Patient Support (Exact Sciences)

Jul 2025 - Oct 2025

Monitor patient testing and sample logistics to ensure timely processing and resolution of issues. Educate clinical staff on test ordering workflows, portal usage, and best practices. Collaborate with sales, logistics, billing, and customer care teams to resolve patient/provider concerns. Collect and share feedback to improve internal processes and customer satisfaction.

Workforce Management - Mission Control/Realtime Analyst

Jun 2023 - Present

Monitor real-time adherence and proactively adjust schedules to meet SLA targets. Perform real-time scheduling tasks in close coordination with the scheduling team to ensure workforce agility and responsiveness. Analyze call volume trends, Average Handle Time (AHT), and shrinkage metrics to optimize staffing and operational efficiency.

General and Technical Support (Netflix)

Mar 2023 - Jun 2023

Deliver exceptional customer service and assist with account, billing, and platform-related inquiries. Resolve technical issues across devices, including streaming errors, connectivity problems, and compatibility concerns. Communicate solutions clearly and empathetically while coordinating with teams to escalate complex cases and update documentation.

Healthcare Associate (iOpen World)

Nov 2022 - Feb 2023

Handle patient and insurance information with precision, ensuring accurate data entry and documentation in healthcare systems and databases. Interact with customers and healthcare providers via phone or email to address inquiries, verify insurance coverage, and resolve claim-related concerns.

Professional Travel Care Expert (Expedia Amex Travel)

Apr 2022 - Nov 2022

Deliver expert travel assistance by handling flight, hotel, and vacation bookings with precision, ensuring personalized support that reflects Amex and Expedia's service standards. Navigate multiple booking systems and GDS platform (Sabre) to search, modify, and manage complex itineraries efficiently.

General and Technical Support (Sprint/T-Mobile)

Apr 2021 - Mar 2022

Provide front-line customer support by resolving billing inquiries, account issues, and service concerns with professionalism and empathy across phone, chat, or email channels. Troubleshoot technical problems related to devices, network connectivity, and mobile services using multiple diagnostic tools and scripts to deliver timely solutions.