PAUL JOHN DELA PAZ
San Mateo
Summary
Organized and detail-oriented professional with expertise in data & administrative management, customer support, workflow optimization, and project management. Skilled at streamlining operations, enhancing productivity, and delivering tailored solutions that ensure exceptional service and drive efficiency.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Medical Virtual Assistant
Farid Yasharpour, M.D.
San Fernando, California, USA
01.2022 - Current
- Billing & Data Management: Processed patient billing, insurance claims (CPT/ICD coding), and maintained EMRs and practice management systems
- Workflow & Operations: Streamlined remote operations, automated tasks, and developed tools to boost efficiency and tracking
- Patient Support & Coordination: Scheduled appointments, managed inquiries, transcribed medical notes, and organized digital records
- Recent Project Accomplished: Created a professional website for my client and a Intranet Knowledge-based site to be used by our team
Customer Service Consultant
ANZ Global Services & Operations
Quezon City, Philippines
01.2019 - 01.2022
- Customer Assistance: Handled high-volume inquiries, provided account updates, and resolved transaction issues
- Digital Banking Support: Assisted with online and mobile banking navigation, resolving access and technical problems
- Live Chat Support: Delivered efficient, real-time assistance while managing multiple sessions professionally
Quality Analyst
Acquire BPO (Supported Dodo Power & Gas Account)
Quezon City, Philippines
01.2017 - 01.2019
- Quality Monitoring & Feedback: Assessed calls, emails, and chats for compliance, provided actionable feedback, and conducted coaching to enhance agent performance
- Compliance & Reporting: Ensured regulatory adherence, identified risks, and analyzed performance trends to improve service quality
- Collaboration & Improvements: Partnered with teams on training, customer insights, and initiatives to boost metrics like NPS, AHT, and FCR
Customer Service Representative
Acquire BPO (Supported Dodo Power & Gas Account)
Quezon City, Philippines
01.2016 - 01.2018
- Customer Support & Account Management: Handled high-volume inquiries, updated account details, and assisted with service activations, billing, and payment plans
- Technical Support & Issue Resolution: Resolved account access issues, investigated billing errors, and managed disputes to ensure customer satisfaction
- CRM & Product Expertise: Leveraged CRM systems to process requests, provided energy plan advice, and offered energy-saving tips
Customer Service Representative
Alorica formerly know as Expert Global Solutions (EGS)
Quezon City, Philippines
01.2015 - 01.2016
- Customer Support & Account Management: Managed high-volume calls, resolved billing disputes, assisted with account updates, and guided device orders and activations
- Technical Support & Sales: Troubleshot network and device issues, recommended plans, and upsold services to enhance customer satisfaction
- CRM & Resource Utilization: Used CRM tools and knowledge bases to manage accounts, track interactions, and deliver accurate, efficient solutions
Education
Bachelor of Science - Business Administration
Arellano University
Legarda, Manila07.2025
Diploma - Culinary & Pastry Arts
Academy Asia School of Technology And The Arts
Marikina City, Metro Manila10.2019
Bachelor of Science -
Our Lady of Fatima University
Quezon City, Philippines01.2014
Skills
- CRM & Data Management
- Administrative Management
- Customer Support & Account Management
- Workflow Optimization
- Social Media Management
- Marketing
- SEO & Marketing Strategy
- Customer Service Training & Quality Monitoring
- Project Management
- WordPress Development
- Data entry
- Marketing support
- Lead generation
- Scheduling and calendar management
- Microsoft office
- Basic graphic design
Certification
- Project Management Certificate2024 - Present Coursera by Google
- Google Project Management Certificate training has equipped me with key skills in planning, organizing, and executing projects, with a focus on managing timelines, budgets, and team collaboration.
- Virtual Assistance & Social Media Marketing2022 Virtual Assistance Training Philippines (VATP)
- My training in Virtual Assistance and Social Media Marketing has provided me with skills in social media management, WordPress, basic graphics and video editing, copywriting, ads, SEO, and marketing strategies.
LANGUAGE
English
Filipino
References
- Alyza Mae, Magnayon, Hub Accountant - CCF, alyzamagnayon17@gmail.com, +639178317305
- Amanda, Navarro, Team Leader - Farid Yasharpour, M.D. A Medical Corporation, amandafaridyasharmd@gmail.com, +639184729399
OTHER WORK EXPERIENCES
- Freelance Piano Instructor2021 -2023
- Freelance piano teacher for students ages5 to18, focusing on technique, music theory, ear training, and performance skills, with no sight-reading included. Tailored lessons to inspire creativity and a love for music.
- Freelance Wedding & Events Musician2017 - Present
- Freelance wedding and events musician specializing in guitar and piano, offering live music to create a memorable atmosphere for ceremonies and receptions.
TOOLS
- Website Development & Management (WordPress, GoDaddy, Wix, etc.)
- Project Management & Collaboration (Notion, Google Workspace, Click Up, Monday.com)
- Design & Multimedia (Canva, Capcut)
- SEO & Digital Marketing
- Customer Support & CRM
Timeline
Medical Virtual Assistant
Farid Yasharpour, M.D.
01.2022 - Current
Customer Service Consultant
ANZ Global Services & Operations
01.2019 - 01.2022
Quality Analyst
Acquire BPO (Supported Dodo Power & Gas Account)
01.2017 - 01.2019
Customer Service Representative
Acquire BPO (Supported Dodo Power & Gas Account)
01.2016 - 01.2018
Customer Service Representative
Alorica formerly know as Expert Global Solutions (EGS)
01.2015 - 01.2016
Bachelor of Science - Business Administration
Arellano University
Diploma - Culinary & Pastry Arts
Academy Asia School of Technology And The Arts
Bachelor of Science -
Our Lady of Fatima University