US-based healthcare BPO experience (Aug 2023–Mar 2024) at UnitedHealth Care — inbound patient calls, appointment coordination, insurance benefit discussions, and sensitive financial conversations, handled with a professional, near-native American English phone manner. Comfortable managing calendars, inboxes, and process documentation in Google Workspace. Currently completing a BS in Psychology, which shows up daily in how I read a frustrated caller and de-escalate before it becomes a bigger problem — not just textbook 'active listening,' but the real, applied version of it.
