2011
Masters in International Hospitality Management
University of Wales Cardiff Institute2
More Info About Me
I am a Registered Pharmacist with a diverse professional background in healthcare, customer service, operations and business management. My career has allowed me to work in various roles, including practicing pharmacy, completing my postgraduate studies in the United Kingdom while working as a carer, and building a successful career at Reed Elsevier Philippines, where I spent more than nine years and advanced to the role of Operations Supervisor I.
Throughout my career, I have developed strong administrative, organizational, communication and problem-solving skills. My experience includes client support, data management, documentation, process improvement, team supervision, quality assurance and operational coordination. As a business owner, I also gained valuable experience in bookkeeping, BIR compliance, customer service, scheduling and day-to-day business operations.
I am now seeking an opportunity as a Virtual Assistant, where I can leverage my extensive administrative and operations experience to provide reliable, efficient and detail-oriented support. I am highly adaptable, eager to learn new tools and technologies and committed to helping businesses achieve their goals through exceptional administrative assistance.
My Skills and Competencies
Social Media Management
Graphic Designer
Data Entry
Content Creator
Certificates
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My Experience and Education
2026
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2026
Claiza’s Laundry House
(Business Owner)
Manage the day-to-day operations of a home-based laundry business, ensuring efficient workflow and timely service delivery.
Handle customer inquiries, bookings, order tracking, and service updates through phone and text
Schedule laundry pickups, deliveries, and customer appointments while maintaining an organized daily calendar.
Maintain accurate records of customer orders, payments, expenses, and inventory using organized filing and record-keeping systems.
Process payments, issue receipts, and perform basic bookkeeping, cash reconciliation, and financial record maintenance.
Prepare and file quarterly BIR tax returns, including BIR Form 1701Q and BIR Form 2551Q, ensuring timely and accurate compliance with tax regulations.
Maintain the business Books of Accounts, including the Cash Receipts Book and Cash Disbursements Book, ensuring accurate recording of daily financial transactions.
Prepare, file, and pay quarterly Local Business Tax with the City/Municipal Treasurer's Office, ensuring compliance with local government requirements.
Monitor inventory levels and coordinate the purchase of laundry supplies and equipment as needed.
Resolve customer concerns professionally to maintain high customer satisfaction and encourage repeat business.
Manage the business's social media presence by responding to customer inquiries and promoting services.
Organize and maintain both digital and physical business documents for easy retrieval and audit readiness.
Demonstrate strong organizational, administrative, time management, problem-solving, and multitasking skills while independently managing all aspects of the business.
2025
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2026
Reed Elsevier Philippines
(Operations Supervisor I)
Supervise daily operations of the assigned Cigna healthcare account, ensuring service level agreements (SLAs), quality standards, and productivity targets are consistently achieved.
Lead, coach, and develop a team of healthcare operations specialists by providing regular performance feedback, mentoring, and career development support.
Monitor operational metrics, identify performance trends, and implement action plans to improve efficiency, quality, and customer satisfaction.
Conduct regular team huddles, one-on-one coaching sessions, and performance reviews to drive employee engagement and accountability.
Ensure compliance with Cigna policies, healthcare regulations, company procedures, and data privacy requirements, including HIPAA-related processes where applicable.
Collaborate with cross-functional teams, clients, and stakeholders to resolve operational issues, manage escalations, and support process improvements.
Analyze workflow, staffing requirements, and volume forecasts to optimize resource allocation and maintain operational continuity.
Review quality audit results, identify root causes of errors, and implement corrective and preventive actions to improve overall team performance.
Prepare and present operational reports, dashboards, and business updates to management, highlighting key performance indicators (KPIs), risks, and improvement initiatives.
Support the implementation of new processes, system enhancements, and client-driven initiatives while ensuring smooth change management and minimal business disruption.
Handle client escalations and ensure timely resolution of complex healthcare claims or member-related issues.
Coordinate onboarding and training of new hires, ensuring readiness to meet operational expectations.
Recognize and reward high-performing team members to foster a positive and results-driven work environment.
Partner with Workforce Management and Quality teams to improve scheduling, productivity, and service delivery.
2016
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2025
Reed Elsevier Philippines
(Customer Solutions Specialist)
Conduct client meetings and consultations with Cigna representatives to address operational requirements and service-related concerns.
Perform data validation, including accurate data entry, demographic verification, and insurance eligibility verification through phone and system-based processes.
Document completed activities, maintain accurate records, and communicate findings, recommendations, or process improvements to relevant stakeholders.
Deliver high-quality customer support by researching, resolving, and responding to client inquiries through email and outbound callbacks while consistently meeting established service level agreements (SLAs).
Ensure compliance with corporate policies and procedures related to authentication, data privacy, information security, and record retention.
Utilize multiple healthcare systems, databases, and internal tools to perform research, validate information, and document case activities.
Investigate client issues, identify trends or recurring concerns, and escalate complex cases to the Supervisor or appropriate teams for timely resolution.
Coordinate with insurance providers and healthcare providers to verify, clarify, and communicate accurate patient and insurance information.
Maintain a high level of accuracy, quality, and attention to detail in all customer interactions and data processing activities.
Contribute to operational excellence by ensuring compliance with quality standards, supporting process improvements, and delivering an exceptional customer experience.
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.
Content Creator
Promote companies' products and services by developing copy for websites, social media, marketing materials.