Joshua Lloyd Ravelo. Customer Service VA

// about me

I live in the moments
most VAs dread

The irate customer. The billing dispute that has been open for three days. The refund request that could go either way. The back-to-back calls on a Monday morning with 80 tickets in the queue.

I spent years in BPO environments handling fintech and healthcare clients where one wrong answer had real consequences. That shaped how I work. with precision, patience, and a genuine drive to make the person on the other end feel like their problem actually mattered.

I was ranked among the lowest Average Handle Time agents on my team. Not by rushing. By actually knowing what I was doing.

Work With Me

🏦

Fintech Support. Movate

Handled high-volume inbound support for fintech customers. billing disputes, account issues, transaction concerns. Top KPI performer with perfect attendance across the tenure.

🏥

Healthcare Support. Teleperformance

Assisted healthcare policyholders with claims, benefits, and billing inquiries. Accuracy was not optional. real people, real consequences, zero room for error.

⚙️

Tech-Savvy by Nature

Worked in AI operations testing unreleased apps and training AI systems to behave like real humans. New tools are not a problem. I adapt fast and perform faster.

// real scenarios. real resolutions.

What it looks like
when I handle it

These are the kinds of conversations that make most people nervous. I handle them before lunch.

Unauthorized Transaction. Fintech

Fintech

Customer

There's a charge on my account I didn't make. $240. I need this reversed NOW or I'm filing a dispute with my bank.

Joshua

I completely understand your concern and I'm taking this seriously. I can see the transaction you're referring to. Let me place a temporary hold on your account right now to prevent any further charges while we investigate. I'm also initiating a dispute on your behalf. you'll receive a confirmation within the hour and a full resolution within 3–5 business days. Is there anything else on your account you'd like me to review while I have you here?

Outcome: Dispute filed. Account secured. Customer retained. ✓ Resolved

Denied Claim. Healthcare

Healthcare

Patient

My insurance denied my claim again. This is the second time. I already paid out of pocket and no one is helping me. I'm exhausted.

Joshua

I hear you, and I'm sorry you've been going through this. being denied twice while paying out of pocket is genuinely frustrating. I've pulled your claim history and I can see what's happening. The denial is due to a missing pre-authorization code from your provider's end, not an issue with your coverage. I'm flagging this for our appeals team right now and sending you a step-by-step guide on what your provider needs to submit. You shouldn't have to fight this alone.

Outcome: Root cause found. Appeals process initiated. ✓ Resolved FCR

Double Charge. Fintech

Fintech

Customer

I was charged twice for the same transaction. Fix it or I'm switching banks. I'm serious.

Joshua

You're right to flag this. I can confirm there are two identical charges from yesterday. I've already initiated a reversal on the duplicate. It will be back in your account within 24–48 hours depending on your bank's processing time. I'm also adding a note to your account so this is tracked. You won't need to follow up. I'll make sure it lands. Is there anything else I can sort out for you today?

Outcome: Reversal processed. Churn prevented. ✓ Retained

Benefit Confusion. Healthcare

Healthcare

Patient

I don't understand why my deductible restarted. I thought it carried over. My doctor said I should have coverage but the bill says otherwise.

Joshua

Great question. this is a really common source of confusion. Your deductible resets at the start of each plan year, which in your case was January 1st. The visit your doctor mentioned was from December so it counted toward last year's deductible. The bill you received is correct, but here's the good news: you're only $180 away from meeting this year's deductible after which your plan covers 80%. I can walk you through your remaining benefits right now if that helps.

Outcome: Confusion cleared. Trust built. No escalation. ✓ De-escalated

Account Cancellation. Fintech

Fintech

Customer

I want to cancel my account. I've been a customer for 3 years and I'm just not happy with the fees anymore.

Joshua

Three years is a long time and I want to make sure we're not losing you over something we can fix. The fee structure actually changed last quarter. long-term customers like yourself qualify for our loyalty rate which reduces monthly fees by 40%. I can apply that to your account right now. Would it be worth taking a look before we close everything out? If after that you still want to proceed, I'll handle the closure for you personally, no hassle.

Outcome: Cancellation saved. Loyalty rate applied. ✓ Retained

Escalation Threat. Healthcare

Healthcare

Patient

I've called four times about this. Nobody does anything. I want a supervisor. This is unacceptable.

Joshua

You have every right to be frustrated. calling four times for the same issue is not okay and I'm not going to give you another runaround. I'm looking at your case history right now. I can see exactly what happened and why it didn't get resolved. I'm going to own this and fix it myself rather than transfer you again. Give me five minutes on this call and I'll have a concrete answer for you. If I can't resolve it fully today, I will personally follow up with you by tomorrow at noon. You have my word.

Outcome: Escalation absorbed. Issue owned and resolved. ✓ De-escalated

// what i bring

Built for the hard stuff

The skills that matter when a customer is unhappy and your reputation is on the line.

📞

Phone & Email Support

High-volume inbound support across phone and email channels. Clear, empathetic, and always on brand. even at ticket 80 of the day.

🎯

First-Contact Resolution

I resolve issues the first time. No bouncing tickets. No follow-up calls. Customers get answers, not "I'll get back to you."

🔥

Escalation Handling

The frustrated customer who has called four times. The threatened chargeback. The angry review about to go public. I absorb these and turn them around.

💳

Billing & Account Management

Disputes, double charges, denied claims, deductible confusion. I navigate complex billing issues with accuracy and patience.

⚡

Fast Personal Workflows

I build my own systems to move faster without dropping quality. Documented as one of the lowest AHT agents on my team. consistently.

🛠️

Tool Adaptability

Client360, Saleor, Google Workspace, Slack, Notion, Loom and more. New platform? Give me 48 hours.

// tools & platforms

Client360 Saleor Google Workspace Microsoft 365 Slack Microsoft Teams Zoom Loom Discord Notion Calendly Canva ChatGPT Gemini Claude

The Last VA
Your Customers Ever Complain About

I live in the moments
most VAs dread

What it looks like
when I handle it

Built for the hard stuff

No excuses. No interruptions.

Your customers deserve
someone who actually cares

The Last VAYour Customers Ever Complain About

I live in the momentsmost VAs dread

What it looks likewhen I handle it

Built for the hard stuff

No excuses. No interruptions.

Your customers deservesomeone who actually cares

The Last VA
Your Customers Ever Complain About

I live in the moments
most VAs dread

What it looks like
when I handle it

Your customers deserve
someone who actually cares