Customer Experience Operations Specialist (9+ Years BPO) | CSAT • FCR • KPI

Overview

Looking for full-time work (8 hours/day)

at $4.98/hour ($960.00/month)

Bachelors degree

Last Active

July 7th, 2026 (yesterday)

Member Since

April 12th, 2024

Profile Description

"I help companies deliver excellent customer experience, resolve complex support issues, and keep business operations running smoothly through reliable customer support, back-office processing, and performance-driven service execution."

I’m a Senior Customer Experience & Operations Virtual Assistant with 9+ years of BPO experience supporting US and UK companies across telecom, healthcare, insurance, banking, and retail industries. My strength is managing high-volume customer interactions, resolving escalations, and maintaining performance metrics while ensuring accuracy, compliance, and customer satisfaction.

I specialize in live chat support, Tier 2 technical assistance, billing resolution, insurance back-office operations, and healthcare customer care — helping organizations maintain service quality, operational efficiency, and customer trust.

What I’ve Done (With Proof)

Customer Support & Experience Operations
- 9+ years supporting US and UK clients across telecom, banking, insurance, healthcare, and retail accounts
- Verizon Tier 2 Live Chat Technical Support with 95% CSAT performance
- Resolved complex customer issues and escalations in high-volume environments
- Managed multi-channel support (chat, phone, email)
- Consistently met SLA, KPI, and performance targets

Billing Resolution & Escalation Management
- Verizon Billing Resolution Specialist handling complex billing disputes
- Achieved 98% billing resolution within SLA
- Handled escalated customer concerns and service recovery
- Maintained high service standards and exceeded performance goals

Back Office Operations & Data Processing
- Farmers Insurance back-office claims processing and documentation verification
- Lloyds Banking Group UK back-office support operations
- Maintained audit compliance and data accuracy standards
- Processed insurance and financial documentation with high attention to detail

Healthcare & Pharmacy Customer Care (HIPAA-Compliant)
- Aetna CVS Caremark Pharmacy Care Agent
- Managed prescription benefits, medication coverage, and eligibility verification
- Processed prior authorizations and provider inquiries
- Ensured HIPAA compliance for sensitive healthcare information
- Handled high-volume member and provider requests

Fraud Prevention & Risk Monitoring
- Macy’s Fraud Prevention Specialist
- Reduced fraud incidents by 30% through risk detection and case investigation

Sales & Customer Engagement
- US Telecom Sales for Sprint/T-Mobile and AT&T
- Achieved 120% sales targets through customer-focused engagement

Remote Work & Operations Discipline
- 2+ years remote work experience in insurance and live chat support
- Dedicated distraction-free home office setup
- Self-managed performance and productivity in remote environments

Professional Strengths:
- Customer Experience & Support Operations
- Tier 2 Technical Support & Live Chat
- Billing Resolution & Escalation Handling
- Insurance & Banking Back Office Processing
- Healthcare & Pharmacy Customer Care
- KPI, SLA, CSAT Performance Management
- CRM & Case Documentation
Compliance, Data Accuracy & Process Efficiency
Fraud Detection & Risk Monitoring

How I Work
I’m process-driven, detail-oriented, and customer-focused. I manage high-volume workloads, follow SOPs, resolve complex issues, and maintain performance standards while ensuring accuracy and compliance. I work independently, adapt quickly, and maintain consistent service quality in remote environments.

Best-Fit Roles
- Customer Experience Operations Specialist
- Senior Virtual Assistant
- Support Operations Specialist
- Live Chat Support Specialist
- Back Office Operations Assistant
- Billing Resolution Specialist
- Healthcare Customer Support
- Insurance or Telecom Support Operations

If you need someone who can handle customer interactions professionally, resolve complex issues, maintain performance standards, and support operational workflows with accuracy and reliability — I’m ready to help your team succeed.