Computer Skills - Can do remote troubleshooting of either software or hardware issues.
Communication Skills - Can answer inquiries through email or calls.
Customer Service Skill - Addresses customer needs to create a positive experience for them.
Time Management Skill - Allowed to complete tasks and projects that the client proposed on the given deadline.

Detail-oriented professional with a Bachelor’s degree in Information Technology and extensive experience in customer service and technical support. Skilled at leveraging strong organizational abilities and teamwork in fast-paced environments, and eager to take on a challenging role that supports continued personal and professional growth.

Has basic knowledge and experience on the following tools: TextRequest
Signature Sync
Resware
SnapDocs
CRM
Avaya
Amazon Connect
OTRs
Zendesk
Zopim
Okta
Retool
Dispatch
Canva
TMW

Versatile and results-driven Customer Service Representative with extensive experience across multiple voice campaigns, including hotel reservations, car rentals, airline bookings, accounting, financial technical sales, telecommunications, retail, and food delivery. Proven track record of handling high-volume calls, resolving complex technical and financial inquiries, and driving sales while maintaining peak customer satisfaction metrics. Eager to leverage this diverse multichannel expertise to deliver exceptional service, optimize operational efficiency, and support organizational growth in a dynamic call center environment.

- 6 year BPO-IT experience
-Certified in Web Design (November 2022) -Certified in Adobe Photoshop (October 2022)

Hi, I’m Jhon Kylle Yana — a dedicated US Healthcare Virtual Assistant with 4+ years of experience supporting providers, pharmacies, and PBM operations. I specialize in EMR/EHR management, prior authorizations, medication refills, patient scheduling, and claims investigation, all while maintaining HIPAA compliance and high-quality case management.

I’ve successfully managed high-volume workflows, consistently meeting SLA/KPI targets and improving patient outcomes. I’m skilled in tools like Oracle, Citrix, Zyter, TruCare, and CRM platforms, and I have a proven track record of mentoring new hires and streamlining administrative processes.

I’m passionate about helping US healthcare teams operate efficiently, reduce administrative burdens, and deliver seamless care to their patients. If you’re looking for a reliable, detail-oriented, and proactive Healthcare VA, I’d love to contribute to your team.

To grow as in individual by contributing the edge of the organization’s Vision, Mission, and Goals through by giving all my knowledge, skills, competencies, and utmost service.

Summary

Dynamic and dedicated IT Service Desk professional with 5 years of experience providing high-quality technical support and customer service. Proven ability to troubleshoot and resolve technical issues while maintaining a strong focus on user satisfaction. Skilled in utilizing IT service management tools and methodologies to ensure efficient service delivery and improve operational efficiency. Adept at collaborating with cross-functional teams and communicating technical concepts to non-technical users. Committed to continuous learning and staying updated on the latest technologies and industry best practices.



Skills

Technical Support: Proficient in diagnosing and resolving hardware and software issues, including desktops, laptops, printers, and mobile devices.

Service Desk Tools: Experienced with IT service management platforms such as [e.g. Zendesk, JIRA] for ticketing and incident tracking.

Operating Systems: Strong knowledge of Windows, macOS, and Linux environments, along with mobile operating systems (iOS, Android).

Networking: Understanding of basic networking concepts, including TCP/IP, DNS, DHCP, and VPNs.

Customer Service: Excellent interpersonal skills with a focus on providing exceptional user experience and maintaining strong relationships with clients.

Documentation: Skilled in creating and maintaining knowledge base articles, user manuals, and troubleshooting guides for end users and IT staff.

Problem Solving: Effective analytical and troubleshooting skills, with a methodical approach to identifying root causes and implementing solutions.

Team Collaboration: Ability to work collaboratively in fast-paced environments, contributing to team goals and sharing knowledge with peers.

Training & Support: Experience in training users on new technologies and processes, promoting self-service solutions whenever possible

I am a reliable and detail-oriented Virtual Assistant with a strong background in customer service and administrative support. I have experience assisting customers through phone, email, and chat while handling inquiries, resolving issues, processing requests, and maintaining accurate records.

I am organized, a fast learner, and able to work independently with minimal supervision. I am committed to providing excellent customer service, managing tasks efficiently, and helping businesses stay organized and productive.

My skills include:
• Customer Service (Phone, Email, and Chat Support)
• Administrative Support
• Data Entry
• Email Management
• Calendar Management
• Microsoft Office and Google Workspace
• Problem Solving
• Time Management
• Attention to Detail

I am eager to continue growing as a Virtual Assistant and am always willing to learn new tools and processes. My goal is to become a dependable member of your team by delivering high-quality work, maintaining professionalism, and contributing to your business's success.

