2016
Call Centre Management
Bulacan Polytechnic College
Best Customer Service | Medical Virtual Assistant | Amateur Photographer | Runner | Bookworm
I bring over 10 years of experience in customer service, including 5 years at Sun Life, Canada’s leading group benefits provider, where I worked as a Resolution Case Manager. In this role, I handled high-level escalations and complex cases involving medical and dental insurance claims. I engaged with clients through inbound and outbound calls, live chat, and email, consistently delivering fast, accurate, and compassionate support. I’m known for being professional, resilient, and hardworking. I consistently exceed expectations and take pride in going the extra mile to ensure the job is done right.
I completed a Medical Virtual Assistant Masterclass with Sync2VA, where I gained practical training on the U.S. healthcare system. The program covered appointment scheduling, scribing, transcribing, medical terminology, and essential tools for virtual support. I also developed a strong understanding of HIPAA compliance and healthcare operations through hands-on activities and expert-led sessions.
Photography has been my passion since childhood—it’s how I express my love for art. You can check out my work on Instagram @photographiedemj, where I share moments captured simply using my iPhone. One day, I hope to travel more and create lasting memories through my lens. I also find comfort in reading books, using stories to reflect, learn, and cope with life’s challenges.
My Skills and Competencies
Best Customer Service
Medical Virtual Assistant
Administrative Assistant
Social Media Manager
Data Entry
Content Creator
Certificates
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My Experience and Education
2020
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2025
Sun Life Global Solutions Philippines
(Resolution Case Manager)
As a Resolutions Case Manager, I assist clients in navigating complex and time-sensitive medical and dental insurance claims, particularly those in vulnerable situations. I handle escalated concerns with care and urgency, working closely with various teams to expedite requests and advocate for fair exceptions when necessary. I also help my clients with their Group Benefits enrollment, reaching out to our underwriting team for follow-ups and exceptions. My strong problem-solving skills and client-focused approach enable me to transform challenging situations into positive outcomes, enhancing both client satisfaction and process efficiency. Over the years, I’ve built a reputation for being resilient, dedicated, and results-driven in managing challenging cases.
2018
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2020
Conduent
(Tier 2 Agent)
Provide customer service to escalated calls about our client’s hotels and car reservations. Give real-time support to clients in a vulnerable situation.
2015
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2018
Sykes Asia Inc.
(Escalation Supervisor and Collections Agent)
Manage live phone escalations on auto loans/leases, negotiate payment commitments, and follow up to ensure customers meet their promised payment dates.
My Services
Social Media Management
Creating engaging content, growing audiences, and boosting brand presence through strategic online storytelling.
Medical Virtual Assistant
Providing reliable support with healthcare admin tasks, patient coordination, and insurance processes—always with care.
General Virtual Assistant
Offering efficient admin support, managing tasks, and helping businesses stay organized and productive every day.
Best Customer Service
10 years in customer service, delivering solutions with care, professionalism, and a passion for helping others.
Caption Improver
Creative caption improver with a knack for turning simple words into catchy, engaging, and impactful social media posts.
Data Entry
Skilled in fast and accurate data entry, maintaining organized records and ensuring data quality with great attention.