2019
Bachelor of Tourism Management
Cebu Normal University
About Me
Adaptive professional with over 8 years of experience in BPO operations and team leadership, now specializing in high-accuracy patient intake, insurance verification, and medical billing. Proven track record of optimizing workflows and exceeding KPIs, ensuring seamless administrative support for healthcare providers through precise transcription and prior authorization. Committed to delivering measurable business results by combining clinical administrative expertise with a strong culture of excellence and patient-focused service.
My Skills and Competencies
Operations Management
KPI Management
Team Management
Strategic Planning
Customer Support (Voice, Chat, Email)
Escalation Handling
Analytical Thinking
Quality Assurance
Social Media Management
Medical Virtual Assistant
Data Entry
Content Moderation
Proficient in EHR/EMR
Billing and Coding
Patient Care and Management
Certificates
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My Experience and Education
2020
-
2026
Alorica
(Team Manager)
As a Team Manager at Alorica, I lead and develop a team of over 20 content moderators, driving consistent
achievement of performance, quality, and compliance goals. Through data-driven coaching and structured
feedback, I improved team accuracy by 15% and productivity by 10%, while implementing engagement
initiatives that reduced attrition by 20%. I collaborate with cross-functional teams to optimize workflows,
maintain policy alignment, and deliver operational excellence. By fostering a culture of accountability,
collaboration, and continuous learning, I ensure that my team consistently meets and exceeds key
performance metrics while contributing to overall organizational success.
2019
-
2020
Henann Resort Alona Beach Bohol
(Reservation Associate)
As a Reservation Associate at Henann Resort Alona Beach, I managed daily guest reservations and inquiries,
ensuring accuracy, efficiency, and exceptional service throughout the booking process. I handled an average
of 50+ reservations per day with 98% accuracy, contributing to a seamless guest experience from inquiry to
check-in. I collaborated with multiple departments — including Sales, Front Office, and Housekeeping — to
coordinate bookings, special requests, and guest preferences. By providing proactive communication and
personalized assistance, I helped increase guest satisfaction by 10% and strengthened overall service quality.
My role required strong attention to detail, multitasking, and the ability to resolve guest concerns promptly and
professionally.
2017
-
2019
Convergys
(Technical Support Representative)
As a Technical Support Representative for the Microsoft account at Convergys Cebu, I provided end-to-end
technical assistance to global customers through phone, email, and chat channels. I resolved an average of
over 100 support cases daily, consistently achieving a 95%+ customer satisfaction (CSAT) rating and ranking
among the top 10% of agents for quality and efficiency. I diagnosed and resolved hardware, software, and
system-related issues while ensuring a seamless customer experience. I also documented technical solutions
and best practices in the CRM system to support knowledge sharing and process improvement. This role
strengthened my problem-solving, communication, and technical troubleshooting skills in a fast-paced,
metrics-driven environment.
2016
-
2017
Teleperformance
(Customer Service Representative)
As a Customer Service Representative for Amazon Seller Support at Teleperformance Cebu, I provided multichannel assistance to sellers regarding product listings, order fulfillment, refunds, and policy inquiries. I consistently met and exceeded performance targets by maintaining high QA and SLA compliance while resolving complex issues with accuracy and professionalism. I collaborated with internal escalation teams to streamline case resolution and ensure prompt feedback to sellers, improving overall satisfaction and trust. By delivering clear, empathetic, and policy-aligned communication, I helped strengthen seller relationships and supported a positive customer experience on the Amazon platform. This role enhanced my skills in problem-solving, conflict resolution, and customer relationship management in a fast-paced, high-volume environment.
My Services
Social Media Management
Analyzing engagement data, identifying trends in customer interaction and planning digital campaigns to build community.
Data Entry / Web Researcher
Search the Internet for information on a wide variety of topics.
Medical Virtual Assistant
Scheduling appointments, handling correspondence, and managing records.