Operations & Support Professional | Virtual Assistant for Admin, CRM, Scheduling

Assisted U.S. health insurance members with account inquiries, including eligibility status, coverage details, payment history, and plan updates. Supported customers through billing adjustments and account corrections via phone support. As a trainer, developed and delivered programs for COBRA, Medicare Part D, and Healthcare Exchange accounts, ensuring CSRs could handle member questions confidently and compliantly.

Over 10 years of experience in professional communication through customer phone support, corporate training, and Business English coaching. Skilled at delivering clear, empathetic, and effective communication with clients, stakeholders, and trainees.

Designed and facilitated training programs for new hires and tenured staff, focusing on healthcare insurance processes such as COBRA, Medicare Part D, and Healthcare Exchange. Created interactive learning sessions, roleplays, and assessments to ensure retention and application of knowledge.

Delivered empathetic and accurate customer service for U.S. health insurance members, addressing a wide range of issues from eligibility verification to billing and enrollment. Recognized for simplifying insurance terms for members and resolving issues quickly. As a trainer, reinforced best practices in compliance, empathy, and customer-focused communication across COBRA, Medicare Part D, and Healthcare Exchange accounts.

Handled high-volume inbound calls and written inquiries from members, brokers, and administrators regarding eligibility, billing, payments, and coverage clarifications. Translated complex insurance information into clear, customer-friendly explanations. As a trainer, used Healthcare Exchange, COBRA, and Medicare scenarios to build CSR confidence in resolving real-world customer concerns, improving call resolution and accuracy.

Provided personalized business English coaching for Japanese professionals, improving communication in meetings, presentations, and written correspondence. Customized lessons to fit industry-specific needs and professional goals.

Familiar with using CRM and healthcare platforms for eligibility verification, account updates, and tracking interactions. Quick to adapt to client-specific systems.

Accurate and detail-oriented in entering, updating, and maintaining information across systems. Skilled at handling large volumes of data with efficiency and precision.

Delivered high-quality support through phone, email, and chat, resolving customer concerns with professionalism and empathy. Skilled at simplifying complex information, active listening, and maintaining compliance.

Leveraged AI tools to improve writing, research, and training content creation. Skilled in prompt crafting and integrating AI to boost productivity.

Experienced in using Gmail, Docs, Sheets, Slides, and Drive for collaboration, documentation, and training support. Skilled at organizing files, creating shareable resources, and streamlining workflows for teams.

Proficient in Word, Excel, PowerPoint, and Outlook. Experienced in creating training decks, managing spreadsheets, and preparing professional documents and reports.