Status: Open for part-time work

Jerome “Rome” Layague

Virtual Assistant for research, documentation, and multimedia support — built on a technical support and healthcare-compliance background.

📍 Metro Manila, Philippines 🕐 Part-time / flexible hours 💼 Currently Product Support IV at MiniMed
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Overview

Precision from healthcare support. Range from creative work.

I've spent the last four-plus years inside healthcare technical support — most of it as 1 of just 7 Serious Adverse Event (SAE) Specialists company-wide at Dexcom. SAE cases cover serious adverse events and death cases: the most critical, highest-stakes work in the company, where a missed detail in documentation could affect a regulatory report filed with the FDA. That's the standard of accuracy I bring to everything I do.

Outside of that, I design presentation decks in Canva, edit video, do voice over, and have hands-on experience researching products and suppliers for Amazon FBA. I take on part-time virtual assistant work around my regular schedule — bringing the same accuracy to research and admin tasks that I've applied to serious, high-stakes documentation.

4+ yrsHealthcare tech support
1 of 7Company-wide Serious Adverse Events Specialists
100%CSAT & QA scores on record
2 CliniciansCommended documentation accuracy

Work history

Case log

Every role, filed like the tickets I've spent years closing. Tap a case to open the full record.

CASE #VA-2026-04 · PRODUCT SUPPORT
Product Support IV MiniMed
June 2026 – Present
Ongoing +
  • Take live calls from patients living with diabetes, providing real-time support on insulin pump programming — a highly technical process where getting a setting wrong can directly affect someone's health.
  • Support the full MiniMed pump lineup and all compatible sensor systems — a broader technical scope than a single-device platform, covering pump programming, bolus wizard setup, and basal/bolus configuration across multiple product lines.
  • Guide patients through infusion set and reservoir setup and troubleshooting across device types.
  • Walk patients through companion mobile applications and website features tied to pump and sensor systems.
  • Assist with general troubleshooting and coordinate device replacement requests.
CASE #DX-2022-01 · SAE / COMPLIANCE
Technical Support II / Subject Matter Expert Dexcom Philippines
July 2022 – May 2026
Resolved +
  • Provided omnichannel support — chat, back-office ticket resolution, and voice calls — across the full case lifecycle.
  • Selected as 1 of 7 Serious Adverse Event (SAE) Specialists company-wide, handling serious adverse events and death cases requiring the highest level of accuracy and discretion.
  • Maintained a 100% audit call score across SAE case handling.
  • Commended by two clinicians for documentation accuracy in SAE and death case investigations conducted via email — refining case narratives before submission to the FDA by clarifying and correcting details missed by technicians and supervisors.
  • Awarded the Spotlight Award (1 of a 7-person team) for accuracy and performance in SAE case handling.
  • Communicated directly and regularly with clinicians based in San Diego, USA via email and Microsoft Teams meetings to gather case details and clarify medical information.
  • Involved in training new hires on SAE case handling, and conducted roadshows to supervisors and managers on SAE processes and best practices.
  • Authored knowledge base articles on SAE and death case procedures, and contributed to SAE training material development.
  • As SME, contributed to internal improvement projects including the Update Request Priority Team, Inquiry Remediation, CWP, and PPAP initiatives.
  • Prior to the SME role, consistently ranked among top performers in the cluster as Technical Support Representative I, achieving 100% QA scores and 100% customer satisfaction survey ratings.
CASE #CG-2022-01 · RECORDS
Healthcare Records Specialist Cognizant — Cigna Healthcare Account
January 2022 – April 2022
Resolved +
  • Managed a daily caseload of patient records requests within a strict 3-month project deadline.
  • Conducted outbound calls and coordinated with hospitals and clinics via phone, email, and fax to obtain complete records.
  • Handled follow-ups and escalations when requests were delayed across departments.
  • Maintained accuracy and consistency despite high volume and tight turnaround requirements.
CASE #AMZ-2021-01 · LOGISTICS
Customer Support Associate Amazon — Logistics Operations
October 2021 – December 2021
Resolved +
  • Supported customers and delivery drivers to resolve delivery issues in real time.
  • Coordinated with internal logistics teams and delivery partners to handle exceptions.
  • Managed high-volume inbound/outbound communication in a fast-paced environment.
CASE #EVAS-2021-01 · FBA RESEARCH
Amazon FBA Researcher & Product Analyst Emporium Virtual Assistance Services (EVAS)
April, 2021 – September, 2021
Resolved +
  • Researched winning products and low-cost suppliers for Amazon FBA using Helium 10 and Jungle Scout.
  • Analyzed candidate products against sourcing criteria and profit potential before recommending them for listing.
  • Worked as a part-time Virtual Assistant, applying the same research discipline later carried into healthcare documentation work.
CASE #FI-2020-01 · ACCOUNTING
Accounting Staff Fromacion Incorporated
September, 2020 – January, 2021
Resolved +
  • First professional role, taken on during the pandemic.
  • Supported basic accounting and bookkeeping tasks.

