Healthcare Support, Quality Assurance, and Customer Service
Cavite, Imus, Philippines
Dedicated and results-driven Quality Assurance and Customer Service Professional with over 15 years of experience in healthcare support, quality assurance, customer service, team leadership, and administrative operations. Skilled in process improvement, customer satisfaction, account verification, complaint resolution, and performance coaching. Recognized for strong attention to detail, adaptability, and commitment to delivering exceptional service.
Dr. B, full_time
Sep 2022 to Jun 2026
Verified patient identities and medical records. Managed prescription transfers and pharmacy coordination. Assisted patients with account updates, medication inquiries, and appointment scheduling. Supported healthcare providers by obtaining additional patient documentation and treatment information. Guided junior agents in handling patient requests and escalations.
Earnin, full_time
Sep 2016 to Sep 2022
Conduct quality audits for chat and email interactions. Investigate customer complaints and identify root causes of dissatisfaction. Prepare quality reports and monitor performance KPIs. Develop quality procedures and support continuous improvement initiatives. Deliver coaching and training to improve customer satisfaction and service quality.
IAA, full_time
Jan 2016 to Sep 2016
Audited recorded calls from U.S. and Canadian operations. Prepared quality scorecards and coaching documentation. Generated weekly QA observations and reports.
Jet.com, full_time
Oct 2015 to Jan 2016
Processed customer orders and delivery follow-ups. Handled account-related special projects and issue resolution.
Burger King, full_time
Mar 2013 to Oct 2015
Managed customer inquiries, complaints, and escalations. Conducted call audits and quality reviews. Coordinated with store branches to resolve customer concerns.
TMS, full_time
Jan 2011 to Mar 2013
Performed live and recorded call audits. Prepared coaching feedback and QA reports. Managed audit assignments and quality monitoring activities.
The March Group, contract
Sep 2010 to Jan 2011
Managed social media accounts and online advertisements. Supported business acquisition campaigns. Execute direct orders from my supervisor regarding new listing. Respond to client’s inquiry regarding business for sale postings.
Century Link, contract
Feb 2010 to Sep 2010
Analyzed customer billing information and service plans. Generated sales leads and processed account documentation. Maintained productivity and order tracking reports.