Kimberly Pojas

KIMBERLY POJAS Merida, Leyte PH 6540 | - |-| linkedin.com/in/kimberlypojas PROFESSIONAL SUMMARY Detail-oriented and results-driven professional with nearly a decade of experience in customer service, data management, team leadership, and data analysis across various industries, including healthcare, e-commerce, and tech. Proficient in Excel, reporting, and data analysis with a strong ability to adapt to new tools and systems. Currently studying data analysis to enhance analytical skills for future opportunities. Flexible freelancer, fully available for a full-time role, seeking opportunities to leverage analytical and organizational expertise. SKILLS Customer Support, Leadership, and Training: Team management, hiring, coaching, performance tracking, campaign execution Technical and Resolution Support: Phone systems, queue routing, troubleshooting, claims analysis, conflict resolution Clinical Operations and Provider Support: Onboarding, offboarding, workflow navigation, insurance coordination Content Writing and Research: Support articles, knowledge base creation AI Training and Evaluation: Prompt creation, response evaluation, quality assurance Data Analysis and Reporting: Excel (advanced formulas, dashboards, Power Query), Google Sheets, data cleaning, performance tracking Language Services: Multilingual translation (English, Tagalog, Cebuano, Waray) Multichannel Support: Phone, email, live chat, SMS WORK EXPERIENCE Freelance Projects - Remote • AI Writing Evaluator and Trainer | Sep2024 – Present o Created and reviewed prompts and AI-generated responses for clarity, helpfulness, and accuracy. o Provided feedback on the strengths and weaknesses of AI outputs based on established guidelines. o Promoted to Senior Reviewer, responsible for reviewing and refining prompts created by other contributors and reviewers. • Language Recording and Translation | Oct2024 - Present o Recorded translations in English, Tagalog, and Cebuano with various emotional tones for AI voice training projects. o Translated content between English, Tagalog, Cebuano, and Waray, ensuring cultural and contextual accuracy. No Gaps Dental (AU Dental Clinic) - Remote • Team Leader | Mar2022 – Aug2024 o Managed a team of outbound callers and provided weekend oversight for both IB and OB operations as needed. o Managed clinic phone systems including queue setup, IVR adjustments, routing updates, and provider escalations. o Coordinated with insurance providers to track and support dentist and hygienist registration processes. o Participated in hiring offshore agents, including conducting interviews and onboarding support. o Led recall campaign optimization through data tracking and performance analysis using Excel. • Customer Success Associate | Oct2021 – Feb2022 o Conducted outbound scheduling and follow-up calls for dental appointments o Responded to patient inquiries across email, phone, and chat o Wrote knowledge base articles to support efficient communication workflows Office Partners 360 (Client: US Furniture E-commerce B2B) - Remote • Enrollment Coordinator | Mar2021 – Sep2021 o Qualified business leads via phone and email, contributing to revenue growth. o Managed lead data and communicated with potential clients to assess opportunities. TDCX (Client: Global Accommodation Rental Company) – Cebu City, PH • Resolution Specialist | Feb2020 – Feb2021 o Handled sensitive guest-host disputes, conducting screening and follow-up calls for case details o Reviewed contracts, platform rules, and internal notes to resolve complex support cases o Documented findings clearly in the system and maintained policy adherence throughout Optum Global Solutions (US Specialty Pharmacy) – Cebu City, PH • Resolution Specialist | Jun2019 – Nov2019 o Coordinated with doctors, couriers, and insurance providers to resolve prescription and delivery issues. o Handled escalated complaints to ensure timely resolution for critical healthcare needs. • Patient Care Coordinator | Dec2017 – May2019 o Arranged prescription deliveries and processed billing, ensuring patients received their medications on time. o Explained health benefits and authorization details to both providers and members. Alorica (Client: US Telecommunications Provider) – Cebu City, PH • Subject Matter Expert | Jun2016 – Dec2017 o Supported front-line agents by providing technical expertise and resources to resolve customer issues. o Monitored performance and provided coaching to ensure service excellence and agent development. • Technical Support Specialist | Jun2015 – May2016 o Provided technical support for services and billing inquiries, resolving hardware and software issues. o Assisted customers in installing and configuring products, ensuring smooth service setup. CERTIFICATIONS & PROFESSIONAL DEVELOPMENT Situational Self-Leadership Certificate | Optum Global Solutions – Aug2018 Introduction to Google SEO | University of California, Davis – Feb2021 HTML and CSS: Building a Single-Page Website | Coursera – Feb2021 Data Analysis Using Microsoft Excel and Google Spreadsheet | Coursera – Feb2021 Data Visualization | Coursera – Aug2024 Business Analysis and Process Management | Coursera – Sep2024 Data Analyst Associate | DataCamp – Ongoing TOOLS Google Workspace (Docs, Sheets, Gmail), Microsoft Office (Excel, Word, Outlook) Communication Tools: MS Teams, Slack, Discord, Discourse Softphones: Avaya, RingCentral, Bria Customer Support Platforms: Zendesk, Salesforce, Klaviyo, Zoho, HubSpot Time Tracking: Hubstaff, Clockify, Time Doctor Screen Sharing & Live Support: Zoom, Google Meet, AnyDesk, TeamViewer EDUCATION Leyte Normal University - Tacloban City, Leyte BS in Tourism, Hotel, and Restaurant Mgt | June 2010 – May 2014