With nearly 12 years of experience in the BPO industry, I’ve developed a strong foundation in healthcare support, customer service, quality management, and sales leadership. My career has allowed me to work with global clients while honing key skills in communication, operations, and people management. I take pride in delivering exceptional service, driving efficiency, and maintaining professionalism in every role I handle.
In addition, I bring 5+ years of experience as an SEO Specialist, focusing on both On-Page and Off-Page optimization. I’ve worked on optimizing websites for better search visibility through keyword optimization, content improvements, internal linking, technical SEO audits, and high-quality backlink strategies. I’ve also helped businesses improve Domain Rating, authority, and organic rankings by implementing effective link-building and outreach campaigns, ensuring long-term and sustainable SEO growth.
Executive Medical Assistant
As an Executive Medical Assistant, I’ve supported physicians and clinical teams in both administrative and patient-facing roles.
Key responsibilities and skills:- Experienced with Electronic Medical Records (EMR) and Electronic Health Records (EHR) systems such as Elation and TalkEHR.
- Proficient in insurance verification, patient intake, and appointment scheduling.
- Assists in managing patient communication, follow-ups, and clinical documentation with accuracy and confidentiality.
- Coordinates with pharmacies, laboratories, and healthcare providers to ensure continuity of patient care.
- Ensures compliance with HIPAA standards and clinic protocols.
- Strong multitasking and organizational skills to support fast-paced medical environments.
Customer Service Associate – Sales Agent (Amazon UK)
Provided world-class service and support for Amazon UK customers, handling a wide range of concerns and ensuring customer satisfaction.
Key achievements and responsibilities:
- Handled inbound calls related to billing, deliveries, returns, exchanges, and refunds.
- Assisted customers with Amazon Prime subscriptions, promotions, and account inquiries.
- Coordinated with Amazon Logistics for inventory checks and shipping instructions.
- Monitored listed products for issues such as defective, missing, or expired items and reported them promptly.
- Served as a Subject Matter Expert (SME), mentoring new agents and assisting with closing customer deals.
- Highly familiar with and able to clearly communicate in a British accent, ensuring rapport with UK-based clients.
Quality Analyst Manager – Admin and Operations
Led performance management and quality assurance initiatives for voice accounts under Comcast, driving operational excellence and client satisfaction.
Core functions:
- Managed and monitored team performance through reports, dashboards, and data analysis.
- Participated in weekly business reviews with clients to present updates, performance results, and success stories.
- Collaborated with management and clients to enhance KPIs, implement best practices, and identify improvement opportunities using FMEA methodologies.
- Conducted call monitoring, calibration sessions, and provided effective coaching and feedback.
- Performed root cause analysis, trend monitoring, and action planning to ensure quality targets are met.
- Oversaw daily team operations, workload distribution, and performance development.
- Demonstrated excellent analytical, leadership, and communication skills.
Sales Telemarketing Supervisor – Insurance Department
Led and motivated a sales team in the insurance sector, focusing on lead generation, customer engagement, and team growth.
Responsibilities include:
- Managed a team of telemarketers handling cold calling, lead follow-ups, and mass email campaigns.- Developed call scripts, sales strategies, and daily performance goals.
- Monitored and evaluated team performance, providing coaching to improve conversion rates.
- Ensured compliance with client standards and sales processes.
- Built strong customer relationships and delivered excellent service that aligned with company goals.
Core Strengths
Excellent communication and interpersonal skills
Proven leadership and mentoring ability
Strong organizational and analytical skills
EMR/EHR proficiency (Elation, TalkEHR)
Deep understanding of healthcare and customer service workflows
Results-driven with a passion for continuous improvement
