Shanlien J.
Junior Virtual Assistant
Open to offersNew to PlatformAbout
Shanlien J. T. is a seasoned Virtual Assistant and Customer Support professional with a background in healthcare and technology. With a Bachelor of Science in Nursing from De La Salle Lipa, Shanlien has leveraged her healthcare knowledge to manage patient scheduling and eligibility verification at MedSpecialized Inc. Her proficiency in data entry and management is evident from her roles at Stripe and SunPower, where she handled extensive customer interactions and supported solar device troubleshooting. At Saiberassist, she excelled as a team leader, overseeing operations and conducting coaching to enhance performance. Her comprehensive experience in the healthcare sector at Wellcare included managing client support and training agents on product knowledge and insurance processes. Throughout her career, Shanlien has demonstrated strong skills in calendar management, utilizing tools like Zendesk, Salesforce, and Microsoft Teams to ensure effective and efficient service delivery. She holds multiple certifications, including HIPAA Training, which highlights her dedication to compliance and quality service.
Experience
Virtual Assistant (Team Leader)
Saiberassist · 2025 — 2026Oversaw daily operations and ensured team performance targets were met, tracked performance metrics, conducted coaching sessions, addressed technical issues, and acted as a liaison between management and team members. Monitored interactions for quality assurance and provided feedback.Customer Support
SUNPOWER · 2024 — 2024Managed inbound and outbound calls and provided chat support to homeowners, handling troubleshooting for solar devices and monitoring. Escalated cases to the technical team for on-site visits and services. Utilized tools like Zendesk and Microsoft Teams.Virtual Assistant & Scheduler
MEDSPECIALIZED INC.- NORTHEAST OBGYN · 2023 — 2024Scheduled patient appointments through EMR/EHR with preferred providers, handled cancellations and rescheduling requests from patients, created new patient records, checked eligibility status, and submitted claims and authorizations for medical services. Worked with NextGen Healthcare and eClinicalWorks EMR.Customer Support
STRIPE · 2021 — 2023Handled email, chat, and phone communications for customers via Salesforce, answered inquiries about payment processors, processed KYC account verification documents, and performed troubleshooting for card readers through phone support. Used tools such as Zendesk, Salesforce, and Slack.Sales Associate
FREELANCE · 2020 — 2021Client Support & Trainer
WELLCARE · 2017 — 2020Conducted cold calling to prospective customers seeking healthcare plans, engaged customers to up-sell and cross-sell, and re-assessed policy needs of existing clients after life events. Utilized Ring Central for communications.Client Support & Supervisor
WELLCARE · 2016 — 2017Managed agents' KPIs and scheduled team meetings regarding performance metrics, attended client calls, monitored live interactions, and conducted call listening sessions to assess agents’ customer handling skills and product knowledge.Customer Support
WELLCARE · 2015 — 2016Handled inbound and outbound calls from patients inquiring about healthcare benefits, verified patient eligibility, conducted insurance verifications, checked claims status, filed appeals for denied claims, and processed authorizations for medical services and pharmacy medications.
Skills & Expertise
Education
- Bachelor of Science in NursingDE LA SALLE LIPA · 2009 — 2013
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