Remote Customer Service Administrative Support

Emily Ann Velilla

727-***-**** • ************@*****.***

Oldsmar, FL • LinkedIn.com/in/Emily-Ann-Velilla

SUMMARY

Operations and data professional with a background in project management, sales, and administrative support. Identify scope, prepare proposals, and review contracts to ensure optimal organizational efficiency. Knowledgeable of customer success, building effective relationships with stakeholders, and executing new initiatives to achieve company targets. Passionate about learning, upskilling, and utilizing new skills to enhance existing processes. Train employees and stakeholders on effective operations, data workflows, and customer service. Seeking an administrative support role for a company committed to growth.

EXPERIENCE

CareMetx via Hiregy, Tampa, FL Dec 2024 – Feb 2025

Reimbursement Specialist

Fully remote, reviewed medical insurance information for 15+ patients daily and ensured coverage for treatments, achieving top 25% customer service ranking out of 1K+ Reimbursement Specialists

Entered medical/insurance data into healthcare CRM, maintaining 100% data accuracy, confidentiality, and compliance

Selected by Area Manager for special campaigns to improve data, enhancing 100% accuracy for case closure

The Home Depot, Palm Harbor, FL Mar 2024 – May 2024

Customer Service Associate

Assisted 30+ customers daily in Garden Department with locating products to support DIY projects and answered inquiries relating to garden, lawn, and household products, driving $5K-$10K+ in daily sales

Maintained inventory to ensure product availability/organization, oversaw consistent inventory pack-down, and removed/replaced broken and missing merchandise, reducing department shrink by 25%

Trained new Customer Service Associate on product knowledge, inventory, processes, and store policies

Independent Healthcare Contractor, Chapin, SC Nov 2022 – Aug 2023

Caregiver

Monitored vitals, set medical appointments for dementia client with diabetes, blood pressure, and cholesterol issues, and managed medication, reducing medication load by 60%

Created and implemented tailored health protocols and provided nutritional guidelines, improving health outcomes, reversing medical crisis, and stabilizing health (vital signs, blood sugar, A1C levels)

Point of contact for communicating and recording diagnosis and treatment protocols to family and Power of Attorney

Oversaw administration for Power of Attorney, reviewed financials/budget (household renovation, remediation projects), and managed vendors (vetting, hiring, invoices), reclaiming $1.2K in overcharges

Bill Sefekar, Author, Tampa, FL Sep 2022 – Oct 2022

Administrative Assistant

Collaborated with producers and writers for podcast project and archived content of book into published podcast episode, increasing book sales by 30%

Managed editing, writing, archiving, and organizational components for administrative tasks

Salient Growth, Chicago, IL Jul 2018 – Jun 2019

Sales Account Executive

Provided remote outsourced sales for SaaS startups utilizing sales techniques (cold calling, drip email, PR campaigns, social media networking) to build sales pipeline, securing 600+ customers and exceeding sales goals by 126%

Led team of 5+ outside sales representatives, provided training to meet sales quotas, and collaborated with team members to discuss market trends, improving sales for team by 40-50%

Designed new sales processes for team and led presentations to prospects outlining features, benefits, and problem-solving capabilities of products, decreasing sales processes (initial contact to signed contract) by 75%

Developed relationships with clients and assisted with all product related inquiries, increasing client retention by 100%

Emi’s Purple Table, Tampa, FL Jan 2012 – Jul 2018

Operations Manager & Medical Massage Practitioner

Managed a team of 2 massage therapists, supported operational goals, and implemented new processes, increased operational productivity by 35% and maintaining all company quarterly financial targets

Collaborated with team members to implement sales initiatives, execute cross-selling strategies, and coaching employees on prospecting techniques, increasing revenue by 15% annually

Developed marketing campaigns (content creation, copywriting, sales initiatives) to support financial growth, conducted market research on current trends, and nurtured client relationships, leading to 100% client retention

EDUCATION

St. Petersburg College, Tarpon Springs, FL: Major in Environmental Science Technology

Eastern Michigan University, Ypsilanti, MI: Major in Dietetics

Medical Training College, Baton Rouge, LA: Massage Therapy National Certification

TRAINING

Computer Coach: Python Aug 2024

Computer Coach: Data Analytics Apr 2024

Computer Coach: CompTIA Data+ Course Feb 2024

New Horizons Computer Learning Centers: Project Management Professional Training Jan 2021

New Horizon Computer Learning Centers: Scrum Master Nov 2020

SKILLS & INTERESTS

Software & Systems: HubSpot, Slack, Microsoft Office 365 Suite (Word, Excel, PowerPoint, Outlook, Teams), Connect CRM, Google Suite (Doc, Sheets, Drive, Gmail, Calendar, Google Meet), DocuSign, Dropbox, Calendly

Core Competencies: Administrative Coordinator, Document Management, Onboarding, Event Management, Strategic Planning, Schedule Management, Administrative Work, Process Improvements, Electronic Health Records, Employee Training, Patient Support, Project Management, Negotiation, Stakeholder Management

Affiliations, Languages & Interests: Medical Massage Practitioner, Spanish (Fluent), Nature, Live Music, Dancing, Yoga, Reading, Research, Personal Development, Writing, Journaling

Contact this candidate