Harry Acalista

I am a detail-oriented and customer-focused professional with 7+ years of experience in healthcare operations, quality assurance, technical support, and back-office administration. I bring a strong foundation in data accuracy, multi-system navigation, and professional communication — making me an effective and reliable Virtual Assistant for clients across various industries.

In my most recent role as a Quality Analyst at Wipro Philippines supporting Molina Healthcare, I monitored 50+ inbound calls, emails, and chats weekly, evaluated agent performance using QA scorecards, and ensured full HIPAA compliance in handling sensitive health information. I also generated weekly and monthly performance reports, facilitated calibration sessions, and coached agents — demonstrating my ability to work independently, manage data responsibly, and communicate clearly with teams.

Prior to that, I worked as a Technical Support Representative and Back Office Support at Concentrix, where I handled high-volume inbound inquiries, documented customer interactions across multiple CRM systems, and supported case tracking and data validation with strong attention to detail.

My background also includes experience in live chat and email support, payment processing, billing inquiries, and financial data verification — giving me a well-rounded skill set that translates directly into virtual assistant and administrative support roles.