Used CRM and contact center platforms such as Genesys to manage customer interactions, update records, track case status, and document resolutions while following established workflows and SOPs.

Handled high-volume email support across multiple BPO accounts, responding to customer inquiries, resolving issues, and providing accurate information while following established SOPs. Maintained professional written communication, ensured timely responses, and documented interactions in CRM systems.

Experienced in processing and validating healthcare and insurance claims, reviewing documentation for accuracy, and ensuring compliance with established SOPs. Coordinate with internal teams to resolve discrepancies, track claim status, and maintain accurate records within CRM systems.

Handled ticket and booking requests for rental and recreational activities, coordinating schedules and availability for tours and experiences. Assisted customers with reservations, modifications, and inquiries via email and chat while ensuring accurate booking details and updated records.