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Work Background
Fella & Delilah HealthMedical Assistant
Apr. 2025 - Jul. 2025PhilippinesElectronic Health Record (EHR) Management: Transferred critical patient data, medical history, lab results, and chart updates to ensure providers had complete, up-to-date information for consultations. Patient Onboarding & Customer Success: Coordinated new patient enrollment and onboarding, ensuring a smooth and supportive start to their care journey. Insurance Coordination: Managed Prior Authorizations (PAs) and Verification of Benefits (VoBs) with insurance providers to secure medication coverage. Medication Fulfillment & Refills: Acted as a liaison between patients and pharmacies to ensure timely prescription fulfillment, refills, and medication adherence. Patient Support & Communication: Delivered prompt, empathetic, and solution-focused support through inbound calls, ensuring high satisfaction and resolution. Care Coordination: Partnered with healthcare providers to resolve patient-related issues and streamline care delivery across clinical touchpoints.
WiproSenior Service Delivery Manager
Jul. 2024 - Mar. 2025Driving excellence in medical device service delivery and operations by focusing on regulatory compliance and continuous improvement. I specialize in end-to-end strategy execution and account stabilization, ensuring sustainable growth and adherence to the highest standards.
Wipro Digital Operations and PlatformsDelivery Manager
Apr. 2016 - Jun. 2024Managed global operations for medical device accounts, emphasizing process improvement and revenue growth initiatives.
Wipro Digital Operations and PlatformsDeputy Manager
Jun. 2014 - Apr. 2016Led teams to deliver operational excellence for US Health Insurance clients, emphasizing compliance and quality in service delivery.
WiproAssistant Team Manager
Mar. 2009 - Jun. 2014Assistant Manager (2012-2014): Oversaw Inbound Customer Service and Back Office Billing for 100 CSRs across Cebu and Manila, ensuring seamless operations. QA/Team Lead (2010-2012): Led Quality Assurance and managed a team of 15-20 CSRs, enhancing service quality and performance. Customer Service Representative (2009-2010): Provided exceptional support in handling billing and service delivery, laying the foundation for my career in client management and operations.
Aegis PeopleSupport Philippines Inc.Customer Service and Sales Specialist
Jan. 2008 - Feb. 2009Booked reservations for flights, hotels, and cars, ensuring exceptional service and client satisfaction throughout the travel experience.
Cybercity TeleservicesCustomer Service Representative
Jan. 2007 - Jan. 2008Managed orders and reservations for a leading U.S. shopping destination, effectively upselling and cross-selling products.
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