Healthcare (Training & Quality) | Retail Customer Service Specialist | Technical

As a HIPAA-certified professional, I bring a trusted level of compliance and data security expertise to every task. With over 7 years of solid BPO experience across multiple industries, I’ve built a strong and diverse skill set that allows me to adapt quickly and perform at a high level. For the past three years, I served as a Healthcare Trainer II, where I developed training modules, facilitated onboarding for new hires, coached agents on medical protocols, and ensured 100% HIPAA-compliant handling of sensitive patient information. I trained teams on complex healthcare systems, quality standards, and documentation processes—strengthening accuracy, efficiency, and data privacy across the operation. Before becoming a trainer, I spent two years as a Team Leader, where I supervised frontline agents, monitored KPIs, performed data-driven coaching, managed escalations, and prepared regular performance and quality reports for management. I ensured consistent service delivery, improved team performance, and maintained operational targets through strong leadership and workflow management. I began my career in BPO with two years of experience across retail, credit, and technical support accounts, handling inbound and outbound calls to assist customers with orders, tracking packages, resolving website or credit card issues, and providing high-quality service for furniture and bedding clients. Across all these roles, I have maintained strong communication skills, analytical thinking, and operational discipline.