Results-driven and highly organized certifiee professional with 5+ years of experience in SAP ERP, business operations, supply chain
processes, administrative support, and AI-powered productivity tools. Skilled in project and team management, process
improvement, CRM platforms, Microsoft Office, Google Workspace, and workflow optimization. Recognized for strong
analytical thinking, problem-solving, and attention to detail, with a proven ability to manage priorities, maintain accurate
records, and deliver high-quality results in fast-paced environments. I specialize in:

Administrative & Data Management: - Calendar and

ITIL v3 Certified IT Support Specialist with over 10 years of comprehensive experience in high-volume technical support and service desk operations. Expert in diagnosing complex hardware, networking, and virtualization issues (Citrix/VMware). Proven track record of maintaining a 75% First Call Resolution (FCR) rate and sustaining 99.9% uptime for critical backend operations in corporate and retail environments.

I am the type of person who loves to learn and passionate to do my work with all of my best. I am a fast learner and initiative to do self-study. I make sure to provide exceptional support and tasks are completed on time and with ----------- munication: being a technical support representative taught me to deals with local and international people via phone and email to ensure successful communication through active listening.
Problem Solving: being a customer service representative helped me to work under pressure and provide a solution of what's needs to be done.
Planning and Organizing: being a Marketing and Training Staff leads me to work on every task professionally coordinating with people in higher positions and make sure all paper works are done with confidentiality.
System Knowledge: being a Data Analyst I experience preparing and analyze data information and its validity and provide that information based on what clients need for the project.

Analytical and detail-oriented professional with over 10 years of experience in operations support, reporting, and data visualization.

Virtual Assistant | Social Media Manager | Project Coordinator | Electronics Engineer
Results-driven Virtual Assistant with a strong background in administrative support, social media management, project coordination, and data analysis. I have hands-on experience managing my own social media platforms, creating engaging content, planning content calendars, monitoring performance metrics, and implementing strategies to grow audience engagement.

With a professional foundation in Electronics Engineering and telecommunications, I have developed exceptional organizational, analytical, and problem-solving skills through years of managing engineering projects, coordinating with cross-functional teams, preparing technical documentation, scheduling activities, and ensuring timely project delivery. My experience has strengthened my ability to handle multiple priorities while maintaining accuracy and efficiency.

I am proficient in data analytics, spreadsheet management, reporting, calendar and email management, internet research, document preparation, and workflow organization. I thrive in fast-paced environments where attention to detail, clear communication, and proactive support are essential.

I am passionate about helping entrepreneurs and businesses streamline their operations, strengthen their online presence, and make data-driven decisions that contribute to sustainable growth.

Core Skills:
• Virtual Assistance & Administrative Support
• Social Media Management
• Content Planning & Scheduling
• Data Analytics & Reporting
• Project Coordination & Management
• Calendar & Email Management
• Internet Research
• Microsoft Office & Google Workspace
• Technical Documentation
• Client Communication & Team Collaboration
• Process Improvement & Organization

I am committed to delivering reliable, high-quality support while continuously learning new tools and strategies to help clients achieve their business goals.

Hi, I’m Patricia, a US Healthcare operations professional with over seven years of experience supporting members, agents, and clients in customer service, escalation management, team leadership, and quality analysis.

I started in DTC/Application Intake, verifying enrollment data and eligibility. From there, I moved into frontline CSR support, handling calls about copays, benefits, premiums, and status. My ability to resolve complex issues led me to the Member Escalation Team, where I managed irate members and supported escalated concerns.

I was promoted to Flex Supervisor, guiding agents on performance, monitoring calls, and tracking KPIs. As a Taskforce Agent, I investigated member complaints, performed deep-dive analysis, and recommended solutions. Later, as a Supervisor of Operations, I led MET agents, joined client meetings, and participated in call calibrations to ensure quality alignment.

I also worked as a Quality Analyst, monitoring calls, analyzing Net Promoter Score (NPS) and sentiment data, and joining calibration sessions to keep evaluations consistent. This role strengthened my ability to identify performance gaps and provide actionable feedback to improve service delivery.

Most recently, I expanded into Technical Support, assisting members with website issues, providing chat-based support, and ensuring HIPAA compliance.

Highlights
• 7+ years of experience in healthcare customer service, technical support, and quality analysis, with a career path from CSR to Supervisor to QA Intern
• Skilled in escalation management, monitoring performance data, and coaching teams to exceed KPIs
• Proficient in Salesforce, Zendesk, Citrix, LivePerson, and internal workflow tools
• Experienced with collaboration platforms such as Microsoft Teams, Zoom, and Slack
• Known for leadership, accuracy, and organization, consistently delivering results that improve customer satisfaction and team efficiency