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Collections Representative, Nov 2016 ~ Present Working as an Account Collections Representative to retain consumers and help them secure the agreement back with the company US Shift ( outbound process) Wipro Bpo, Customer Service Complains Manager , Aug 2011 ~ Sep 2016 Worked for UK Telecom process as Customer Service Complains Representative to handle escalation calls of the customers and resolve their queries Wipro Bpo, Customer Service Representative , Jan 2008 ~ May 2010 Worked as Senior Customer Service Rep for United States Health Insurance Process Education INTERNET MARKETING SCHOOLING , Other, Online Marketing , 2019 ~ 2019 Pursuing Internet Marketing skills SEO, Facebook adds and many more INDIRA

a dedicated basis to provide solutions to their issues Set and communicate expectations and timelines for resolutions with sensitive accounts Organize open cases and follow-ups to deliver resolutions to customers to meet SLAs Identify customer frustrations in a pro-active manner and escalate resolutions through appropriate channels Answer inbound calls & complex email tickets from customers on a priority basis Answer call-back requests pertaining to escalations from customers on a priority basis Provide software support for troubleshooting technical issues or general account queries Gather information on issues from customers to report or escalate to appropriate department Contribute feedback on

and implemented various optimizations that improved the API response times by 50%. • Worked with the SRE team to onboard the services on Kubernetes, which brought down the infra cost by 25%. • Lead and delivered features like A/B Testing, HTML InApp from scratch. • Improved the on-call process (incident management, support escalations), reducing resolution time from 1 week to 2 days. • Documented and addressed all the tech debts and brought them down by 75%. • Communicate and collaborate with other leads and managers to unblock the team members. • Currently, working on separating the codebase

Sage Hollingsworth Dedicated professional with almost a decade of experience in providing superior customer service and support within the healthcare industry. Well-versed in scheduling, interaction documentation, and database management functions for streamlined communication. Excels at identifying client needs and concerns to improve overall service. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Articulate, energetic and results-oriented with exemplary passion for providing a meaningful impact whenever possibleNew Orleans, Louisiana, USA Sage Hollingsworth | LinkedIn Work History: Escalation Team Specialist Accredo Specialty Pharmacy MarchMarch 2024 • Efficiently processed escalated concerns for

India II [email protected] Work Experience Assistant Manager - Quality and Training • CreditEnable FebruaryPresent Handling training and quality of inhouse and vendor location Conducting trainings of new hires on product and process Classroom training and online trainings Developing and updating training programs for new hires Auditing calls and coaching associates on areas of improvement Initiating BQM and planning refresher on improvement areas Conducting and participating call calibration across the centres Engage in customer listening to identify customer pain points and expectations Serve as an intermediary for escalations from agents and customers Develop process controls, standard operating

Area Distribution branch - Administrative Job Activity Staff operation support • PT Titan Infra Energy JuliOktoberAdministrative Assistant - Administrative Job Activity General Administration • Hino Motors Sales Indonesia MeiJuniAdministrative Assistant for Manager - Secretary job activity (booking for business trip need - hotel, transportation, and entertainment) - Responsible for report budget cash flow - Coordinate with team to escalation with HR Customer Service Officer • PT Bank Central Asia Tbk AgustusNovemberHandling complain for Nasabah and give an advice for Nasabah - Introduce and offering product BCA to Nasabah Receptionist Cum Admin • Siegwerk MeiJuliHosting a visitor -Handling phone calls -Manage Koperasi Administration Sales Promotion • PT Mitra Andal Sejati DesemberDesemberPromotion Sales product

identify and address potential issues, minimizing downtime and disruptions. Managed IT projects from inception to completion, ensuring adherence to timelines, budgets, and quality standards. Key responsibilities: Incident Management/Major Incident Management/Change Management/Problem Management/Escalation Management. Managing implementation of changes, Drive CAB calls with stakeholders, and leverage change management methodologies, process and tools to support adoption of required changes. Managing Proactive/Reactive Problem Management and getting the RCA’s on time for each Major incident. Handling Escalation for clients and reducing top escalation driver. Closely monitoring multiple disciplines