Fiona Serrado

Experienced Team Lead in health care industry. Also, became a Subject Matter Expert in BPO industry for a medical records retrieval company. Excellent reputation for resolving problems, improving customer satisfaction, and driving overall operational improvements. Multi-talented and consistently rewarded for success in planning and operational improvements. Experienced in policy development and staff management procedures positively impacting overall morale and productivity. Has a solid background with customer service (inbound and outbound), technical support (troubleshooting), admin role (team lead/supervisor) for a US Healthcare client (Insurance Verification, Claims, Benefits and Eligibility). Worked in the BPO industry for 4 years and more than 2 years in the work from home platform.

Tools learned: Rx, MS Dos, Freshdesk, Zendesk, Google sheet, Google docs, Dropbox, Freshsales, Freshcaller and OM ISR.