Wilmer A.

Wilmer D. Arnoco is a Healthcare Operations, Workforce Management, and Virtual Support professional with 9+ years of experience supporting US‑based healthcare, BPO, and enterprise environments. He brings a strong blend of healthcare domain expertise, data accuracy, and operational discipline, with hands‑on experience across patient care coordination, benefits verification, prior authorizations, real‑time operations, reporting, and executive support.

Currently serving as a Workforce Lead at TDCX, Wilmer oversees workforce planning and real‑time execution for 800+ headcount, optimizing staffing, shrinkage, and interval planning to meet service‑level targets. He has successfully reduced schedule adherence gaps by 10% and cut manual reporting effort by 30–40% through automation using Google Sheets and Excel, improving visibility and decision‑making for leadership and clients.

Previously, as a Real‑Time Analyst at both TDCX and OptumRx, Wilmer monitored multi‑queue environments, protected service levels within target ranges, and used tools such as NICE, Genesys, IEX, Tableau, and Salesforce to drive intraday performance and operational stability.

Wilmer also has deep healthcare operations experience from OptumRx, where he served as an Assistant Manager and Patient Care Coordinator, handling escalations related to pharmacy benefits, specialty medications, home delivery, and prior authorizations while maintaining full HIPAA and PHI compliance. His work contributed to a 10%+ improvement in First Call Resolution (FCR) and improved care continuity.

Earlier in his career, Wilmer built a strong customer service and sales foundation at Tech Mahindra, supporting Verizon Internet Services, exceeding sales targets, and earning recognition as a Top Sales Performer.

Known for accuracy, reliability, discretion, and proactive problem‑solving, Wilmer excels in remote, fast‑paced environments and is well‑equipped to support healthcare teams, executives, and operations leaders across US, UK, and AU time zones.