Teleperformance Philippines – Florida Blue Account (Blue Card LOB)
Inbound Call Center Agent

• Provided exceptional support to healthcare providers, addressing inquiries about insurance claims, benefits, eligibility, and pre-authorizations.

• Handled high-volume inbound calls daily while maintaining strict adherence to HIPAA regulations and company policies for data security and confidentiality.

• Assisted in training and mentoring new team members, sharing best practices and contributing to overall team success.

• Documented call details and resolutions accurately in internal systems to ensure seamless follow-up and record-keeping.

• Consistently achieved or exceeded key performance metrics, including call resolution time, accuracy, and customer satisfaction scores.

2025 - 2025

Alorica Philippines – Priceline Account (Sales LOB)

Sales Representative

• Provided professional sales and customer support to Priceline customers, assisting with hotel bookings, reservations, pricing inquiries, modifications, and cancellations.

• Managed high-volume inbound sales calls efficiently while maintaining quality standards, compliance with company policies, and a customer-focused approach.

• Identified customer needs and promoted suitable travel options and add-ons to maximize sales opportunities and revenue generation.

• Consistently met or exceeded key performance indicators (KPIs), including sales conversion, call handling time, accuracy, and customer satisfaction scores.

2025 - 2026

Personic Health Mobile Wound Care

Call Center Specialist

• Assisted with scheduling, rescheduling, and confirming wound care visits, ensuring accurate documentation and clear communication of appointment details.

• Accurately documented call details, patient information, and resolutions in internal systems to support continuity of care and proper follow-up.

• Maintained strict compliance with HIPAA regulations and organizational policies to ensure patient data security and confidentiality.

• Provided professional phone support to patients, caregivers, and healthcare providers, addressing inquiries related to mobile wound care services, appointments, and treatment coordination.

Certified Training and Professional Development

• Freelancing Skills and Virtual Assistant Training
  Completed training in freelancing and virtual assistant work, demonstrating proficiency in key support functions essential for remote and administrative roles. Developed a strong foundation in handling tasks efficiently, maintaining organization, and delivering reliable virtual assistance services.

• HIPAA Training
  Knowledgeable in HIPAA compliance and the proper handling of protected health information (PHI). Trained to apply privacy regulations, maintain confidentiality, and support secure healthcare-related processes in compliance with industry standards.

• Security Awareness Training
  Trained in essential security awareness practices, including the protection of sensitive information, safe handling of digital data, and the promotion of workplace vigilance. Demonstrates awareness of security protocols that help maintain data safety and organizational compliance.

• Sexual Harassment Training
  Completed training on recognizing, preventing, and properly responding to sexual harassment in the workplace. Understands the importance of maintaining professionalism, respect, and a safe working environment for all.

Microsoft Office Specialist: Excel Associate (Office 2019)

• Spreadsheet Management and Data Processing
  Utilized Microsoft Excel 2019 to enter, organize, and analyze data using formulas, tables, and basic functions to maintain accurate and well-structured records.

• File and Records Management
  Organized digital files and folders using Microsoft Office applications, ensuring proper naming conventions, version control, and easy retrieval of documents.

• Data Entry and Data Validation
  Performed precise data entry while applying data validation rules to ensure accuracy, consistency, and reliability of records.

• Data Analysis and Reporting
  Generated basic reports using charts and PivotTables to summarize data and support decision-making.