Arwin Jay Gumagay

Client-focused Virtual Assistant with 5+ years of experience in appointment setting, technical support, service dispatch, and healthcare recertification management. I help businesses run smoothly by handling the behind-the-scenes tasks that keep operations moving — accurately, efficiently, and professionally.

Skilled in CRM platforms, Google Workspace (Docs, Sheets, Gmail, Calendar), dispatch and scheduling systems, outbound/inbound calling, email and calendar management, and Medicaid recertification processes. Experienced working across home warranty, internet services, and healthcare industries.

What I bring to your team:

✔ Dispatch & Scheduling — Coordinating technicians, assigning work orders, and ensuring timely service completion

✔ Technical Support — Troubleshooting devices, networks, and connectivity issues with a 95% satisfaction rate

✔ Appointment Setting — High-volume outbound calling, vendor coordination, and escalation management

✔ Healthcare VA — Medicaid recertification tracking, document submission, and member outreach

✔ CRM & Admin — Real-time data entry, record management, and cross-team communication

Known for staying calm under pressure, meeting service-level targets, and delivering results in fast-paced environments. I take ownership of my work and consistently go above and beyond to support clients and teams.

Available for full-time or part-time remote roles. Let's connect and discuss how I can add value to your business!

Virtual Assistant | Dispatcher - Max Pro Locksmith

(2026-01)

Managed service requests via phone, SMS, and email while dispatching locksmith technicians based on location and urgency. Tracked job progress, provided real-time updates to customers, and ensured clear communication between clients and technicians. Maintained organized records using Google Sheets and other tools while supporting smooth and efficient daily operations.

• Improved dispatch efficiency by assigning jobs quickly, reducing technician idle time.
• Maintained clear communication with customers and technicians, leading to high customer satisfaction.
• Successfully managed multiple service requests daily while ensuring accurate scheduling and timely responses.

SPSCS-Recertification Specialist - Outsource USA - HealthCare VA

(2025-08 - 2026-01)

An SPSCS-Recertification Specialist's responsibilities involve managing the Medicaid recertification process for individuals, including tracking patient coverage, submitting renewal applications, maintaining active patient rosters, and providing member outreach and engagement to ensure continuous coverage.

• Successfully recertified 95–100% of assigned accounts each cycle by ensuring all documents were submitted accurately and on time.
• Reduced application errors by 30% through review and communication with clients.
• Consistently exceeded monthly recertification targets by managing a high-volume caseload with strong attention to detail.

Appointment Setter - Choice Home Warranty

(2025-03 - 2025-07)

I specialize in outbound communication within a dispatch escalation environment, focusing solely on coordinating with vendors and technicians to ensure timely service completion. My responsibilities include reaching out to service providers to confirm availability, assigning urgent work orders, and following up on delays or unresolved tasks. I am skilled at delivering clear and concise instructions, maintaining a calm and professional tone, even in high-pressure or time-sensitive situations.

I ensure all interactions are accurately documented in CRM and dispatch systems in real time. With strong attention to detail, time management, and a solutions-oriented mindset, I help drive efficient field operations and support a smooth service experience for customers, indirectly through effective coordination and escalation management.

• Managed high-volume outbound calls to assign technicians and confirm appointments. This helped reduce response times and minimize missed service windows.
• Resolved over 100 customer escalations every month. This ensured fast turnaround times and strengthened overall client retention.
• Recruited and onboarded over 50 qualified technicians outside the existing network. This expanded service coverage and accelerated job fulfillment for major home warranty clients.

Technical Support Representative - L1 POC - High Speed Internet Support Inc.

(2020-01 - 2025-02)

Technical support agents deal with issues and complaints from clients regarding their personal computers, laptops, smartphones, gateways, and routers. Helping customers connect their devices to the wireless network while providing rapid, intelligent assistance; additionally, assisting clients in maintaining 100% excellent client service.

• Resolved over 1,000 customer issues monthly with a 95% satisfaction rate.
• Consistently achieved an average rating of 4.8 out of 5 across all client service evaluations.
• Increased wireless connectivity success rate by 20% within six months by guiding customers through optimized setup processes.

Bachelor of Business Management - Business Management - Cotabato MedicalFoundationCollege Inc. (2015-06 - 2019-04)