Maria L.
Mid-Level Appointment Setter
Open to offersNew to PlatformAbout
Maria L. is a seasoned professional with extensive experience in the BPO, healthcare support, and manufacturing sectors. Currently serving as an Appointment Setter at LinkedVA Services, she coordinates patient scheduling and manages communications for NILA Clinic, utilizing her expertise in Customer Experience & Service Excellence. Previously, Maria held the position of Quality Analyst at Fusion BPO Services, Inc., where she conducted audits, delivered QA reports, and supported operational improvements through detailed feedback and performance monitoring. Her background also includes roles as a Senior Customer Service Associate and Product Specific Trainer, where she oversaw training sessions and managed escalated customer concerns. Earlier, she operated and maintained complex machinery at Taiyo Yuden Philippines Inc., demonstrating strong Analytical Thinking and attention to detail.
Experience
Appointment Setter
LinkedVA Services · 2025 — PresentCoordinates appointments for new and returning patients at NILA Clinic. Responds to patient calls while managing records and accounts. Utilizes appropriate methods and tools to deliver accurate, valid, and complete information. Sends patient requests and communicates with preferred IPAs via email to the correct departments. Provides outstanding customer service with a positive and professional demeanor.Quality Analyst
Fusion BPO Services, Inc. · 2022 — 2025Conducts audits, averaging three audits per agent weekly. Prepares comprehensive QA reports that include feedback, recommendations, and identifies key error drivers. Engages in monthly and quarterly business reviews, presenting the team's performance, metrics, and areas needing improvement. Analyzes client escalations to uncover gaps and perform root cause analyses. Supports Operations by giving timely feedback and submitting coaching requests.Senior Customer Service Associate
Fusion BPO Services, Inc. · 2021 — 2022Handles inbound and outbound calls to resolve member issues and escalations. Manages supervisory calls and provides timely updates on unresolved matters to ensure follow-through. Applies soft-saving techniques to retain members by addressing their concerns and emphasizing service value.Product Specific Trainer (Flex Role)
Telephilipines, Inc. · 2020 — 2021Facilitates communications and product-specific training sessions for newly hired employees. Regularly submits end-of-day reports to track the performance of new hires. Develops training materials to effectively guide training sessions. Conducts both virtual and in-person training classes.CSR/MET
Telephilipines, Inc. · 2018 — 2020Manages supervisory calls, delivering updates on unresolved issues for effective follow-through. Reviews pending applications for prospective members. Makes outbound calls to update members on previously pending concerns. Discusses eligibility and insurance benefits while processing cancellations and refund requests.Machine Operator
Taiyo Yuden Philippines Inc. · 2010 — 2017Operates complex machinery to ensure high product yield and quality output. Delivers detailed daily downtime reports, assisting technicians in evaluating machine performance. Conducts minor repairs on machines to maintain the flow of production.
Skills & Expertise
Education
- SBO Special AwardeeSan Jose National High School · — — 2008
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