Nancy M.
Mid-Level Virtual Assistant and Appointment Setter
Open to offersNew to PlatformAbout
Nancy M. is a seasoned Virtual Assistant and Cold Caller with a comprehensive background in sales and customer service. Currently, at Mentor Capital Midwest, LLC, she strategizes and performs targeted outbound cold calling campaigns to engage distressed homeowners and transform prospects into valuable pipeline leads for foreclosure advocacy. Her proficiency with Podio enables her to meticulously manage call logs, lead status updates, and consumer insights, ensuring accuracy and efficiency. With a solid 15-year track record in high-volume outbound sales, Nancy has displayed remarkable skills in Lead Qualification and Appointment Scheduling. Her tenure at companies like FIS Global Solutions and Humana involved leadership roles, where she excelled in operational management and team coaching. Nancy’s comprehensive experience extends to utilizing platforms such as Salesforce and Zendesk, showcasing her adeptness in CRM management within the financial services and telecommunications spaces. Her educational background in Electronics and Communications Engineering underpins her technical troubleshooting skills, bringing a unique blend of technical and customer-focused expertise to her role.
Experience
Cold Caller / Appointment Setter, Virtual Assistant
Mentor Capital Midwest, LLC · 2025 — PresentConduct targeted outbound cold calling campaigns aimed at distressed homeowners to create warm pipeline leads. Address objections using persuasive, well-structured scripts to qualify potential clients for foreclosure advocates. Oversee real-time calendar bookings to ensure effective scheduling and smooth handoffs to the advocate team. Document call tracking data, lead statuses, and consumer behavior insights within the Podio CRM database.Remote Reservation Specialist
HotelPlanner.com · 2023 — 2025Engaged in remote reservation tasks.Operations Team Member
TSI | Philippines (On-site) · 2022 — 2023Assisted customers with broadband and digital phone line configuration issues from start to finish. Conducted foundational internet architecture diagnostics and technical troubleshooting for client lines. Offered structured support services, technology alignment solutions, and specialized functional assistance. Managed incoming inquiries, facilitated room modifications, and processed system-wide reservations. Oversaw customer billing data, verified payments, and handled cancellations.Team Supervisor
C3 / Everise · 2016 — 2022Provided supervision as a fast-track promotion from CSR & SME. Handled team operations and management tasks.Senior Customer Service Representative
FIS Global Solutions Phils., Inc. · 2011 — 2015Managed frontline customer interactions, including financial account updates and identity verification. Achieved a promotion to Team Coach within the first year by demonstrating high compliance and accuracy. Oversaw and coached operational agents, focusing on call de-escalation.Team Supervisor
Humana-HCPRDirected operations and managed specialized agents responsible for medical prior authorization requests. Engaged in intensive inbound and outbound communications with clinics, doctors, and insurance providers regarding approval statuses. Organized and verified clinical documentation for prior authorization requests to ensure compliance with standards. Monitored team performance while enforcing strict healthcare data privacy in line with HIPAA compliance and successfully handled escalated cases.
Skills & Expertise
Education
- BS Electronics and Communications Engineering (Undergraduate)FEATI University · 1993 — 1995
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