Maria Idhonna Gay Matute
Virtual Assistant
Bacolod City
Summary
Dedicated Virtual Assistant with 6 years of experience assisting customers of various backgrounds with regular and advanced issues to improve support and enhance customer loyalty. Logical professional practiced in using analytical problem-solving and critical-thinking skills. Skilled at listening to customers, exceeding productivity targets and maintaining current knowledge of company offerings. Solves problems quickly to retain customers and delivers high level of service in every interaction.
Overview
9
9
years of professional experience
4
4
years of post-secondary education
Work History
Customer Support Specialist
Aptitude
Homebased
06.2021 - Current
- Maintained and managed customer files and databases.
- Provided primary customer support to internal and external customers.
- Evaluated customer issues and caller trends to determine areas in need of improvement and implement proactive corrections.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Resolved concerns with products or services to help with retention and drive sales.
- Served customer account and technical needs across 50+ daily calls, consistently meeting productivity and quality targets.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Collected vital information to support company and associates through interviews and data analysis.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Responded to customer requests for products, services and company information.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Offered advice and assistance to customers, paying attention to special needs or wants.
Insurance Collection Specialist
Psychotherapy Innovations
Arizona
01.2021 - 06.2021
- Monitored outstanding invoices and performed collections duties via email.
- Managed efficient and accurate processing of invoices and check requests.
- Processed vendor and supplier payments on weekly basis.
- Managed invoicing and payment processing operations.
- Processed payment via telephone and in person with focus on accuracy and efficiency.
- Responded to customer concerns and questions on daily basis.
- Reconciled past due accounts achieving 80% reduction in outstanding invoices.
- Used data entry skills to accurately document and input statements.
- Created improved filing system to maintain secure client data.
- Handled account payments and provided information regarding outstanding balances.
General Ward Nurse
Alfredo E. Maranon Sr. Memorial District Hospital
Sagay
09.2019 - 03.2020
- Evaluated, implemented and designed tailored health care plans specific to patient needs and concerns.
- Documented nursing services provided and uploaded to comprehensive tracking systems for health records and billing.
- Followed proper procedure for installation and removal of catheters, IVs and PIC lines.
- Assisted patients in performance of routine recovery and mobility exercises, providing support when getting in and out of bed as well as walking and stretching.
- Recorded vital signs, monitored changes and communicated to physicians immediately.
- Demonstrated and instructed patients and family members on proper protocols for home maintenance and care after discharge.
- Remained calm during high-stress, critical situations, demonstrating sustained focus and problem-solving in real-time.
- Helped patients eat and drink when necessary for safe consumption of food consistent with recovery guidelines.
- Maintained constant communication with physician and other members of care team.
- Managed patients recovering from medical or surgical procedures.
- Cared for patients in 50-bed unit, supporting fellow nurses in delivering outstanding treatment to patients.
- Evaluated patient histories, complaints and current symptoms.
- Observed and documented patient factors such as diets, physical activity levels and behaviors to understand conditions and effectively modify treatment plans.
- Monitored patient reactions after administering medications and IV therapies.
- Used first-hand knowledge and clinical expertise to advocate for patients under care and enacted prescribed treatment strategies.
- Administered different therapies and medications in line with physician orders and treatment plan.
- Equipped patients with tools and knowledge needed for speedy and sustained recovery.
- Conveyed treatment options, diagnosis information and home care techniques to patients and caregivers to continue care consistency.
- Educated family members and caregivers on patient care instructions.
- Accurately documented treatment, medications and IVs administered, discharge instructions and follow-up care.
- Administered medications and treatment to patients and monitored responses while working with healthcare teams to adjust care plans.
- Sustained quality standards by performing routine medication audits and upholding internal and industry best practices.
- Communicated with healthcare team members to plan, implement and enhance treatment strategies.
Freelance Transcriber
Scribie
Homebased
10.2016 - 12.2019
- Used headsets and transcribing software to take dictation of medical documents.
- Reviewed and edited transcribed reports and corrected material for spelling, grammar and clarity.
- Tracked and documented processes, communications and report status to remain organized and meet deadlines.
- Translated medical jargon and abbreviations into expanded forms to verify accuracy of patient and health care facility records.
