Remote Data Entry Clerk with QA & Analytics Expertise

Johann Prada

Psychologist Data Analyst QA & Process Improvement Specialist

Calle 5C #29-63, Valle del Cauca • ***************@*****.*** • 315-***-**** • linkedin.com/in/johann- prada-37a003127

Education

Università di Napoli Federico II — Coursera Online English Advanced C1 March 2026

Coursera Online

AI Applications with Claude: Automation, Projects & Data Analysis March 2026 University del Valle Cali, Colombia

Psychology Degree May 2021

Thesis: "Video Game Stories of Medith, in Search of Lost Magic" — Language and Cognition Research Group

Experience

Health Prime Cali, Colombia (Remote)

QA Analyst August 2024 – Present

• Audited an average of 60 medical billing cases per day, covering denied and unanswered claims across payers in South Carolina, Virginia, and Tennessee.

• Led two QA teams simultaneously: a 3-member team supporting Ballad Health and a 5-member team supporting Bon Secours — both U.S. hospital partners of Ensemble Health Partners.

• Drove the Ballad Health team to a sustained quality score of 98+ out of 100.

• Applied RCM and Physician Revenue Cycle AR knowledge to investigate and resolve complex claim denials, including direct communication with payers across South Carolina, Virginia, and Tennessee.

• Performed quality scoring using SharePoint, PrimeFlow, and Excel; leveraged Power BI for data extraction and reporting; identified audit trends and delivered targeted action plans.

• Conducted weekly meetings with U.S. clients, prepared performance reports, and held one-on-one coaching sessions with agents.

Alorica Cali, Colombia

Merchant Support Agent August 2023 – July 2024

• Consistently ranked #1 in quality scores across the campaign, achieving a perfect 100/100 in QA evaluations, while also maintaining top averages in Hold Time and AHT.

• Handled an average of 70–100 inbound calls per day for Progressive Leasing, a U.S.-based financing company, supporting both retail merchants and end customers.

• Created, modified, and explained leasing contracts; set clear payment expectations and guided applicants through the approval and onboarding process.

• Advised rejected or prospective applicants on eligibility requirements and next steps for accessing the leasing service.

• Supported store owners and retail staff in completing contracts, resolving technical issues, and correcting demographic data such as misspelled names and phone numbers.

• Trained approximately 35 new agents across 3 onboarding waves; conducted one-on-one coaching sessions and provided real-time floor and Slack support throughout daily operations. TaskUs Cali, Colombia

Customer Service Agent April 2022 – August 2023

• Handled an average of 50–60 inbound calls per day for Turo, a peer-to-peer car rental platform, managing reservations, cancellations, and vehicle-related complaints.

• Navigated complex customer situations including vehicle damage, breakdowns, and cleanliness disputes, working toward timely and satisfactory resolutions.

• Served as a Wellness Hero, delivering individual psychological first aid sessions to 5 agents struggling with burnout and work-related stress in a high-pressure BPO environment. SITEL Cali, Colombia

Customer Service Agent April 2021 – December 2021

• Managed a high-volume, back-to-back inbound call queue for FedEx package tracking operations, handling 200+ calls per day on peak days.

• Ranked among the top-performing agents on the team within 3 months of starting, with no prior customer service experience.

• Filed 30+ lost package investigation cases per shift, coordinating with senior agents to ensure proper follow-up and resolution for affected customers.

• Set accurate delivery expectations and de-escalated complaints related to delays, damages, and unmet expectations under sustained high-pressure conditions. FEDUT Cali, Colombia

Intern Psychologist March 2019 – March 2020

• Conducted 60+ individual selection interviews with adult applicants seeking scholarships at FEDUT, a nonprofit serving low-income youth in the Distrito de Aguablanca, Cali; evaluated personal background, motivation, and socioeconomic context to determine eligibility.

• Performed 60+ home visits to verify candidates' living conditions and socioeconomic status, contributing directly to admission decisions.

• Planned and delivered educational content for the "Proyecto de Vida" course, covering personal development topics for adolescent students.

• Assisted in individual accompaniment sessions and play-based activities with children aged 6–8 at a partner school.

• Graded and provided feedback on assignments for a personal caseload of 5 children (ages 10–12), as well as adolescent and adult learners across the program. University del Valle Cali, Colombia

Creative & Narrative Contributor — Videogame Development Project August 2017 – February 2019

• Contributed creatively to "Relatos de Medith," a research-based educational videogame developed by the Language and Cognition group at University del Valle; provided narrative, visual, and conceptual input.

• Led and recorded pilot sessions with children aged 6–8, gathering behavioral data to support iterative game design.

University del Valle Cali, Colombia

Professor Assistant February 2017 – June 2017

• Planned and taught complete classes on written culture for the "University Life" course at University del Valle, taking full ownership of lesson design and classroom delivery.

• Evaluated student written assignments — including essays and biographical texts — providing detailed feedback throughout a full semester.

Skills & Interests

• Technical: SharePoint, PrimeFlow, Slack; Excel (VLOOKUP, pivot tables, reporting); exposure to Power BI for data extraction and table downloads. Currently pursuing advanced training in Excel and Power BI.

• Psychometrics & Research: Design and application of psychometric instruments, measurement batteries, surveys, and evaluation rubrics; experience in data collection and qualitative/quantitative analysis from academic and applied settings.

• Language: Spanish (native), English (C1 Advanced — certified by Università di Napoli Federico II via Coursera, March 2026).

• AI & Technology: Experienced in leveraging AI tools, including Claude by Anthropic, to automate workflows, generate professional documentation, and support QA analysis in healthcare billing environments.

• Interests: Gaming, travel, basketball, popular science, music.

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