CUSTOMER SUCCESS OPERATIONS SPECIALIST
Capiz
Customer Success & Operations Specialist with 8+ years of experience supporting U.S.-based clients across healthcare administration, operations, logistics, and customer success. Skilled in provider credentialing, medical scheduling, client coordination, process improvement, and cross-functional collaboration. Recognized for delivering exceptional customer experiences while improving operational efficiency in remote environments.
GLOBAL MEDICAL VIRTUAL ASSISTANTS (RULA), freelance
Sep 2024 to Dec 2025
Completed training in HIPAA Compliance, U.S. Healthcare Fundamentals, Front Desk. Triage, New Patient Intake, Appointment Scheduling, Insurance Verification and Authorization. Reviewed and validated provider credentialing documentation to support timely onboarding while maintaining 100% compliance with organizational standards. Audited and verified provider CAQH profiles by cross-checking submitted credentials, licenses, certifications, and practice information for consistency and accuracy. Reviewed Professional Liability (Malpractice) Insurance policies to ensure providers met required coverage limits and compliance standards. Coordinated with Provider Success Associates (PSAs) to resolve credentialing deficiencies, obtain missing documentation, and facilitate timely provider onboarding. Monitored provider licenses, certifications, DEA registrations (where applicable), an insurance policies to ensure ongoing compliance and timely renewals. Verified submitted documentation against credentialing requirements and regulatory standards before processing applications. Directed providers with maintaining and updating CAQH profiles to ensure accurate and current credentialing information. Responded promptly and professionally to provider inquiries via email, providing guidance on credentialing requirements, application status, and compliance documentation. Maintained accurate provider records while adhering to HIPAA regulations and organizational confidentiality standards.
ONYX COATING USA INC., contract
Jan 2024 to Jun 2024
Led end-to-end logistics and supply chain operations to ensure the timely and efficient movement of goods. Managed inventory control, cycle counts, and inventory audits to maintain accurate stock levels and minimize discrepancies. Processed customer orders from receipt through fulfillment, ensuring accuracy, timely dispatch, and on-time delivery. Coordinated domestic and international point-to-point shipments, working closely with freight forwarders, carriers, customs brokers, and suppliers. oversaw procurement of raw materials from international suppliers while monitoring order status, lead times, and delivery schedules. Prepared invoices, shipping documents, and other logistics-related documentation to support order processing and transportation. Sourced and coordinated third-party freight, courier, and cargo services based on cost, transit time, and service requirements. Tracked shipments, monitored delivery progress, and proactively resolved transportation delays and logistics issues. Served as the primary point of contact for customers by providing shipment updates, resolving delivery concerns, and ensuring a positive customer experience. Investigated and resolved customer complaints, shipping discrepancies, and freight claims through effective communication with internal teams and logistics partners. Collaborated with warehouse personnel, suppliers, carriers, and management to optimize logistics processes and improve operational efficiency. Maintained accurate logistics records, inventory reports, shipment documentation, and operational data using spreadsheets and business management systems while ensuring compliance with company procedures.
Philippine Red Cross - Capiz Chapter, full_time
Jan 2020 to Feb 2024
Served as Department Head of Emergency Medical Services (EMS), overseeing daily operations, personnel, and service delivery. Selected as a member of the National Technical Working Group for Emergency Medical Services Research and Development (2020–2024), collaborating with national stakeholders to develop EMS standards, operational protocols, and service improvements Conducted service quality evaluations and implemented continuous quality improvement initiatives for EMS staff and volunteers. Ensured all ambulance vehicles, medical equipment, and emergency response assets were properly maintained, inspected, and fully operational. Managed medical inventory, consumables, ambulance fleet, and operational assets valued at thousands of dollars. Maintained and audited patient care records, ensuring documentation accuracy, completeness, confidentiality, and compliance with organizational standards. Planned and facilitated regular refresher training programs to maintain responder competency and operational readiness. Delivered standardized First Aid and BLS training to hundreds of participants while maintaining national certification standards. Enforced compliance with EMS protocols, operational standards, quality assurance measures, and ambulance service procedures. Supervised routine patient transport operations, emergency medical responses, and interfacility transfers. Led fleet dispatch operations, monitored ambulance availability, and optimized resource allocation to ensure timely emergency response. Utilized GPS fleet monitoring systems to track ambulance locations, monitor deployment efficiency, and support real-time operational decision-making. Led and deployed EMS personnel for disaster response operations and technical working groups. Managed scheduling for over 50 EMS volunteers, ensuring continuous operational coverage. Conducted instructor certification programs for EMS volunteers and healthcare responders, improving operational readiness. Delivered lectures and practical demonstrations for standardized courses in First Aid, Basic Life Support (BLS), Ambulance Operations, patient lifting and moving, bandaging, and splinting. Prepared quotations and invoices for first aid training programs and ambulance services. Coordinated administrative matters directly with the Chapter Administrator and served as Executive Assistant when required. Performed basic accounting and bookkeeping, including tracking departmental operational expenses, training revenue, budget utilization, and financial records. oversaw the chapter's Facebook page, email communications, and Google Calendar. Oversaw logistics, including procurement, inventory management, purchasing, warehouse control, and service fulfillment..
Eperformax Contact Centers & BPO(Roxas), full_time
Oct 2018 to Dec 2019
Directed customers with billing, payment, and transaction-related inquiries through phone, email, and chat while ensuring a high level of customer satisfaction. Investigated and resolved billing disputes, payment discrepancies, unauthorized transactions, and order-related concerns in accordance with company policies and procedures. Processed and managed dispute and claim cases by conducting thorough investigations, reviewing supporting documentation, and making fair, evidence-based resolutions for buyers and sellers. Analyzed transaction histories and account activity to identify inconsistencies, resolve issues, and support accurate dispute outcomes. Directed customers with account setup, profile updates, account maintenance, and payment method management. Performed identity verification and account authentication procedures to protect customer information, prevent fraud, and ensure account security. Resolved customer account access issues, including password resets, account recovery, and security verification. Maintained detailed and accurate case documentation while adhering to data privacy, security, and compliance standards. Collaborated with internal departments to escalate complex cases and ensure timely resolution of customer concerns. Consistently delivered professional, empathetic, and solution-oriented customer service while meeting quality, productivity, and compliance metrics.