Foundation

Education & training

Cum Laude
BS Office Administration — Carcar City College, Cebu
OJT
Department of Justice (DOJ)
OJT
Development Bank of the Philippines (DBP)

Capabilities

Skills & tools

What I can put to work for you, grouped the way I'd hand off a case.

Soft skills

Clear communication with clinicians & stakeholders Training & mentoring new hires Public speaking & event hosting Fast learner / adaptable Attention to detail Deadline-driven, works well under pressure Positive, collaborative team presence

Technical skills

Documentation & research

Documentation review & QA Case investigation Escalation handling SOP & decision-tree process mapping Knowledge base authoring Training material development Amazon FBA product/supplier research

Creative & content

Canva design PowerPoint & Prezi Video editing Voice over Basic graphic design

Tools & software

CRM & contact center

Oracle Cloud Service (OSC) Salesforce SAP Finesse NICE Genesys

Research tools

Helium 10 Jungle Scout

Productivity, project & collaboration

Microsoft Excel / Word / PowerPoint Outlook OneNote SharePoint Zoom Google Workspace Discord Calendly Monday.com Slack

AI tools

ChatGPT Claude

Evidence attached

Proof of work

Real samples, not just claims — screenshots, decks, and clips from actual work.

Certificates & recognition

Award Spotlight Award certificate
Spotlight Award
Dexcom recognition certificate
Certificate Cum Laude diploma or certificate
Cum Laude diploma
Carcar City College, Cebu

Canva designs

Canva Canva presentation deck sample
Engagement deck sample
Canva design for a company townhall or event
Canva Canva design sample two
Design sample
Add a caption for this piece

Commendations

Screenshot First clinician commendation screenshot
Clinician commendation
Documentation accuracy recognition — Clinician 1
Screenshot Second clinician commendation screenshot
Clinician commendation
Documentation accuracy recognition — Clinician 2

LinkedIn Recruiter Outreach

Throughout my career, I have received multiple unsolicited recruitment inquiries through LinkedIn for specialized roles. Selected examples are shared below with personally identifiable information redacted for privacy purposes.

LinkedIn LinkedIn recruiter outreach screenshot
Recruiter interest
Inbound message from a LinkedIn recruiter
LinkedIn LinkedIn recruiter outreach screenshot two
Recruiter interest
Inbound message from a LinkedIn recruiter

Sample videos

Video
Dexcom Engagement 2026
I produced and edited the video presentation by curating company-provided photos and video materials into a polished and engaging visual narrative. My role involved organizing the content, enhancing its presentation, and delivering a cohesive final product that effectively showcased the event for the entire site.
Video
Dexcom Townhall Canva Deck
This was a company town hall presentation for which I created the entire slide deck. It was a last-minute assignment that I completed within a 30-minute timeframe.
Disclaimer:
"Portfolio sample created for an internal company event. Media assets were provided by the company/client and are displayed solely for demonstration purposes. Identifiable faces, names, and other sensitive information have been blurred, altered, or anonymized to protect privacy and maintain confidentiality."

On record

Highlights

2026
#1 Training Rank
MiniMed — combined assessment, verbalization, recitation, behavior & work ethics score
Dexcom · 2022–2026
Spotlight Award
Recognition, 1 of a 7-person SAE team
Dexcom · 2022–2026
100% Audit Score
Across SAE case handling
Dexcom · 2022–2026
2 Clinicians
Directly commended for documentation accuracy
Dexcom · Tech Support Rep I
100% / 100%
QA score and CSAT rating
College
Flat 1 Grade
Business Law & Taxation — hard work, resilience, consistency
College
Cum Laude
Carcar City College, Cebu

Off the clock

Fun facts about me

Status: Open for part-time work

Have a task worth filing?

Available for part-time virtual assistant work alongside my current role at MiniMed — best suited for flexible, project-based, or after-hours support rather than full-day availability.

Research & documentation Canva design Video editing & voice over Amazon FBA research Admin support