Ryan Pugosa
Operations & Compliance Leader | Customer Experience Specialist
Cebu City, PH.About
Highly versatile and results-oriented professional with over 15 years of experience driving operational efficiency, ensuring regulatory compliance, and enhancing customer experience. Proven ability to lead high-performing teams, optimize processes through technical systems, and deliver exceptional service, positioning for leadership roles in operations, compliance, or customer experience. Leverages expertise in healthcare administration, security assurance, and quality analysis to deliver measurable impact and strategic value.
Work
Prestige Health and Wellness
|Claims and Billing Assist
Cebu City, Cebu, Philippines
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Summary
Spearheaded claims processing and billing operations, optimizing revenue cycle efficiency and ensuring stringent compliance within a healthcare setting.
Highlights
Reduced claim denials by streamlining review processes and ensuring accurate data entry, significantly optimizing revenue cycle efficiency.
Enhanced claims processing efficiency by implementing refined workflows and leveraging EMR/EHR systems, resulting in faster turnaround times and increased throughput.
Ensured 100% HIPAA compliance across all patient data handling and billing operations, rigorously maintaining data integrity and patient trust.
Concentrix
|Security Assurance Escalations
Cebu City, Cebu, Philippines
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Summary
Led vulnerability management and incident response efforts, enhancing organizational security posture and minimizing operational impact.
Highlights
Conducted regular vulnerability management activities, proactively identifying and reporting potential security risks to safeguard production environments.
Contributed to the continuous improvement of security processes and controls, significantly enhancing overall organizational security posture and resilience.
Managed and rapidly escalated critical security incidents, ensuring timely resolution and minimal impact on business operations.
TechMahindra
|Team Leader
Cebu City, Cebu, Philippines
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Summary
Led and developed high-performing teams, driving productivity and engagement through strategic coaching and motivational initiatives.
Highlights
Mentored and coached team members, fostering skill development and enhancing overall team productivity and engagement to meet performance targets.
Implemented motivational strategies that significantly improved team morale and communication, cultivating a cohesive and high-performing unit.
Monitored team performance metrics, providing targeted feedback and implementing remediation plans to optimize individual and collective output by an average of 10%.
EXL Service
|Quality Analyst
Cebu City, Cebu, Philippines
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Summary
Analyzed agent performance data, developed targeted coaching interventions, and ensured adherence to quality standards to drive operational excellence.
Highlights
Conducted in-depth analysis of agent performance data, identifying root causes of underperformance and developing actionable insights.
Designed and implemented targeted coaching and training interventions for low-performing agents, successfully improving their quality scores by an average of 15%.
Ensured rigorous adherence to quality standards and operational procedures through systematic monitoring and feedback mechanisms.
Convergys
|Sales Service Representative
Cebu City, Cebu, Philippines
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Summary
Managed high-volume customer inquiries, resolved complex issues, and educated clients on products to drive satisfaction and adoption.
Highlights
Addressed a high volume of customer inquiries daily, resolving complex issues with a focus on first-call resolution and high customer satisfaction.
Educated customers on new products and services, leveraging in-depth product knowledge to drive understanding and adoption.
Maintained a strong understanding of product offerings and service protocols, consistently meeting or exceeding service level agreements.
Qualfon
|Team Leader
Cebu City, Cebu, Philippines
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Summary
Coached and mentored a team of 10+ agents, developing training programs and evaluating performance to achieve service excellence.
Highlights
Provided ongoing coaching and mentorship to a team of 10+ agents, resulting in measurable improvements in individual performance and skill acquisition.
Developed and delivered targeted training sessions on new products and complex troubleshooting techniques, significantly enhancing team capabilities.
Monitored and evaluated team performance, providing constructive feedback and implementing strategies to consistently achieve service excellence.
Education
Cebu Normal University
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Bachelor Degree
Bachelor Degree
Immaculate Conception Institute
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High School Diploma
Secondary Education
Maguikay Elementary School
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Elementary Diploma
Elementary Education
Languages
Filipino
English
Skills
Operations Management
Process Improvement, Workflow Optimization, Operational Efficiency, Data Analysis, Strategic Planning, Risk Management.
Compliance & Assurance
HIPAA Compliance, Security Protocols, Regulatory Adherence, Quality Assurance, Vulnerability Management, Incident Resolution.
Healthcare Administration
Claims Processing, Medical Billing, EMR/EHR Systems, Healthcare Compliance, Revenue Cycle Management.
Leadership & Development
Coaching & Mentoring, Performance Coaching, Employee Engagement, Team Leadership, Training & Development, Performance Management.
Technical Tools
Billing Software, EMR/EHR Systems, CRM Software, Knowledge Base Systems, Microsoft Office Suite.
Customer Experience
Customer Service Excellence, Problem Solving, Conflict Resolution, Technical Support, First-Call Resolution, Customer Satisfaction.