About me

Professional Summary:

Assistant Manager of Virtual Operations with extensive expertise in procurement, logistics, and customer service, backed by over 20 years of administrative support experience in financial and healthcare sectors. Demonstrated proficiency in inventory management and order processing. Expert in supplier coordination and budget management. Skilled in performance metrics analysis and staying up-to-date with e-commerce trends. Exceptionally organized, detail-oriented, and dedicated to operational excellence.

 

Experience

Assistant Manager of Virtual Operation

BBISNYC, Remote

2024- Present

• Overseeing the e-commerce platform to ensure it is secure, functional, and user-friendly, including regular updates and troubleshooting technical issues.
• Analyzing data from the website to track key performance indicators (KPIs) such as conversion rates, average order value, and customer acquisition cost. Using these insights to make informed decisions and refine ecommerce strategies.
• Successfully conducted market research to identify trends and optimize product lifecycle strategies, leading to more effective procurement initiatives.
• Developed and managed budgets, overseeing logistics and fulfillment to achieve operational efficiency and cost savings.

 

Virtual Executive Assistant/ E-Commerce Specialist

Remote

• Optimized scheduling and organization of meetings, travel plans, and events, boosting executive productivity by 20%. Managed documents and communications efficiently, achieving a 95% approval rate and a 98% response rate.
• Launched and maintained the company’s digital presence, including the website, marketplace, and social media platforms. Enhanced visibility and traffic through effective SEO strategies, leading to a 35% increase in organic search traffic and an 11% boost in online sales.
• Supervised the full order lifecycle, from order receipt to accurate and prompt fulfillment, and collaborated with logistics partners to guarantee efficient delivery
• Providing exceptional customer service through various channels, resolving customer inquiries and issues promptly to ensure a positive shopping experience.

 

Contact Center Agent

Healthfirst, Remote

• Maintained an in-depth understanding of products and services, delivering accurate information and support to customers, resulting in a 30% decrease in follow-up inquiries.
• Efficiently resolved and documented member grievances, complaints, and appeals by researching claims and authorization requests, ensuring a first-call resolution rate of 90%.
• Managed challenging situations with calm professionalism, delivering effective solutions under pressure, which led to a 25% improvement in service quality ratings.
• Cultivated strong relationships with members, leading to a 97% customer satisfaction rate, while supporting teammates with effective problem-solving and prompt issue resolution.

 

Executive Personal Assistant

Royal Care, New York NY

• Oversaw the scheduling of meetings, travel arrangements, notation and tracking of active items, managed documentation, and maintained discretion.
• Optimized the organization and maintenance of shared drives, as well as personal and professional documents and spreadsheets in Google Workspace, resulting in a 25% improvement in efficiency and document retrieval time.
• Provided research assistance on various projects, leading to informed decisions based on accurate information.
• Coordinated international travel arrangements, ensuring seamless logistics and cost-effective solutions, resulting in substantial savings for the company.

 

Associate Clinical Admin Coordinator

Optum Health, Remote

• Efficiently handled inbound and outbound calls, ensuring exceptional customer service, and contributing to a 20% increase in call resolution rates
• Managed challenging situations with calm professionalism, delivering effective solutions under pressure and maintaining high service quality
• Acted as the point of contact and coordinated and updated schedules between patients and traveling nurses, reducing logistical errors through meticulous planning and ensuring timely appointments
• Contacted customers to remind them of their upcoming annual Housecall appointments and coordinated the necessary schedules

 

Help Desk CSR Team Lead/ Eligibility Specialist

TEKsystems, Remote 

- EEC Grant Program/ NYCVAX Call Center 

• Led agents and improved daily workflow by 60% by effectively delegating cases through Salesforce at the NYC VAX call center during COVID-19 Pandemic
• Analyzed and resolved escalated cases for clients, prioritizing complex cases for specialized departmental handling, enhancing client satisfaction
• Thoroughly analyzed, reviewed, and researched grant applications to ensure accuracy before disbursement for the EEC MASS Grant Program.
• Communicated with applicants to confirm application data and collaborated with team members, ensuring smooth and accurate processing
  
  

Medical Scheduler/Customer Support Agent

Medical Answering Services, Queens NY

• Successfully coordinated, intake, and scheduled over 120 medical trips daily for Medicaid clients, including appointments, standing orders, hospital discharges, and admissions, achieving a 95% on-time rate
• Verified insurance coverage and eligibility for medical services prior to scheduling appointments, which led to a 30% reduction in billing issues
• Resolved scheduling and resource allocation conflicts quickly and professionally, minimizing disruptions to daily operations and improving efficiency by 20%
• Facilitated seamless communication between clients, healthcare providers, and transportation services, ensuring smooth coordination of medical appointments
  

 

Patient Navigator/ Certified Health Coach

LESHRC, New York NY

• Interviewed individuals to gather and document crucial information about their needs, ensuring comprehensive and accurate assessments that led to tailored and effective support plans
• Facilitated patient understanding, ensured access to medical treatments, coordinated appointments, and acted as a liaison between patients and healthcare providers for timely and navigated patients into appropriate care
• Led engaging health workshops, researched materials to promote total health, and created innovative patient’s rights and health-related topics for group discussions, boosting participation. Produced detailed weekly progress notes
• Used motivational interviewing to coach on life changes, low self-esteem, suicide, domestic violence, and health issues. Linked patients to suitable detox and rehab services, ensuring successful referral

 

Recruiter Assistant/ Administrative Assistant

The Fortune Society, New York NY 

• Managed job postings, assessed applicant qualifications, and conducted prescreening evaluations,
• streamlining the hiring process and reducing time-to-fill by 25%
• Reviewed resumes and applications and performed initial screenings to accurately assess candidate qualifications and fit for various positions, increasing the quality of hires
• Leveraged exceptional writing, editing, and proofreading abilities to craft engaging and flawless resumes
• Facilitated the onboarding process for new hires by preparing necessary paperwork and coordinating orientation schedules, ensuring a seamless transition and high new-hire satisfaction

 

Grant Program Operation Analyst/ Liaison

LMDC- New York, NY

• Evaluated and analyzed grant applications to ensure they met eligibility criteria and comply with organizational policies
• Identified origin of processing problems and pulled duplicate and fraudulent applications and stopped those  from processing
• Addressed and resolved any issues or discrepancies related to grant applications or disbursements
• Ensured all grant activities adhere to applicable laws, regulations, and organizational standards, maintaining the highest level of integrity and compliance
• Liaised and collect with subcontracting Companies on Operation issues and problems

 

SKILLS:

Data Analysis/ Logistics/ Coordination/ Customer Engagement/ Improvisation

Process Improvement/ Market Research/ Customer Supports/ Case Management

Serve as the primary point of contact for grant applicants, providing guidance and support throughout the application process

 

EDUCATION:

 

Cuny Borough of Manhattan Community College

Associates in Business Administration

Completion upon research papers submission

Member of Phi Theta Kapper Honor Role Society

GPA: 3.84

 

Cuny Borough of Manhattan Community College, Online

Certificate- Medical Billing & Coding

— Apr 2024 - Nov 2024

 

CD-10

CPT

Anatomy

Medical Terminology

 

LANGUAGES:

 

English                                              Cantonese

(Native)                                              (Native)

Hobbies:

 

Bargain Hunting

Electric Mobilities

Home Improvement

Information Research