Donnabelle Antonio – General Virtual Assistant

Hi! My name is Donnabelle Antonio; you can call me Donna. I’m happily married and a mother to two lovely daughters and seven furbabies. Allow me to tell you why hiring me would be a benefit to your organisation.

I worked as a medical VA for more than a year for a US company that helps patients book their online mental health appointments with psychotherapists. My primary role was to ensure that patients sent all the required information so I could finalize their appointments. I handled mostly text messages but also managed inbound calls to assist patients with their inquiries, concerns, or complaints and made outbound calls to follow up with patients who needed to confirm their appointments with their therapists.

Before this role, I worked as a Customer Service Representative in a US healthcare account for seven years, assisting patients and providers over the phone or via email with their claims and benefits inquiries, authorisation and appointment scheduling requests, and other ad hoc tasks such as sending an explanation of benefits letters and providing online assistance.

I also spent three years working with ANZ Global Services, handling administrative tasks as a New Business Officer under the bank’s insurance side of the business. I was responsible for case management and processing new insurance business applications from entry to policy issuance. This included email management, scheduling applicants for their medical exams, and preparing cancellation letters and amended policy terms as determined by the underwriter. I also worked as a Customer Service Consultant under the Pension and Investment side of the ANZ business before transferring to the Insurance Department. As a Customer Service Consultant, I was consistently nominated and recognised for achieving the highest adherence rate and a perfect quality score while receiving commendations from both internal and external customers.

My supervisors and colleagues always said that I am highly dependable and possess a strong sense of responsibility. This is because I can work with minimal supervision. Additionally, I always view the company’s goals and objectives as my own and work towards achieving these goals. I believe this is one of the reasons why I received a commendation specifically from an internal customer, who happened to be the bank’s relationship manager, for going above and beyond my duties and responsibilities.

I excel at problem-solving and building relationships with clients while maintaining strict adherence to data privacy legislation. I always find ways to satisfy clients’ requests without compromising quality. Most importantly, I keep my customers’ needs and expectations in mind whenever I address their concerns, so they don’t need to reach out again for follow-ups or additional information.

If you’re looking for a results-driven, customer service-oriented, and empathetic person, I’m the right person for the job. Thank you for taking the time to read my application, and I look forward to meeting and working with you soon.

For a copy of Donnabelle’s resume please click here.