up.
- Served as a Subject Matter Expert (SME), providing real-time guidance on product knowledge, policies, and procedures, while supporting escalated customer interactions and supervisor calls.
- Managed daily reporting in Excel and CRM systems, tracking team performance metrics and maintaining documentation to support operational efficiency.
Education
Senior High School Graduate - General Academic Strand
Montañeza National High School
Cebu, Philippines01-2021
Skills
Technical Support
CRM Systems
Google Workspace
Microsoft Office Suite
Data Entry
Interests
Timeline
Technical Expert
Techlog Center of Philippines
01.2026 - 06.2026
Healthcare Specialist
Cognizant Technologies Solution
12.2024 - 08.2025
Customer Service Representative/ Subject Matter Expert
Teletech
11.2022 - 11.2024
Senior High School Graduate - General Academic Strand
Montañeza National High School
REMOTE WORK READINESS
- Internet: Primary: PLDT 300mbps | Backup: Smart 5G mobile hotspot
- Power Backup: HP EliteBook 840 G8 Notebook PC | Noise-cancelling headset | HD webcam
- Equipment: Dedicated home office | Quiet environment | Professional video-call background
- Workspace: Dedicated home office | Quiet environment | Professional video-call background
- Availability: Full-time | Flexible across US (EST/PST), UK (GMT), AU (AEST) time zones