Ethel Aglanao

My name is Ethel Cuarteros-Aglanao, 35 years old, married, and currently residing in Cebu City, Philippines. I hold a Bachelor of Science in Computer Science degree from the University of Cebu – Banilad, where I graduated in March 2010.

Shortly after graduation, I began my career in the BPO industry, where I spent 12 years working for a U.S.-based telecommunications company. I started as a technical support representative, troubleshooting customer phone issues. I was then promoted to the supervisory team, where I handled escalated calls and performed tasks such as processing credit card transactions, creating shipping tickets, and selling products like airtime cards, service plans, and mobile devices.

Over time, I gained experience across multiple departments. In the Retailer Department, I supported third-party vendors and store dealers with device activations. I later joined the BYOP (Bring Your Own Phone) Department, assisting customers who wished to bring their own devices to our network. I was then transferred to the Portability Department, where I helped new and existing customers transfer their phone numbers to different devices or carriers.

Eventually, I was assigned to the Offline Tier III group, a prestigious team responsible for handling customer requests to activate phone numbers on new devices, as well as making outbound calls when necessary. I was trained to create escalated tickets through ATT-RTS software and coordinate with other U.S. phone carriers. I also served as an SME (Subject Matter Expert), supporting new agents with real-time solutions, assigning daily tasks through our Portability Tracking System, and handling reports and escalations via Microsoft Outlook.

After my BPO career, I transitioned to the healthcare industry as a Virtual Assistant at Choice Pain and Rehabilitation Center, a pain management clinic in the United States. I've been with the company for almost 3 years. Skilled in using EHR/ECW and Elevate as our calling software. My role includes answering inbound calls from patients, pharmacies, imaging centers, and law firms; scheduling and rescheduling appointments; create patient’s chart, verifying prescription status; coordinating with pharmacies for follow-up prescription status; endorsed PA requests from patients or pharmacists; faxing and uploading medical documents; and performed outbound calls to prospective new patients to book appointments.