Real-Time Virtual Assistant

EDUCATION

JOHN ALDRIN CRUZ

REAL-TIME ANALYST

CONTACT

+63 949 - 564 - 4337

*********@*****.***

*** ******** **, ***** ***,

Balagtas, Bulacan

SKILLS

Communication (written and verbal)

Adaptability& Flexibility

Attention to Detail

Creativity & Innovation

Emotional Intelligence

Project Management

Public Relations

Teamwork

Time Management

Leadership & Teamwork

Critical Thinking

BULACAN STATE UNIVERSITY

Bachelor of Science in Hotel

and Restaurant Management

2012 - 2016

WORK EXPERIENCE

PROFILE

Organized and results-oriented professional with a background as a Real-Time Analyst, transitioning into a Virtual Assistant role. Skilled in utilizing Google Workspace (Docs, Sheets, Calendar, Gmail, and Drive) to efficiently manage schedules, streamline workflows, and complete administrative tasks. Recognized for strong attention to detail, adaptability, and maintaining confidentiality in dynamic environments. Dedicated to providing proactive support, effective communication, and reliable solutions to meet diverse client needs.

TaskUs 2019 - 2025

Real-time Analyst

Hinduja Global Solutions

Customer Service Representative

2017 - 2019

Monitor real-time operational performance metrics across multiple teams to ensure adherence to SLAs and KPIs.

Adjust agent schedules and reallocate resources as needed to address call volume fluctuations and maintain service levels. Generate and present real-time and end of day reports to stakeholders to facilitate decision-making.

Identify operational trends, root causes of deviations, and recommend process improvements.

Collaborate with team leads to and managers to communicate real- time updates and performance insights.

Assisted healthcare providers with inquiries related to patient eligibility, benefits, claims processing, and prior authorization requirements

Verified medical insurance eligibility and explained coverage details, including copays, deductibles, and reimbursement rates. Resolved complex provider issues, including claim denials, billing discrepancies, and network participation, ensuring accurate and timely resolution.

.Educated providers on insurance policies, claims submission guidelines, and appeals processes to reduce errors and improve efficiency.

Documented call details, provider inquiries, and resolutions accurately in the system to ensure seamless follow-ups and compliance. *********@*****.***

Public Relation Officer -

Bartending Enthusiast and

Students Team

Member - Council of Hotel

and Restaurant Management

Contact this candidate