John Cris Villoria Vaflor
Cebu
Summary
Detail-oriented and adaptable professional with experience in customer service, administrative support, and BPO operations, including queue management and data verification. Proven ability to manage high-volume workloads, maintain accuracy, and communicate effectively with diverse clients and stakeholders in fast-paced environments. Known for strong organizational skills, analytical thinking, and a client-focused approach. Seeking a Virtual Assistant role where I can leverage my multitasking ability and commitment to delivering reliable, high-quality support to clients and teams.
Overview
9
9
years of professional experience
Work History
Manager on Duty (MOD) — Queue Management
OPTUM GLOBAL SOLUTIONS
03.2025 - 05.2026
- Queue Monitoring & Allocation: Monitored real-time queue performance and assigned scheduled applications to agents based on capacity and turnaround requirements.
- Workflow Management: Ensured timely plotting of incoming calls and maintained workflow integrity to prevent backlog or rollover to other teams.
- Tool Utilization & Troubleshooting: Used internal queue management tools to distribute calls efficiently and resolved operational issues when systems malfunctioned.
- Operational Leadership: Strengthened multitasking, prioritization, and time-sensitive decision-making in a fast-paced environment.
Operator — Call Routing & Verification
OPTUM GLOBAL SOLUTIONS
03.2025 - 05.2026
- Inbound Call Handling: Managed high-volume inbound calls while verifying customer identity (ID, name, date of birth, group number) according to verification protocols.
- Service Line Assessment: Determined appropriate routing for medical, dental, vision, and spending account inquiries.
- Customer Support & Escalation: Provided accurate information or transferred callers to the correct department when requests fell outside scope.
- Documentation: Maintained organized and accurate records for each customer interaction.
USHealth Verifier
Optum Global Solutions
03.2025 - 05.2026
- Applicant Verification: Conducted detailed verification calls with U.S. applicants, confirming billing information, demographics, medical history, medications, and consent in compliance with daily-updated scripts.
- Data Accuracy & Compliance: Accurately documented health conditions, disclosures, and required information while maintaining strict adherence to quality and compliance standards.
- Quality Performance: Consistently delivered high-quality calls, earning Top Agent recognition with a 4.9/10 scorecard rating.
- Complex Call Handling: Managed long and sensitive calls (often 45+ minutes), demonstrating professionalism, patience, and strong attention to detail.
All-Around Staff
TongRo Korean and BBQ Restaurant
04.2017 - 04.2019
- Multi-Role Support: Performed cashiering, waiting, dishwashing, and general service duties in a high-traffic environment.
- Customer Service: Delivered consistent, friendly service while accurately handling orders and payments.
- Operational Efficiency: Developed strong multitasking, time management, and teamwork skills.
- Korean Restaurant
Service Staff
Sinangag Station
10.2021 - 11.2023
- Food & Service Support: Assisted with food preparation, serving, and customer service.
- Sinangag Station (Filipino Restaurant)
Education
Software Development
Mapua Malayan Digital College
Makati City, Metro Manila, PhilippinesHigh School Diploma -
University of Cebu – Main Campus
Cebu City, Province Of Cebu, Philippines08-2023
High School Diploma -
Mabolo National High School
Cebu City, Province Of Cebu, Philippines06-2018
Elementary Graduate -
Cornelio C. Melgar Elementary School
Balamban, Province Of Cebu, Philippines06-2014
Skills
- Administrative Support & Data Entry
- Customer Service & Client Handling
- Queue Monitoring & Task Distribution
- Microsoft Office (Word, Excel, PowerPoint)
- Email & Calendar Management
- Documentation & Reporting
- Problem-Solving & Analytical Thinking
- Strong Communication (Written & Verbal)
- Adaptability & Quick Learning
Additional Information
Rudan Arellano
Sr. Information Security Analyst
Optum Global Solutions
+639985587437
Marie Fe Cabasag
Information Security Risk Manager
Optum Global Solutions
+639158408905
Josue Abengoza
Manager, Teleperformance
(Philippines), Inc.
+639285543110
Timeline
Manager on Duty (MOD) — Queue Management
OPTUM GLOBAL SOLUTIONS
03.2025 - 05.2026
Operator — Call Routing & Verification
OPTUM GLOBAL SOLUTIONS
03.2025 - 05.2026
USHealth Verifier
Optum Global Solutions
03.2025 - 05.2026
Service Staff
Sinangag Station
10.2021 - 11.2023
All-Around Staff
TongRo Korean and BBQ Restaurant
04.2017 - 04.2019
Software Development
Mapua Malayan Digital College
High School Diploma -
University of Cebu – Main Campus
High School Diploma -
Mabolo National High School
Elementary Graduate -
Cornelio C. Melgar Elementary School