- Completed transcription of gross and final diagnosis for medical reports.
- Reviewed completed reports for proper formatting, grammar and sentence structure.
- Referred to dictionaries, drug references and other medical resources to distinguish between homonyms and recognize inconsistencies and mistakes in medical terms.
- Edited drafts created from speech recognition software.
- Performed freelance work with flexibility to meet employer-set deadlines.
- Transcribed sensitive documents with complete confidentiality.
Outreach Associate
MGM Capital Investments
Homebased
06.2018 - 04.2019
- Assisted internal staff with clerical and administrative needs to maximize efficiency and team productivity.
- Acted as first point of contact and set appointments for prospective clients.
- Routed incoming mail and messages to relevant personnel without delay.
- Entered daily data in computer systems and documented office activities.
- Made 100+ phone calls daily to establish first contact with potential customers and set meetings with salespeople.
- Scheduled and confirmed appointments and meetings for senior management team.
- Set appointments with salespeople and potential customers.
- Addressed client inquiries and updated database information.
- Assisted office team by making phone calls, copies and appointments.
- Promoted increased sales through outgoing calls demonstrating excellent product knowledge.
- Received in-bound calls and initiated out-bound daily calls to introduce customers to products and services offered.
- Answered phone calls and answered questions from potential customers.
Online ESL Teacher
Bibo Global Opportunity, Inc.
Homebased
10.2016 - 06.2018
- Participated actively in course discussions, promoting students to participate and interact with one another.
- Wrote, prepared and submitted weekly lesson plans and created and designed homework, quizzes and exams to test abilities.
- Increased ESL students' reading levels by integrating online word games and altering lesson plans for students needing extra guidance.
- Developed activities and integrated technology to diversify instruction.
- Identified, selected and modified instructional resources to meet needs of each individual student.
- Communicated with students using Skype, online learning platforms, webcams and headphones.
- Combined students' personal interests with lesson objectives to create student-specific activities.
- Provided instruction using textbooks, worksheets, games and visuals to help improve reading, writing, speaking and listening skills.
- Identified and addressed problems with course content or technology.
- Attended team meetings with bilingual and monolingual teachers to integrate curriculum and improve student learning.
- Educated students in basics of English grammar and conversational speaking.
- Improved instruction methods by using various assessment tools and strategies.
- Gave one-on-one attention to each student while maintaining overall focus on entire group.
- Documented student attendance and progress against goals.
- Developed and taught ESL curriculum to improve students' conversational abilities.
Telemarketer
Demand Science
Homebased
04.2017 - 04.2018
- Recorded contact information of customers and potential customers in internal database.
- Qualified leads and set up customer appointments for outside sales team.
- Completed daily cold calling and outreach to build sales pipeline.
- Answered calls, took messages and transferred calls to correct individuals.
- Completed daily and weekly sales reporting using assigned tools.
- Troubleshot problems for callers and helped independently resolve common issues.
- Escalated concerns or advanced problem calls to management staff.
- Answered inbound telephone calls from interested customers to persuasively discuss offerings.
- Informed current and prospective customers of promotions and new or upgraded products.
- Called prospective customers in designated market area to qualify leads.
- Followed up with customers to solicit further sales.
Education
Bachelor of Science - Nursing
PNO-NONESCOST
Sagay City, Negros Occidental 06.2010 - 04.2014
Bachelor of Science - Networking And Cybersecurity
Mapúa University
Virtual 08.2022 - Current
Skills
Customer response
undefinedTimeline
Bachelor of Science - Networking And Cybersecurity
Mapúa University
08.2022 - Current
Customer Support Specialist
Aptitude
06.2021 - Current
Insurance Collection Specialist
Psychotherapy Innovations
01.2021 - 06.2021
General Ward Nurse
Alfredo E. Maranon Sr. Memorial District Hospital
09.2019 - 03.2020
Outreach Associate
MGM Capital Investments
06.2018 - 04.2019
Telemarketer
Demand Science
04.2017 - 04.2018
Freelance Transcriber
Scribie
10.2016 - 12.2019
Online ESL Teacher
Bibo Global Opportunity, Inc.
10.2016 - 06.2018
Bachelor of Science - Nursing
PNO-NONESCOST
06.2010 - 04.2014
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