Administrative Support & Team Lead - Customer Service Focus
Resume:
Alyzza Lei
Nebrida
Gender : Female
Age : **
Civil Status : Married
Citizenship : Filipino
Professional Summary
Experienced healthcare support professional with a strong background in team leadership, quality assurance, medical appointment setting, and medical intake coordination. Skilled in client communication, appointment scheduling, insurance verification, and accurate collection of client information while maintaining HIPAA compliance and confidentiality. Proven ability to monitor performance, conduct quality audits, and coach team members to improve service standards and productivity. Known for strong attention to detail, excellent communication skills, and the ability to manage multiple tasks in fast- paced healthcare and customer service environments. Committed to delivering high-quality client support and contributing to efficient operations.
Core Skills
• Quality Assurance / Call Monitoring
• Customer Support (Email, Chat, Phone)
• Team Management & Collaboration
• Process Improvement
• Data Analysis & Reporting
• Time Management & Multitasking
• Microsoft Office / Google Workspace / Outlook
Santa Arcadia,
Cabanatuan City,
Nueva Ecija,
Philippines 3100
**********@*****.***
English & Tagalog
Work Experiences
Team Leader
Globaltek BPO Inc. - Cabanatuan City, Nueva Ecija, Philippines January 2025 – March 2026
• Supervised and guided a team of appointment setters to achieve daily and monthly booking targets.
• Monitored team performance, call quality, and productivity to ensure high conversion rates.
• Provided coaching, feedback, and training to improve team communication and lessen no show rates.
• Managed scheduling and workload distribution to ensure smooth operations.
• Handled escalated customer inquiries and resolved issues professionally.
• Reviewed call recordings and performance metrics to maintain quality standards.
• Prepared reports on team performance, appointment success rates, and campaign results.
• Collaborated with management to develop strategies to increase lead conversions and booking rates.
• Ensured compliance with company policies, scripts, and client requirements. Quality Assurance Specialist
Globaltek BPO Inc. - Cabanatuan City, Nueva Ecija, Philippines October 2023 – January 2025
• Monitored and evaluated customer service calls, chats, and emails to ensure compliance with company quality standards.
• Conducted quality audits and scorecards to assess agent performance and identify improvement areas.
• Provided constructive feedback and coaching to agents to improve communication, accuracy, and customer satisfaction.
• Analyzed QA results and prepared weekly and monthly performance reports.
• Collaborated with team leaders and management to implement process improvements.
• Ensured agents followed scripts, compliance guidelines, and service protocols.
• Helped improve overall service quality and maintain high customer satisfaction scores.
Medical Intake Specialist
Globaltek BPO Inc. - Cabanatuan City, Nueva Ecija, Philippines March 2023 – October 2023
• Collected and verified client information, medical history, and military service details during intake calls.
• Scheduled patient consultations and medical appointments with healthcare providers.
• Ensured all patient records were accurately documented in the systems.
• Answered patient inquiries regarding services, appointment availability, and intake requirements.
• Coordinated with medical staff to ensure smooth patient scheduling and workflow.
• Maintained confidentiality and HIPAA compliance when handling cliient data.
• Provided professional and compassionate assistance to patients during the intake process.
Customer Service Representative
Sutherland. - Palayan City, Nueva Ecija, Philippines September 2022 – March 2023
• Provided outstanding customer service via phone, email, and chat, assisting customers with inquiries, orders, returns, and refunds.
• Resolved product, shipping, and account issues efficiently while maintaining high customer satisfaction.
• Maintained up-to-date knowledge of Amazon policies, procedures, and systems to provide accurate support.
• Documented customer interactions in the CRM system to ensure proper tracking and follow-up.
• Assisted customers with technical troubleshooting and guided them through solutions for digital devices or services.
• Escalated complex issues to specialized teams while ensuring timely resolution.
• Consistently met or exceeded performance metrics including response time, resolution rate, and customer feedback scores.
• Collaborated with remote teams to share best practices and improve support processes.
Restaurant Supervisor
Fries Ko’to - Cabanatuan City, Nueva Ecija, Philippines September 2017 – June 2022
• Supervised daily restaurant operations and managed service staff to ensure efficient workflow and excellent customer service.
• Trained, scheduled, and monitored performance of waitstaff and support employees.
• Handled customer inquiries and resolved complaints to maintain high guest satisfaction.
• Coordinated with kitchen staff to ensure timely food preparation and service.
• Maintained cleanliness, food safety, and sanitation standards in compliance with health regulations.
• Monitored inventory levels and assisted with ordering supplies and stock control.
• Managed POS transactions, billing, and cash handling procedures.
• Assisted management in implementing service standards and improving operational efficiency.
• Ensured staff adhered to company policies, grooming standards, and service protocols.
Restaurant Receptionist
Chili’s Alhamra – Ras Alkhaima, UAE
September 2017 – June 2022
• Welcomed and assisted guests, creating a positive first impression for the restaurant.
• Managed reservations, walk-ins, and waitlists to optimize table turnover.
• Coordinated with service staff to ensure efficient seating and smooth operations.
• Handled incoming calls and provided accurate information to customers.
• Maintained organized guest records and reservation logs.
• Addressed guest inquiries and concerns in a professional and friendly manner.
Educational Background
Leadership Training
Lead Forward Globaltek BPO Inc.
September 1, 2025 to December 31, 2025
Araullo University PHINMA
Bachelor of Science in Nursing ( undergraduate )
Cabanatuan City
2006 – 2009
College
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