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Jhona Grace Pontod

@jhonagracepontod

Message

Aspiring Virtual Assistant with BPO healthcare experience and strong customer support skills.

Philippines

Message

What I'm looking for

I seek a remote/supportive role utilizing my healthcare BPO experience, focusing on customer success, appointment management, and technical troubleshooting in a collaborative environment.

I am a highly motivated Virtual Assistant with over two years of BPO experience specializing in healthcare and customer support. I handle inbound/outbound calls, appointment setting, data entry, email management, and technical troubleshooting with professionalism and accuracy.

At Sutherland Global Services I scheduled and confirmed renewals and appointments with a high conversion rate, conducted win-back outbound campaigns, verified health insurance eligibility, and provided portal navigation and technical support while adhering to HIPAA and company compliance guidelines.

I adapt quickly, multitask effectively, and document and escalate issues appropriately to ensure timely resolution. I bring strong communication, problem-solving, and customer-service skills to support teams and improve member experiences.

Experience

Work history, roles, and key accomplishments

Customer Service Representative

Sutherland Global Services

Jan 2023 - Jan 2025 (2 years)

Handled inbound/outbound calls and email support for healthcare members, scheduled appointments with high conversion, verified insurance eligibility, and resolved technical portal issues while following HIPAA and company compliance.

Customer Service Appointment Setting Data Entry Email Support Healthcare Support Technical Troubleshooting CRM HIPAA compliance