Theogracias John Ongoco

THEOGRACIAS JOHN ONGOCO Taguig City, PH | - |-| PROFESSIONAL SUMMARY Results-driven professional with extensive experience in Team Leadership, Executive Support, and Customer Service. Proven track record of optimizing team performance by 20% and managing complex workflows across multiple platforms including Salesforce, Genesys, and Microsoft 365. Expert in conflict resolution, strategic delegation, and maintaining high-level quality assurance. TECHNICAL SKILLS & TOOLS • Customer Support & CRM: Salesforce, Intercom, Genesys, Bullhorn, Clarify, Jira, GoHighLevel • Productivity & Communication: Google Workspace, Microsoft 365 (Outlook, Excel, Word), Slack, RingCentral • Specialized Operations: HIPAA Compliance, Insurance Verification, Medical Billing (ECW), Appointment Scheduling, Data Entry, Report Preparation • Leadership: Performance Optimization, Workflow Management, Strategic Delegation, Mentorship PROFESSIONAL EXPERIENCE Healthcare Advocate | Sagility – Humana December 2025 –April 2026 • Operational Excellence & Compliance: Optimized workflow management to consistently exceed daily processing targets while maintaining 100% adherence to data privacy protocols and healthcare quality standards. • Patient-Centric Conflict Resolution: De-escalated complex inquiries by utilizing active listening and tailored problem-solving, significantly improving patient satisfaction scores and service outcomes. Team Leader | Concentrix March 2024 – November 2025 • Performance Optimization: Mentored junior team members, driving a 20% increase in individual performance metrics within a six-month period. • Workflow Management: Coordinated daily task allocation and managed team workloads, resulting in a 20% boost in overall team productivity. • Quality Assurance: Acted as the primary point for escalated customer issues, correcting agent errors while maintaining a professional customer experience. • Strategic Delegation: Assigned tasks based on specific team strengths to foster professional growth and increase accountability. HealthCare Customer Support | Alorica August 2023 – February 2024 • Inter-Service Care Coordination: Collaborated with third-party providers, insurance carriers, and medical vendors to resolve technical and operational bottlenecks, ensuring uninterrupted service delivery. • Professional Medical Correspondence: Mastered professional communication via Outlook to facilitate clear, empathetic, and HIPAA-compliant correspondence with external healthcare partners and providers. • Healthcare Systems Proficiency: Leveraged account-specific diagnostic tools and Electronic Health Record (EHR) software to accurately troubleshoot technical concerns and streamline administrative processes. EDUCATION • Senior High School | ACLC Guadalupe, Makati -) • Junior High School | San Francisco High School, Ifugao -)