Open to opportunities

Vivianne Vil

@viviannevil

Patient Care Advocate and ESL Teacher, combining HIPAA-compliant care, empathy, and engaging instruction to solve problems.

United States

Message

What I'm looking for

I’m looking for a people-first role where I can deliver HIPAA-aware support, de-escalate challenges with empathy, and use clear communication—ideally with room to grow in customer care or education.

I currently serve as a Patient Care Advocate, handling member and patient inquiries with a courteous, professional approach. I help people understand and maximize pharmacy benefits, process payments, manage inbound calls, and maintain strict HIPAA compliance while protecting sensitive patient information. When conversations get tense, I de-escalate with compassion and stay focused on finding resolutions.

Alongside customer-focused work, I’ve been an ESL Teacher, creating engaging lesson plans that support different learning styles and a safe, nurturing classroom environment. I coach pronunciation and intonation, use online word games to strengthen reading levels, and improve comprehension through diverse texts and guided discussions. My earlier experience as a server and warehouse associate also strengthened my multitasking, health-and-safety discipline, and problem-solving—whether using POS systems to support fast service or packing accurately and meeting daily quotas.

Experience

Work history, roles, and key accomplishments

Current

Patient Care Advocate

Current

Express Scripts

May 2023 - Present (3 years 2 months)

Handled member/customer inquiries and helped members understand and maximize pharmacy benefits. Ensured HIPAA compliance for sensitive patient information and processed payments while managing inbound calls and de-escalation.

HIPAA compliance Inbound Calls Payment Processing De escalation Compliance

Current

ESL Teacher

Current

VIPKID

Feb 2018 - Present (8 years 5 months)

Created and delivered ESL lesson plans tailored to different learning styles. Supported students’ reading comprehension and pronunciation while building a safe, nurturing classroom environment with cultural exchange.

ESL Teaching Lesson planning Classroom Management Reading Comprehension Online Word Games Cultural Exchange Critical Thinking

Server

Walt Disney World Company

Aug 2010 - Dec 2022 (12 years 4 months)

Provided prompt food and beverage service while managing multiple tables and resolving customer complaints professionally. Used POS systems to place orders and manage bills, maintained dining area cleanliness and health/safety standards, and supported upselling and allergy-aware recommendations.

Food Service Multitasking POS systems Order Taking Customer Complaint Resolution Upselling Food Allergy Guidance Health and Safety Compliance Opening And Closing Duties Alcohol Compliance Kitchen Coordination

Customer Service Representative

Amazon

Apr 2020 - Jun 2021 (1 year 2 months)

Handled customer inquiries via phone, email, and chat, resolving complaints with empathy and maintaining professionalism under pressure. Assisted with refunds and replacements, locker codes, and guiding customers through order placement, escalating major issues to a supervisor.

Customer Support Complaint Resolution Phone Email Chat Support Active Listening Escalations Product Knowledge Refunds Processing Replacing

Tier 1 Employee

Amazon Warehouse

Oct 2019 - Mar 2020 (5 months)

Packed and labeled products accurately for shipment, adding boxes to conveyor belts and preparing items for shipping stations. Operated warehouse equipment (pallet jacks and forklifts), used label/scaling/tape tools, verified packaged items against invoices, and followed safety and quality procedures while meeting daily quotas.