Proactive and results-driven Operations & Virtual Assistant Professional with extensive experience spanning executive support, high-volume BPO voice queues, technical troubleshooting, and healthcare compliance. Proven track record in managing daily business workflows, real-time dispatch logistics, database integrity, and complex customer de-escalation under strict SLAs.
Whether serving as a primary liaison for executive operations, monitoring live field/caregiver schedules, or resolving critical customer inquiries, I bring structured organization, high attention to detail, and calm composure under pressure.
Core Strengths & Specializations:
• Operations & Executive Support: Business workflow coordination, multi-calendar management, technician/field dispatching, inventory control, and executive scheduling.
• High-Volume Customer Support & Escalations: 10+ years of blended BPO experience (Ford, General Motors, Dish Network, Globe Telecom) handling 50–100+ calls/shift with high FCR and CSAT scores.
• Process Auditing & Compliance: Real-time caregiver attendance monitoring, EVV timestamp reconciliation, data auditing (Vesta & HHA Exchange), and strict regulatory compliance (HIPAA & Texas HB300 certified).
• Data Management & Reporting: Generating daily/weekly progress reports, dataset labeling, audio transcription, and structured database record-keeping using Excel (filtering, lookups, formulas).
Technical Toolkit & Systems:
•Healthcare EVV, EHR & EMR Systems: Proficient in HHAExchange and Vesta; Familiar in AxisCare and WellSky workflows; Knowledgeable in AlayaCare, Axxess, Netsmart, Kareo (Tebra), SimplePractice, and Practice Fusion navigation.
•Network & Systems Administration: Experienced in ISP Provisioning, Billing & Operations Portals, and MikroTik router management; Knowledgeable in Cisco AnyConnect VPN, AnyDesk, TeamViewer, and Chrome Remote Desktop / RDP navigation; Familiar with Cisco
networking basics.
•VoIP & Communication Platforms: Experienced with Spectrum VoIP, Google Meet, Google Chat, Microsoft Teams, Zoom, WhatsApp, -----------, Zoho Cliq, Lotus Notes, and corporate BPO tools; Familiar with Slack and RingCentral.
•CRM, Workflows & Ticketing: Experienced with corporate BPO CRM platforms; Familiar with GoHighLevel (GHL), -----------, and ServiceTitan workflows; Knowledgeable in Zendesk, Freshdesk, and Gorgias ticketing systems.
•E-Commerce & Digital Platforms: Experienced with Shopee. Familiar with TikTok Shop, Lazada
Shopify, Amazon Dropshipping, eBay, PoshMark, AliExpress, and WordPress.
•Finance & Bookkeeping Tools: Knowledgeable in QuickBooks Online and Xero.
•AI & Productivity Tools: Proficient in Google Workspace, Microsoft Office; Familiar with Asana, Trello, Canva, and CapCut; Knowledgeable with Generative AI Tools (ChatGPT, Google Gemini, Anthropic Claude, Microsoft Copilot, Grok, and Dola) for prompt
execution and workflow optimization.
PROFESSIONAL CERTIFICATIONS
•Healthcare & Compliance: HIPAA Compliance Certified (VanRein Compliance) | HB300 Compliance Certified (VanRein Compliance) | Cybersecurity Training Certified (VanRein Compliance) | Vesta PSO - Intro to EVV Training (Vesta)
•E-Commerce & Digital Store: Amazon Dropshipping FBM Titans Product Research Formula (Udemy) | Create Your E-Commerce Store with Shopify (Coursera) | Google Ads for Beginners (Coursera) | Create a Website Using WordPress (Coursera) | Get More YouTube Views Pro Tips (Udemy)
•Business, Analytics & Productivity: Business Analysis & Process Management (Coursera) | Getting Started with Microsoft Excel (Coursera) | Introduction to Microsoft Excel (Coursera)
•Virtual Assistance & Remote Work: How to Become A Virtual Assistant Training Graduate | How to Start Working from Home(FHMoms, Inc.)
