Nicole Porras
Talisay City
Summary
Detail-oriented and proactive Virtual Assistant with over 6 years of experience in senior-level recruitment, customer care management, and HR operations within the healthcare sector. Adept at streamlining administrative workflows, enhancing client satisfaction, and supporting talent acquisition and employee engagement initiatives. Seeking to leverage a diverse skill set and industry knowledge to provide high-level virtual support to dynamic healthcare organizations.
Recruitment professional known for high standards and results-oriented approach. Proven track record in identifying and securing top talent, fostering team collaboration, and adapting to change. Reliable and focused on achieving recruitment goals through effective communication and strategic planning.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Senior Recruitment Specialist and HR Coordinator
BrightStar Care Baltimore City and County
01.2022 - 09.2025
- Led recruitment efforts to attract, screen, and hire qualified caregivers, nurses, and administrative staff to support business growth and meet client needs.
- Conducted interviews, reference checks, and background screenings to ensure the recruitment of high-quality candidates.
- Assisted in the onboarding process, providing new hires with the necessary training and information to ensure smooth integration into the team.
- Collaborated with management to identify staffing needs and worked proactively to fill vacancies in a timely manner.
- Maintained detailed recruitment and employee records, ensuring compliance with all healthcare industry standards and regulations.
Customer Care Manager
BrightStar Care Baltimore City and County
04.2019 - 01.2022
- Managed day-to-day operations of customer care for a busy home healthcare agency, overseeing the care and service of clients in both Baltimore City and County.
- Supervised a team of customer care coordinators, providing ongoing coaching and support to improve team performance and customer interactions.
- Handled escalated issues, resolving conflicts and addressing client or family concerns with empathy and professionalism.
- Worked closely with the operations team to ensure timely delivery of services and to maintain the appropriate staffing levels for client needs.
Billing and Payroll Expert
BrightStar Care Baltimore City and County
01.2019 - 04.2019
- Managed end-to-end billing and payroll processes for employees and clients within the Baltimore City and County regions.
- Processed payroll for caregivers, nurses, and administrative staff, ensuring timely and accurate payments based on timecards and schedules.
- Handled client billing, including reviewing and processing invoices, verifying payment information, and addressing billing inquiries from clients and families.
Inside Sales Agent: In God’s Hands Realty
01.2018 - 12.2018
- Collaborated directly with the broker to identify and pursue high-potential leads, contributing to business growth and revenue generation.
- Conducted outbound cold calls to prospective buyers and sellers, qualifying leads and setting appointments for property viewings.
- Built and nurtured relationships with leads, addressing their questions, providing information on properties, and offering market insights to move prospects through the sales funnel.
- Managed the scheduling of property showings and follow-up communications, maintaining a high level of client satisfaction and professionalism.
Chat Support Specialist
11.2016 - 11.2017
- Provided expert-level support to MetroPCS customers via live chat, assisting with technical troubleshooting, account inquiries, and product information.
- Utilized company CRM and chat systems to document customer interactions, issues, and resolutions for follow-up and future reference.
- Maintained an in-depth knowledge of MetroPCS products, services, policies, and procedures to provide accurate and relevant information to customers.
Customer Service Representative
iQor
06.2016 - 10.2016
- Helped customers navigate their accounts, including billing, payments, service upgrades, and managing plan changes.
- Troubleshot issues related to device setup, network connectivity, service outages, and hardware malfunctions, providing step-by-step guidance to customers.
- Responded to a high volume of customer inquiries, achieving performance targets in terms of response times, resolution times, and customer satisfaction.
Human Resource
Boracay Pub-crawl
02.2015 - 04.2016
- Managed and coordinated pub-crawl events, ensuring a seamless experience for all guests, from check-in to party destinations.
- Recruited, trained, and supervised a diverse team of party guides, fostering a positive and energetic team culture.
- Acted as the main point of contact for guests, resolving issues, addressing inquiries, and enhancing the overall pub-crawl experience.
- Developed and implemented strategies to increase attendance and guest engagement through effective marketing and promotions, including social media outreach.
Customer Service Representative
Convergys: Time Warner Cable New York
01.2013 - 01.2015
- Provided technical support to Time Warner Cable customers, troubleshooting internet, cable, and phone services, and resolving issues efficiently.
- Assisted customers with billing inquiries, including explaining charges, processing payments, and resolving discrepancies.
- Handled high-volume inbound calls and engaging with customers to identify their needs, recommending services and promotions, resulting in increased sales and upsell opportunities.
- Achieved and surpassed monthly sales goals by offering tailored service packages, generating new customer acquisitions, and retaining existing clients.
Education
Bachelor of Science - Nursing
University of St. La Salle
04.2012
Secondary - undefined
St. Joseph’s School – La Salle
01.2008
Skills
- Administrative & Virtual Support
- Appointment Scheduling
- Customer Service & Communication
- Client Relationship Management
- Conflict Resolution
- Patient Support & Follow-Up
- High-Volume Call & Email Handling
- Recruitment & Talent Acquisition
- Full-Cycle Recruitment
- Interview Scheduling & Coordination
- Onboarding & Orientation Support
- Recruitment analytics
- Recruitment metrics analysis
- Onboarding process management
- Boolean search techniques
- Job posting optimization
- Recruiter training
Certification
- Licensed Registered Nurse
References
- Andrea, Palabrica, Customer Care Manager, andrea.palabrica@brightstarcare.com, +44 77221042291, BrightStar Care
- Harold Vincent, Mahilum, Skilled and HR Coordinator, Harold.Mahilum@brightstarcare.com, 09665324014, BrightStar Care Baltimore City and County
- John Ednan, Dreyfus, Nurse III - Psych Ward and Oncology, 09673287904, Corazon Locsin Montelibano Memorial Regional Hospital
PERSONAL DATA
- Age: 34 years old
- Date of Birth: September 16, 1991
- Sex: Male
- Civil Status: Single
- Nationality: Filipino
- Religion: Roman Catholic
- Father’s Name: Romulo P. Porras
- Mother’s Name: Perry Rose B. Robles
Timeline
Senior Recruitment Specialist and HR Coordinator
BrightStar Care Baltimore City and County
01.2022 - 09.2025
Customer Care Manager
BrightStar Care Baltimore City and County
04.2019 - 01.2022
Billing and Payroll Expert
BrightStar Care Baltimore City and County
01.2019 - 04.2019
Inside Sales Agent: In God’s Hands Realty
01.2018 - 12.2018
Chat Support Specialist
11.2016 - 11.2017
Customer Service Representative
iQor
06.2016 - 10.2016
Human Resource
Boracay Pub-crawl
02.2015 - 04.2016
Customer Service Representative
Convergys: Time Warner Cable New York
01.2013 - 01.2015
Secondary - undefined
St. Joseph’s School – La Salle
Bachelor of Science - Nursing
University of St. La Salle