Virtual Assistant | Healthcare
Philippines
I’m a results-driven professional with over 5 years of experience in healthcare, financial services, and retail accounts. I’ve handled both inbound calls and leadership responsibilities, including coaching agents, monitoring performance, and ensuring quality standards are met. I’m experienced in customer service, appointment setting, client acquisition, and resolving escalations. I’m very comfortable working with KPIs, CRM tools, and fast-paced environments. What sets me apart is my strong communication skills, attention to detail, and ability to stay calm and solution-focused, even in challenging situations. I’m passionate about delivering excellent customer experiences while also contributing to team success and company growth.
Omega Healthcare, full_time
Apr 2024 to Jan 2026
- Led a team of 10-20 agents handling appointment scheduling, inquiries, insurance verification, billing, and rescheduling. - Monitored KPIs (call quality, adherence, FCR, CSAT) and ensured compliance with service level agreements. - Handled escalations and complex cases while maintaining HIPAA compliance. - Introduced quality audits and feedback loops, improving accuracy and billing resolution by 20%. - Delivered coaching, daily huddles, and one-on-ones; presented productivity reports to management.
Concentrix, full_time
Oct 2023 to Apr 2024
- Managed agent performance to consistently meet KPI targets. - Collaborated with clients through calibration sessions and feedback meetings. - Led team huddles, coaching sessions, and call monitoring to reinforce best practices and improve service deliver
Unifin , full_time
May 2021 to Oct 2022
- Handling both PH and GT teams to ensure KPI attainment. - Generated and submitted agent performance reports (MTD) to clients. - Conducted coaching, triad sessions, and regular reviews to enhance agent effectiveness. - Participated in weekly performance review meetings with QA and client stakeholders.
Inspiro, full_time
May 2020 to May 2021
- Resolved customer issues related to orders and services across multiple channels. - Recognized for effective problem-solving and first-contact resolution. - Delivered professional support with minimal supervision in a fast-paced environment.