Hire the Best Homisco Fluency Specialists

🚀 Need someone who can improve your customer experience and keep your support team performing at its best? I've got you covered. 📌 Senior Customer Experience & Quality Operations Specialist with 12+ years of experience in Customer Service, Quality Assurance, Sales, Technical Support, and Operations. 📌 Helping businesses deliver exceptional customer experiences through quality monitoring, process improvement, coaching, and world-class customer support. ⭐ HOW I CAN SUPPORT YOUR BUSINESS ⭐ 🎧 CUSTOMER SERVICE & CUSTOMER EXPERIENCE Deliver professional and empathetic customer support through phone, email, and live chat while creating positive customer experiences. Experienced in handling billing concerns, order inquiries, technical support, escalations, and customer retention. 📞 INBOUND & OUTBOUND CALLING Confident in handling inbound customer inquiries, outbound follow-ups, appointment confirmations, lead qualification, and customer outreach. Skilled at building rapport and creating meaningful conversations with customers. ✅ QUALITY ASSURANCE & QUALITY OPERATIONS Monitor and evaluate voice, email, and chat interactions, identify coaching opportunities, ensure compliance with SOPs, and provide actionable feedback that improves team performance and customer satisfaction. 🔍 ROOT CAUSE ANALYSIS & PROCESS IMPROVEMENT Analyze recurring customer issues, identify trends, perform Root Cause Analysis (RCA), and recommend improvements that reduce customer pain points and increase operational efficiency. 📈 COACHING & PERFORMANCE IMPROVEMENT Support team development through coaching sessions, quality calibrations, refresher training, and performance feedback that drives continuous improvement. 🗂️ ADMINISTRATIVE & OPERATIONAL SUPPORT Assist with CRM management, documentation, reporting, order processing, scheduling, and workflow management to keep daily operations organized and running efficiently. 🛠️ TOOLS & PLATFORMS I USE 💬 Customer Support & Communication -Gorgias -Zendesk -Aircall -Slack -Google Workspace -Microsoft Outlook -Zoom -Microsoft Teams -Aircall 🔒 eCommerce, CRM & Business Operations -Shopify -Google Sheets -Microsoft Excel -HubSpot -Zenbooker -MaidCentral -ServiceTitan 📊 Quality & Operations -Quality Audits -Root Cause Analysis (RCA) -Quality Calibration -Quality Scorecards -SOP Documentation -KPI & Performance Reporting -Hubstaff -Salesforce 🌎 INDUSTRIES I'VE SUPPORTED 🏦 Banking & Financial Services 🛒 eCommerce & Retail 💻 SaaS 🏥 Healthcare 📞 Customer Support & Contact Centers 💼 Sales & Business Development 🏠 Home Improvement Services 🏆 WHY CLIENTS CHOOSE TO WORK WITH ME ✔ 12+ Years of Professional Experience ✔ Customer Service Expert ✔ Quality Assurance Specialist ✔ Inbound & Outbound Calling ✔ Phone, Email & Live Chat Support ✔ Strong Problem-Solving Skills ✔ Excellent Written & Verbal Communication ✔ Fast Learner & Detail-Oriented ✔ Reliable, Professional, and Results-Driven 🤝 LET'S WORK TOGETHER! Whether you need a Customer Support Specialist, Quality Assurance Analyst, Customer Experience Professional, or someone who can improve your operations while delivering exceptional customer service, I'm here to help. 📩 Send me a message, and let's discuss how I can help your business succeed!

