Kem Oyl Nooky Alutaya

KEM OYL NOOKY ALUTAYA - •- Virtual Assistant Dedicated customer service and administrative professional with 4+ years of combined experience in customer support, team leadership, and data management. Proven track record of delivering exceptional service, resolving complex issues, and ensuring operational efficiency. Served as an assistant team leader, mentoring colleagues and optimizing workflows, while excelling in data entry, record maintenance, and system updates with meticulous attention to detail. WORK EXPERIENCE Resident Eye Care Associates Virtual Assistant • Remote • Full-time Nov 2023 - Apr 2025 Supported ophthalmology practice by managing patient data, insurance workflows, and clinical documentation with a focus on accuracy and compliance. • Managed 50+ daily inbound/outbound calls to schedule appointments, resolve missing document issues, and process payments, achieving a 95% on-time scheduling rate. • Verified patient eligibility and compliance via external databases, reducing errors by 20% over 6 months. • Entered 100+ weekly client records into internal systems with 99% accuracy, ensuring real-time data availability. • Updated 200+ monthly patient statuses based on real-time data, improving workflow efficiency by 15%. • Maintained daily logs with 100% accuracy, streamlining audit processes for the team. Optum Subject Matter Expert (PA) • Cebu City • Full-time Nov 2020 - Nov 2023 Led team performance and process improvements for prior authorization workflows in a healthcare contact center. • Mentored 15+ team members monthly on call handling and product knowledge, improving resolution rates by 25% in 6 months. • Collaborated in 40+ strategy meetings annually to implement process improvements, boosting team productivity by 18%. • Monitored team KPIs (QA, attendance, AHT) weekly, contributing to a 10% increase in overall performance within 1 year. • Analyzed 500+ monthly call logs via PowerBI to identify trends, reducing average handle time by 12%. • Updated Excel trackers with week-to-date/month-to-date stats, saving 5+ hours weekly in manual reporting. Customer Service Representative • Cebu City • Full-time Processed prior authorization requests for insurance providers, ensuring timely approvals and compliance. • Processed 50+ prior authorization requests daily with 99% accuracy, ensuring timely insurance approvals. • Documented 100+ weekly cases in CRM systems, maintaining 100% HIPAA compliance for 12+ months. • Flagged 50+ incomplete cases weekly for follow-up, cutting resolution time by 20%. • Reduced case backlog by 30% in 3 months by implementing a color-coded Excel tracking system. Teleperformance Customer Sales Representative • Cebu City • Full-time Nov 2019 - Jun 2020 Delivered high-volume booking and customer service for a global hospitality brand. • Resolved 95% of customer complaints on the first call by leveraging active listening and problemsolving skills. • Handled 60+ daily inbound calls for hotel bookings, achieving a 90% conversion rate. • Used persuasive sales techniques to secure booking confirmations from callers. • Upsold amenities/packages to 30% of callers, increasing average booking value by $25. Amazon Amazon Product Researcher • Remote • Freelancer Nov 2018 - Nov 2019 Drove sales growth and operational efficiency for Amazon sellers through data-driven product optimization and inventory management. • Optimized 50+ product listings, increasing visibility by 40% and sales by 25% in 6 months. • Managed inventory for 20+ SKUs, reducing stockouts by 15% through analytics-driven forecasting. • Conducted competitor analysis for 50+ products weekly, adjusting pricing and promotions to boost sales by 20% in Q3 2019. EDUCATION Bachelor of Science in Computer Engineering STI College Surigao • Surigao Jan 2019 CERTIFICATIONS Virtual Assistant Oct 2023 - Oct 2023 Virtual Assistant Sep 2023 - Sep 2023 VA Of The Future Ready To Round SKILLS • Attention ​to ​Detail • Data ​entry • Email ​Management Languages • English • Taglaog • Organizational ​&​​ Time ​Management • Phone ​Answering ​&​​ Call ​Routing • Problem-​Solving • Strong ​Written ​&​​ Verbal ​ Communication • Time ​Management ​&​​ Prioritization