Alona C.

- Process Development @ Genpact Band 5B - Process improvement, data accuracy, PRA

Genpact • Vollzeit

Apr 2026 - Present • 4 mos

ROLES: Customer Service | Collection Specialist | Process Developer - Process Developer: Created and updated SOPs, process guides, and training materials for US/UK clients - Process Automation: Identified manual tasks and built Excel Macros/workflows to reduce processing time by 40% - Data Entry & Documentation: Maintained 99.9% accuracy in handling sensitive client data and reports in MS Word/Excel - Collection Specialist: Managed accounts, coordinated with clients, and achieved monthly collection targets - Customer Service: Handled high-volume calls/emails with 95%+ CSAT while maintaining 40+ WPM - Trained and mentored new associates on process compliance, documentation, and data standards

Healthcare Back Office @ Sagility - Intake, CSS, Behavioral data

Healthcare Australia • Vollzeit

Feb 2022 - Jan 2025 • 2 yrs 11 mos

- Back Office Support: Processed and validated data with 99%+ accuracy for healthcare accounts - Document Handling: Created, formatted, and updated reports, SOPs, and process documentation using MS Word and Excel - Quality & Compliance: Ensured all tasks met strict quality standards and HIPAA compliance requirements - Process Improvement: Identified manual tasks and suggested workflow improvements to increase efficiency - Collaboration: Worked with team leads and US clients to meet daily productivity and quality targets

Process Associate/ Band 5A- 5

Genpact • Vollzeit

Sep 2016 - Oct 2021 • 5 yrs 1 mo

ROLES: Process Developer | Collection Specialist | Customer Service - Process Development: Created and updated SOPs, training guides, and process documentation for US/UK clients. Reduced manual process time by 40% through Excel automation - Data Entry & Reporting: Maintained 99.9% accuracy in handling sensitive client data, reports, and documents using MS Word, Excel, and Google Sheets - Collection Specialist: Managed accounts receivable, coordinated with clients, and consistently met monthly collection targets - Customer Service: Handled high-volume inbound calls and emails with 95%+ CSAT and 40+ WPM typing speed - Training & Mentoring: Trained and onboarded 15+ new associates on process compliance, documentation standards, and quality ADDITIONAL BPO EXPERIENCE: Process Associate | Sagility | [ilay mo dates] - Healthcare back office data processing with 99%+ accuracy Customer Service Representative | Alorica | 2014 - 2016 - US Telco account with Top Performer award for 3 consecutive months