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I am a highly organized and detail-driven Virtual Assistant with 14+ years of experience across contact center operations, healthcare administration, and remote inbox management. I excel at HIPAA-compliant patient communications, email management, calendar coordination, and data accuracy, with a proven track record in maintaining <24-hour inbox response times and error-free documentation. I thrive working independently across time zones for US, UK, and Australian clients, leveraging tools like Google Workspace, Salesforce, Slack, Zoom, and various scheduling platforms to streamline operations and boost productivity.…I am a highly organized and detail-driven Virtual Assistant with 14+ years of experience across contact center operations, healthcare administration, and remote inbox management. I excel at HIPAA-compliant patient communications, email management, calendar coordination, and data accuracy, with a proven track record in maintaining <24-hour inbox response times and error-free documentation. I thrive working independently across time zones for US, UK, and Australian clients, leveraging tools like Google Workspace, Salesforce, Slack, Zoom, and various scheduling platforms to streamline operations and boost productivity.

Francis L. Olaguer

Data Analyst, Online Trainer, Social Media Freelancer, +2

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I am a highly organized and detail-driven Virtual Assistant with 14+ years of experience across contact center operations, healthcare administration, and remote inbox management. I excel at HIPAA-compliant patient communications, email management, calendar coordination, and data accuracy, with a proven track record in maintaining <24-hour inbox response times and error-free documentation. I thrive working independently across time zones for US, UK, and Australian clients, leveraging tools like Google Workspace, Salesforce, Slack, Zoom, and various scheduling platforms to streamline operations and boost productivity.…I am a highly organized and detail-driven Virtual Assistant with 14+ years of experience across contact center operations, healthcare administration, and remote inbox management. I excel at HIPAA-compliant patient communications, email management, calendar coordination, and data accuracy, with a proven track record in maintaining <24-hour inbox response times and error-free documentation. I thrive working independently across time zones for US, UK, and Australian clients, leveraging tools like Google Workspace, Salesforce, Slack, Zoom, and various scheduling platforms to streamline operations and boost productivity.

Available to hire

I am a highly organized and detail-driven Virtual Assistant with 14+ years of experience across contact center operations, healthcare administration, and remote inbox management. I excel at HIPAA-compliant patient communications, email management, calendar coordination, and data accuracy, with a proven track record in maintaining <24-hour inbox response times and error-free documentation.

I thrive working independently across time zones for US, UK, and Australian clients, leveraging tools like Google Workspace, Salesforce, Slack, Zoom, and various scheduling platforms to streamline operations and boost productivity.

Skills

Experience Level

Expert

Expert

Expert

Expert

Expert

Expert

Expert

Expert

Expert

Expert

Language

English

Fluent

Work Experience

Virtual Assistant – Email Management at HearInTexas

January 1, 2025 - October 1, 2025

Managed a shared inbox of 50+ daily emails for audiologists and clinic staff across a US-based healthcare clinic, maintaining a <24-hour response turnaround. Triaged and escalated 100% of urgent clinical and scheduling concerns on the same business day, ensuring zero delays in provider response. Drafted HIPAA-compliant responses to 50+ daily patient communications — covering inquiries, referrals, and appointment coordination — with zero compliance incidents.

Customer Service Manager at Synchrony Bank

October 1, 2020 - May 1, 2026

Managed cross-functional coordination between teams, operations, and leadership — demonstrating strong organizational and administrative communication skills. Produced data-driven performance reports using Tableau, Excel, and PowerPoint for senior stakeholders, translating complex KPI data into actionable summaries. Oversaw scheduling, shift planning, and workload distribution for a team of 15+ agents across multiple portfolios.

Customer Experience Specialist at Synchrony Bank

June 1, 2018 - October 1, 2020

Handled 80 –100 patient and customer interactions daily across healthcare and retail portfolios with consistent top-decile CSAT scores. Recognized as Site Employee of the Year (2019) and Customer Experience Specialist of the Year (2019) for exceptional accuracy, communication quality, and reliability across all assigned tasks.

Customer Service Representative – Provider Services (Aetna) at Hinduja Global Solutions

June 1, 2013 - August 1, 2014

Provided benefits verification, eligibility checks, and claims status updates to healthcare providers — handling sensitive data with full HIPAA compliance. Completed certification in claims processing, building a strong foundation in healthcare admin workflows and provider services documentation.