I am an experienced customer service specialist and resource builder with a proven track record of success across diverse industries, including automotive support, hospitality, ecommerce, and nonprofit donor relations. Throughout my career, I have honed my ability to troubleshoot complex customer scenarios, organize workflows, and design training resources that empower teams to deliver efficient, empathetic, and high-quality support.

My expertise lies in translating complicated processes into clear, teachable steps, a skill that has consistently resulted in improved customer satisfaction, streamlined operations, and enhanced team performance. Whether addressing individual customer concerns or restructuring departmental workflows, I am committed to creating solutions that benefit both the customer and the organization. In previous roles, I have excelled in mapping customer issues to actionable resolutions, ensuring clarity, accuracy, and efficiency in all interactions.

My technical proficiency spans tools like Salesforce, Zendesk, HubSpot, Notion, Airtable, Excel, and Google Workspace, which enable me to optimize communication channels, manage data effectively, and automate repeatable processes. However, I consider my interpersonal skills equally important—qualities like empathy, collaboration, and active listening have been central to my success.

I am passionate about using these skills to build training resources, such as flashcards, quizzes, and scenario walkthroughs, that strengthen team onboarding and ongoing development. Looking ahead, I aspire to secure a role in customer service, hospitality, or a related sector where I can leverage my expertise to drive process efficiency, improve customer experiences, and foster a culture of fairness, consistency, and compliance.

I am deeply motivated by continuous learning and innovation, and I am eager to contribute to organizations that value both operational excellence and human connection. Creating customer interactions that leave a lasting, positive impression remains at the heart of my professional mission.

WORK EXPERIENCE

Home Healthcare Virtual Assistant

Remote | 2025- 2026 –

Scheduling & Care Coordination

• Coordinate daily schedules for Skilled Nurses (SN), Physical Therapists (PT), and Occupational Therapists (OT).
• Coordinate patient admissions, transfers, resumptions of care, recertifications, and discharges.
• Coordinate with physicians, clinicians, referral sources, and patients to ensure continuity of care.
• Manage urgent scheduling changes while maintaining efficient clinician utilization.

Medical Administrative Support

• Process physician orders, Plans of Care (POCs), and Prior Authorization requests.
• Verify insurance eligibility and benefits using Availity.
• Maintain HIPAA-compliant patient documentation and electronic medical records.
• Track physician signatures and outstanding documentation.
• Maintain scheduling reports and Microsoft Excel trackers.

Wound Care, Urology & DME Coordination

• Coordinate wound care, urology, and ostomy supply orders through Byram Healthcare and Verse.
• Review physician documentation before submitting medical supply requests.
• Coordinate with physicians, clinicians, patients, and suppliers regarding order status.
• Assist with Durable Medical Equipment (DME) administrative workflows.
• Monitor outstanding documentation to help prevent delays in patient care.

Provider Credentialing & Enrollment Specialist

Remote

• Process provider enrollments using Symplr.
• Verify provider licenses, board certifications, DEA registrations, and credentialing documentation.
• Monitor credential expiration dates and maintain compliance records.
• Coordinate with providers and insurance payers throughout the enrollment process.

Healthcare Tier 1 Case Manager

Firstsource Solutions | 2023 – 2025

• Supported patients and healthcare providers through phone, email, and case management.
• Verified insurance eligibility using Availity.
• Assisted providers using SimplePractice and Spruce.
• Managed provider enrollment requests and payer ID updates.
• Worked with Salesforce, ECW, iEDI, and RPA systems.
• Maintained HIPAA compliance while handling protected health information.

Guest Experience Specialist

TELUS International | 2021 – 2022

• Assisted Airbnb guests and hosts with reservations, payments, cancellations, and maintenance concerns.
• Managed guest communications using Guesty and Asana.
• Resolved customer concerns while maintaining excellent customer satisfaction.

Senior Travel Consultant / Technical Support Representative

IGT Solutions | 2020 – 2021

• Assisted travelers with reservations, ticketing, itinerary changes, and cancellations.
• Utilized Sabre, Amadeus, Expedia, and Axus booking systems.
• Provided Tier 1 technical support.
• Maintained accurate customer documentation.

EDUCATION

Bachelor of Science in Tourism Management (Undergraduate)

STI College Global City | 2025-2026

Senior High School Graduate – Information and Communications Technology (ICT) Strand

St. Therese College | 2020-2021

PROFESSIONAL STRENGTHS

• Excellent Communication Skills
• Strong Organizational Skills
• Time Management
• Critical Thinking
• Attention to Detail
• Problem Solving
• Multitasking
• Adaptability
• Team Collaboration
• Customer Service Excellence
• Ability to Work Independently
• Fast Learner

CORE COMPETENCIES

• Home Healthcare Administration
• Healthcare Virtual Assistance
• Patient Care Coordination
• Clinician Scheduling
• Calendar Management
• Admissions & Discharges
• Insurance Verification
• Prior Authorization
• Provider Credentialing
• Provider Enrollment
• Physician Orders
• Plans of Care (POCs)
• Medical Records Management
• HIPAA Compliance
• Wound Care Coordination
• Urology Supply Coordination
• Ostomy Supply Coordination
• Durable Medical Equipment (DME)
• Medical Supply Coordination
• Microsoft Excel
• Administrative Support
• Data Entry
• Customer Service

TECHNICAL SKILLS

Healthcare Platforms

• WellSky
• Brightree
• Forcura
• SimplePractice
• Spruce
• Availity
• Salesforce
• Symplr
• KaTime
• Verse
• Byram Healthcare
• eClinicalWorks (ECW)
• EMR/EHR Systems

Microsoft Office

• Microsoft Excel
• Microsoft Word
• Microsoft Outlook
• PowerPoint

Google Workspace

• Google Docs
• Google Sheets
• Google Drive

Property Management

• Guesty
• Hostaway
• Hospitable
• OwnerRez
• Airbnb
• Booking.com
• VRBO

Travel Systems

• Sabre
• Amadeus
• Expedia
• Axus

SPECIALTY AREAS

• Home Healthcare
• Wound Care
• Urology
• Ostomy
• Durable Medical Equipment (DME)
• Insurance Verification
• Provider Credentialing
• Patient Scheduling
• Medical Documentation
• Care Coordination
• Home Health Operations