"I help companies deliver excellent customer experience, resolve complex support issues, and keep business operations running smoothly through reliable customer support, back-office processing, and performance-driven service execution."
I’m a Senior Customer Experience & Operations Virtual Assistant with 9+ years of BPO experience supporting US and UK companies across telecom, healthcare, insurance, banking, and retail industries. My strength is managing high-volume customer interactions, resolving escalations, and maintaining performance metrics while ensuring accuracy, compliance, and customer satisfaction.
I specialize in live chat support, Tier 2 technical assistance, billing resolution, insurance back-office operations, and healthcare customer care — helping organizations maintain service quality, operational efficiency, and customer trust.
What I’ve Done (With Proof)
Customer Support & Experience Operations
- 9+ years supporting US and UK clients across telecom, banking, insurance, healthcare, and retail accounts
- Verizon Tier 2 Live Chat Technical Support with 95% CSAT performance
- Resolved complex customer issues and escalations in high-volume environments
- Managed multi-channel support (chat, phone, email)
- Consistently met SLA, KPI, and performance targets
Billing Resolution & Escalation Management
- Verizon Billing Resolution Specialist handling complex billing disputes
- Achieved 98% billing resolution within SLA
- Handled escalated customer concerns and service recovery
- Maintained high service standards and exceeded performance goals
Back Office Operations & Data Processing
- Farmers Insurance back-office claims processing and documentation verification
- Lloyds Banking Group UK back-office support operations
- Maintained audit compliance and data accuracy standards
- Processed insurance and financial documentation with high attention to detail
Healthcare & Pharmacy Customer Care (HIPAA-Compliant)
- Aetna CVS Caremark Pharmacy Care Agent
- Managed prescription benefits, medication coverage, and eligibility verification
- Processed prior authorizations and provider inquiries
- Ensured HIPAA compliance for sensitive healthcare information
- Handled high-volume member and provider requests
Fraud Prevention & Risk Monitoring
- Macy’s Fraud Prevention Specialist
- Reduced fraud incidents by 30% through risk detection and case investigation
Sales & Customer Engagement
- US Telecom Sales for Sprint/T-Mobile and AT&T
- Achieved 120% sales targets through customer-focused engagement
Remote Work & Operations Discipline
- 2+ years remote work experience in insurance and live chat support
- Dedicated distraction-free home office setup
- Self-managed performance and productivity in remote environments
Professional Strengths:
- Customer Experience & Support Operations
- Tier 2 Technical Support & Live Chat
- Billing Resolution & Escalation Handling
- Insurance & Banking Back Office Processing
- Healthcare & Pharmacy Customer Care
- KPI, SLA, CSAT Performance Management
- CRM & Case Documentation
Compliance, Data Accuracy & Process Efficiency
Fraud Detection & Risk Monitoring
How I Work
I’m process-driven, detail-oriented, and customer-focused. I manage high-volume workloads, follow SOPs, resolve complex issues, and maintain performance standards while ensuring accuracy and compliance. I work independently, adapt quickly, and maintain consistent service quality in remote environments.
Best-Fit Roles
- Customer Experience Operations Specialist
- Senior Virtual Assistant
- Support Operations Specialist
- Live Chat Support Specialist
- Back Office Operations Assistant
- Billing Resolution Specialist
- Healthcare Customer Support
- Insurance or Telecom Support Operations
If you need someone who can handle customer interactions professionally, resolve complex issues, maintain performance standards, and support operational workflows with accuracy and reliability — I’m ready to help your team succeed.
Verified