I help MSPs keep their service desk moving: tickets resolved and escalated properly, clients answered clearly, and the messy tribal knowledge turned into SOPs and documentation the whole team can actually use. I have spent 10+ years inside MSP operations for US companies: helpdesk L2/L3, escalations, system administration (Microsoft 365, Active Directory, Windows Server, VMware), backup and BCDR, and the toolchain you already run: ConnectWise Manage, Control, and Automate, IT Glue, HaloPSA, NinjaOne, Datto, Meraki, SentinelOne, Proofpoint, Okta. On Upwork that adds up to 6,700+ verified hours and $70K+ earned across 17 jobs, including a 2,290-hour engagement where the client's parting words were that I had become the escalation point for their team. At my last long-term MSP role I was promoted to team lead within 3 months and ran a pod of 4 technicians. My recent MSP work has also continued as direct hires beyond the platform, most recently with a security-focused MSP. Documentation and process work is where I have gone deepest recently. At a security-focused MSP, my role included writing SOPs, documenting processes, and working with management on standards and process improvement. I did this work well before AI existed. Today I also run AI-assisted workflows I built myself (for triage notes, documentation drafts, reporting, and repetitive admin), which means the same documentation cleanup gets done faster and more consistently. I run my own IT services business on these workflows every day, so this is working practice, not theory. What I can take off your plate: - L2/L3 technical support, ticket triage, escalation handling, client-facing updates - SOP writing, process documentation, knowledge base cleanup (IT Glue and similar) - Microsoft 365, Active Directory, endpoint, and backup administration - Network troubleshooting: firewall, VPN, DNS, DHCP, connectivity - AI-assisted documentation and reporting workflows inside your existing tools Practical details MSPs usually ask about: I work US business hours comfortably (years of night-shift experience), and my home office is built for reliability: a high-spec desktop with three monitors plus a MacBook as a backup machine, two independent internet lines (fiber and Starlink), and UPS power backup. If you need someone who can hold the line on tickets today and leave your documentation better than they found it, send me a message.

With 5 years of experience supporting U.S. Medical Practices and 3 years in Real Estate Finance, I bring reliability, attention to detail, and a genuine passion for helping leaders focus on what they do best while I take care of the rest. Here's how I can support you: MEDICAL ADMINISTRATIVE ASSISTANT * **Patient Coordination** 1. Patient registration and scheduling 2. Appointment confirmations 3. Responding professionally to patient inquiries 4. Following up with new patient leads * **Insurance & Billing** 1. Insurance verification 2. Prior authorization requests and verification 3. Medication prior authorizations 4. Claims follow-up and denial resolution 5. Charge posting and superbill review 6. HCPCS, ICD-9/10, and modifier validation 7. EOB and payment research through Availity, Optum, Cigna, and other payer portals 8. Provider credential verification (Tax ID, NPI, Billing Address) * **Administrative Support** 1. Email and fax management 2. Pharmacy communication for prescription requests 3. Maintaining organized and accurate patient records 4. Keeping providers on track with daily priorities **Specialties I've Supported** 1. Behavioral Health / Mental Health 2. Doctor's Clinics 3. Nurse Practitioner Offices 4. Endocrinologist 5. Diabetes Educator 6. Pharmacy 7. Insurance Company (Blue Cross and Blue Shield) **Software Experience** 1. IntakeQ 2. Spruce Health 3. Availity 4. Office Ally 5. CoverMyMeds 6. MDToolbox 7. Service First 8. TherapyNotes 9. Facets 10. Find a Doctor 11. AdvanceMD 12. RingCentral 13. AthenaOne **Insurance Carriers I've Worked With** 1. BCBS 2. Anthem 3. Aetna 4. Medicare 5. Medicaid 6. UnitedHealthcare/Optum 7. Cigna 8. Magellan 9. Superior Health Plan 10. Humana 11. Kaiser 12. Regence 13. OHP/OHA 14. CareOregon 15. Oregon Behavioral Health ================================================================ REAL ESTATE ADMINISTRATIVE ASSISTANT 1. Lease Abstraction 2. Invoice Processing 3. Reports (Variance Reports, Payment History, etc) 4. Accounts Payable 5. Accounts Receivable 6. Invoice Creation 7. Portfolio Management 8. CAM Reconciliation 9. Bookkeeping Beyond my technical skills, I pride myself on being dependable, detail-oriented, and easy to work with. I communicate clearly, learn new systems quickly, and genuinely enjoy finding ways to improve workflows. If I don't know something, I ask questions, learn fast, and make sure I get it right the first time. I firmly believe that quality always comes first, and I strive to build lasting relationships based on trust, consistency, and excellent service. My mission is simple: to help your company run smoothly. I would be honored to become a long-term member of your team and look forward to the opportunity to discuss how I can contribute to your company. Thank you for your time and consideration. I am your Virtual Assistant, and I'm ready to make your job lighter.

