Robert Litao

Trust Accounting Support Specialist

Wingman Group

Nov 2023 - Mar 2026 (2 years 5 months)

• Assisted clients regarding their Trust Accounting issues • Reported any bugs/glitches in our client's software • Provided recommendation to make clients work efficiently using the software Highlights: • Process Optimization: Reduced client complaints dramatically from 80% to 15% by streamlining internal workflows. • Department Growth: Successfully transitioned a pilot project into a standalone, stable department.

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Implementation Integration Analyst

Prosource Global BPO Inc.

Apr 2022 - Aug 2023 (1 year 5 months)

• Integrated vendor's software to our client's software • Reported any bugs/glitches in our client's software • Continuous training for enhancement to match client's evolving needs Highlights: • Software Integration: Managed the technical integration of vendor software with client platforms for over 200+ vendors. • Client Satisfaction: Maintained high client satisfaction for 8 straight months.

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Senior Claims Analyst

Conifer Global Business Center

Sep 2020 - Mar 2022 (1 year 7 months)

• Reviewed and analyzed incoming facility claim for accuracy and completeness. • Verified patient information, insurance details, and provider data to ensure they align with policy • Ensured compliance with all relevant healthcare laws, regulations, and privacy standards, such as HIPAA. Highlights: • Operational Efficiency: Reduced department backlog from 2,500 to 300 cases while ensuring strict HIPAA compliance.

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Regional Project Manager

Appfolio Property Management

Feb 2019 - May 2020 (1 year 4 months)

• Managed 3 departments: Leasing, Marketing, and Maintenance to meet performance requirements utilizing various management skills including 1:1 coaching and mentoring • Establish team priorities, maintained schedules, and monitored performance. • Overseeing projects for the maintenance and repairs of the properties Highlights: • Team Leadership: Managed three departments (Leasing, Marketing, Maintenance) using 1:1 coaching and performance mentoring.

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Accounting Supervisor

Royal Rose Properties

Nov 2016 - Dec 2018 (2 years 2 months)

• Supervise 3 team members to ensure deadlines are met • Establish team priorities, maintained schedules, and monitored performance. • Overseeing projects for the maintenance and repairs of the properties Highlights: • Company Revenue: Assisted owner of the company in record-breaking in properties sold • Customer Satisfaction: Exceeded client satisfaction both internal and external

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L2 Technical Support Specialist

REALPAGE PHILIPPINES

Feb 2013 - Aug 2016 (3 years 7 months)

• Assisted customer both internally (different departments) and externally (consumer using the software) • Helped in reviewing bugs & glitches of the software and report it immediately to the software engineer Highlights: • Liaison Excellence: Acted as the primary technical liaison between US-based clients and the PH production team. • Performance: Consistently top performer in First Call Resolution and Customer Satisfaction.

Production Supervisor

Stream Global Services

Sep 2010 - Jan 2013 (2 years 5 months)

• Performed inbound and outbound calls consist of sales, customer service, and escalation. • Explained to the client/customer how the software works and what suits their business. • Assisted staff real time during day-to-day operations. Highlights: • Rapid Advancement: Achieved the fastest promotion in the department from Level 1 to Level 2 agent. • Technical Sales: Recognized in the Top 5 for upselling advanced technical support packages.

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