SUNSHINE JOYCE LASTROLLO
Virtual Assistant / Customer Service Representative
Mataas Na Kahoy, Batangas
Summary
Organized Virtual Assistant dedicated to improving accuracy and efficiency by maintaining and developing administrative and procedural processes. Focused and communicative individual possessing superb data entry, time management and customer service skills. Offering 2 years of experience providing quality administrative support to clients.
Overview
10
10
years of professional experience
4
4
years of post-secondary education
Work History
Healthcare Associate
HEALTHYBOS GLOBAL CORPORATION
Lipa City
07.2023 - 12.2023
- Handles 100+ leads in day
- Chase valid prescriptions for CPAP supplies to healthcare facilities
- Upheld HIPAA regulations and standards for protecting patient information.
- Worked on back office and administrative tasks.
- Gathers, search doctors' information to chase in facility
- Record all gathered information and write complete documentations.
- Supported clinical research initiatives by collecting data, maintaining records, and assisting in study protocol implementation.
- Contributed to organizational success by providing exceptional customer service and cultivating positive relationships with patients, families, and healthcare partners
Virtual Assistant
Virtual Assistant Manila
Manila
04.2023 - 06.2023
- Evaluate social media content to ensure it meets client's standards.
- Investigate e-commerce post weather it is supported on unsupported.
- Analyze data from variety of sources, including webpages, images, videos and other digital content
- Provide feedback on social media content especially e-commerce content
- Monitor and report any violations of terms of service or other inappropriate content.
- Maintain accurate records of all activities and results.
- Maintained well-organized database system for improved information accessibility in daily operations.
- Implemented targeted advertising campaigns to reach specific audience segments in support of promotional efforts.
Advisor 1, Customer Service
CONCENTRIX
Naga City
04.2021 - 08.2022
- Handles 25+ calls from providers daily including queries of benefits, eligibility of their patient's insurance.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Investigate denied claims and make actions if necessary
- Gathers proof, data, that would support unprocessed claims to be reprocess.
- Ensuring that providers requests are managed in timely manner.
- Provide accurate information to providers for reason of their denied or unprocessed claims.
- Developing, organizing and maintaining accurate files
- Expedited turnaround times for urgent documentation requests, directly impacting patient care quality and timeliness.
- Maintained strict adherence to HIPAA regulations, safeguarding patient confidentiality throughout all documentation processes.
- Secured confidential patient information from unauthorized access.
- Boosted customer retention by promptly handling complaints and providing appropriate solutions.
- Increased customer retention with exceptional interpersonal skills and proactive problem-solving abilities
- Proactively identified potential challenges or roadblocks, implementing solutions before issues could escalate further.
Teacher Assistant
KUMON
Iriga City
09.2017 - 12.2019
- Kept center clean, neat, and properly sanitized for student health and center efficiency.
- Assist students from 3 years old and above in answering worksheet in reading.
- Supported student learning objectives through personalized and self-learning process.
- Facilitated smooth transitions between activities by providing clear instructions and maintaining routines
- Grade and record classwork and homework for students for reading subject.
- Guide and facilitate student in answering worksheets
- Prepare students class materials
- Administer diagnostic test
- Assist early learners and lead students in finding answers to questions
- Data entry
- Marketing.
Customer Service Representative
WNS GLOBAL SERVICES INC.
Quezon City
05.2017 - 08.2017
- Manage 50 and above of incoming calls every day.
- Handling large amount of customer complaints
- Relocate customers on another accommodations/hotel.
- Handled almost irate customers with patience and solve their concerns as much as possible.
- Attempt to persuade customer to reconsider refund.
- Take extra mile to engage customers.
- Communicate to front desk of different hotels for relocation issue.
- Empathize with customers and help them solve their concerns as quickly as it could
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues
- Collaborated with team members to develop best practices for consistent customer service delivery.
Grade School English Teacher
LA CONSOLACION COLLEGE -IRIGA
Iriga City
06.2014 - 03.2017
- Delivered supportive and knowledgeable counseling to students with academic or personal concerns.
- Handles 6 classes with 30 students each section everyday.
- Used standardized assessments to evaluate abilities, interests and characteristics of different students
- Encourage students' participation
- Research and develop new learning materials
- Provided resources to support students in achieving career goals
- Collaborated with parents and teachers to help students reach potential
- Expertly teach subject area assignment
- Design and implement effective strategies to develop self-responsible/independent learners
- Provided one-on-one support for students with learning disabilities, enabling them to excel in their coursework
- Lesson Planning
- Keep students record and track progress
- Enter students precise and concrete data.
- Model honesty, fairness and ethical conduct.
Education
Bachelor of Science - Major in English
La Consolacion College
Iriga City, Province Of Camarines Sur, Philippines 06.2010 - 03.2014
Skills
Social Media Evaluator
Communication & Written Skills
Customer Relationship Management (CRM)
Critical Thinking and Problem Solving
Computer Proficiency
Call Management
Calendar Management
Research and data collection
Data Entry and Analysis
Curriculum Implementation
Student Engagement
Timeline
Healthcare Associate
HEALTHYBOS GLOBAL CORPORATION
07.2023 - 12.2023
Virtual Assistant
Virtual Assistant Manila
04.2023 - 06.2023
Advisor 1, Customer Service
CONCENTRIX
04.2021 - 08.2022
Teacher Assistant
KUMON
09.2017 - 12.2019
Customer Service Representative
WNS GLOBAL SERVICES INC.
05.2017 - 08.2017
Grade School English Teacher
LA CONSOLACION COLLEGE -IRIGA
06.2014 - 03.2017
Bachelor of Science - Major in English
La Consolacion College
06.2010 - 03.2014
References
- Honorio, Alrich, Healthybos Global Corporation, Support , +639173029331, Alrichhonorio@gmail.com
- Celda Fetalvero, Virtual Assistant Manila, Owner, +639091052888, celdafetalvero2021@gmail.com
- Lynjoy Talag-Cruz, VirtualWork PH, Course Director, +639612652363, VirtualWork PH
- Cielo Nolasco, Concentrix, Team Leader, +639081856252, cielonolasco@gmail.com
- Rosita B. Blasco, KUMON IRIGA, Owner / Manager, (63-54) 299-7384, rbblasco@yahoo.com
- Shiena Mae A. Gemino, WNS Global Services Inc., Colleague, +639359723284, shienamae@gmail.com
- Myra C. Badiola, La Consolacion College - Iriga, Head, Human Resource & Development Office, (54)299-2340, lcci_2004@yahoo.com