List of the software/services I am familiar with: ✅ Industries I have worked with: • MSP • E-Commerce (Data Analytics) for Software • Customer Service • Medical Billing Services ✅ MSP Tools I have used (recent to previous): • HaloPSA (CRM) • ScreenConnect, NinjaRMM (RMM) • Cytracom (VoIP) • Windows365 (VDI) • KaseyaBMS (CRM) • Kaseya VSA (RMM) • Ring Central (SoftPhone) • AWS (VDI) • ConnectWise (CRM) • ConnectWise Automate (RMM) The applications above are the most recent ones that I have used. Here are the scopes I have covered: ✅ Windows OS troubleshooting and Patch installation updates. ✅ Active Threat, Virus & Ransomware Idea removal. ✅ NAS Synology administration, Installation and Troubleshooting, Folders/Files Management ✅ Printer setup, MFP management troubleshooting ✅ Remote Desktop troubleshooting, Remote Desktop (cloud troubleshooting) ✅ Active Directory Administrator ✅ Backup troubleshooting – Acronis, Windows Backups, Veaam Backups, Replibit Team Leader | Campaign/Account/Client Management: ▚ Metrics Monitoring Management ▚ KPI Management, QBR (Quarterly Business Review) ▚ NPS (Net Promoter Score) builder ▚ Survey Monkey Management If you think I am a good fit for your campaign or company, I'm looking forward to be working with you.

Hello! I’m a Top Rated Plus Xactimate Estimator with a proven track record of delivering accurate, timely, and budget-conscious estimates. My primary goal is to support restoration and construction professionals by providing realistic and reliable estimates that align with project goals and insurance requirements. I’m committed to high-quality, detail-oriented work and maintaining strong communication with my clients to ensure every project moves forward smoothly and efficiently. ✅ Software & Tools I Use: Xactimate Symbility Matterport Docusketch Roofr EagleView JobNimbus Salesforce DASH Encircle CompanyCam XactAnalysis Whether you're a contractor, adjuster, or restoration firm, I’m here to help streamline your estimating process and make sure your documentation is clean, compliant, and claim-ready.

Hello! I’m Lani Bacaling, an experienced Bookkeeper and Accountant with over 10 years of freelancing experience serving clients across the United States, Australia, Canada, Europe, and Asia. I am proficient in various accounting software platforms, including QuickBooks Online, QuickBooks Desktop, Xero, and Wave. Throughout my career, I have helped businesses maintain accurate financial records, streamline accounting processes, and produce reliable financial reports that support informed decision-making. Educational Background * Bachelor of Science in Business Administration, Major in Accounting * Master in Public Administration * Lawyer Professional Strengths * Full-Charge Bookkeeping and Accounting * Financial Statement Preparation and Reporting * Bank and Credit Card Reconciliations * Budgeting and Forecasting * Bookkeeping Cleanup and Catch-Up * Audit Review and Support * Data Migration * Third-Party Application Integration * Troubleshooting Accounting Issues * Financial Analysis and Reporting I am highly organized, detail-oriented, trustworthy, and committed to maintaining the highest level of confidentiality and integrity. My strong analytical and problem-solving skills enable me to identify and resolve discrepancies efficiently while improving financial controls and processes. Services I Offer ✔ Maintain accurate financial records and transactions ✔ Financial Statement Preparation and Reporting ✔ QuickBooks Setup and Optimization ✔ Bookkeeping Cleanup and Catch-Up ✔ Audit Review and Support ✔ Budgeting and Forecasting ✔ Data Migration ✔ Third-Party App Integration ✔ Account Reconciliations ✔ Troubleshooting and Financial Process Improvement I am a fast learner, hardworking professional, and dedicated to delivering high-quality work. I am available to work 40 hours per week or more, and I can accommodate both EST and PST time zones. If you think we’re a good fit, feel free to send me a message or schedule a call. I look forward to helping your business achieve its financial goals. Let’s talk! Lani Bacaling