Dedicated and results-driven professional with over 10 years of experience in healthcare support and BPO operations. For the past 2 years, served as a Medical Virtual Assistant specializing in CPAP therapy, providing patient education, equipment support, compliance monitoring, and HIPAA-compliant communication. Previously spent nearly 8 years in the BPO industry delivering high-quality customer service, technical support, and administrative assistance for diverse clients. Strong background in remote communication, problem resolution, and managing multiple systems in fast-paced environments. Proven ability to adapt quickly, maintain accuracy, and ensure a positive experience for patients and customers alike. What I Offer / Why Choose Me ✅ Customer-Centered Mindset: I am deeply committed to ensuring every customer and patient interaction is handled with care, clarity, and professionalism. ✅ Multi-Channel Experience: I bring experience across inbound/outbound calls, email support, back-office operations, and remote sales. ✅ Healthcare Knowledge: Specialized experience in CPAP therapy and HIPAA compliance gives me a unique edge in medical support and patient education. ✅ Proven Leadership: I’ve led by example as a point of contact and supervisor, consistently promoting team excellence and company values. ✅ Resilience & Adaptability: Whether supporting technical issues or healthcare resupply, I adapt quickly and solve problems with a calm, focused approach. Skills and Expertise 🧑💼 Customer Service & Communication • Excellent verbal and written communication skills • Conflict resolution and de-escalation • Email and phone support (inbound/outbound) • Customer relationship management (CRM) • Order processing and tracking support 🩺 Healthcare & CPAP Therapy Support • CPAP resupply and patient adherence support • Knowledge of durable medical equipment (DME) • HIPAA compliance and patient data privacy • Patient education on equipment use and maintenance • Enrollment in automated resupply programs 💼 Sales & Business Development • Inside sales and telesales proficiency • Identifying cross-sell and upsell opportunities • Following communication scripts to close sales • Promoting brand loyalty through exceptional service • Meeting and exceeding KPIs and performance metrics 🖥️ Technical Support & Troubleshooting • Diagnosing hardware/software issues (Windows, network, etc.) • Guiding users through technical solutions • Explaining technical concepts in simple terms • Product and service knowledge retention 📊 Leadership & Operational Support • Team supervision and point-of-contact (POC) responsibilities • Leading by example and reinforcing company values • Handling escalations and back-office email communications • Training and mentoring junior staff 🛠️ Tools & Platforms • CRM systems • Microsoft Office Suite (Word, Excel, Outlook) • Call center software and VoIP systems • Email platforms and ticketing systems