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Operations & Administrative Support Specialist with 5+ years in educational and healthcare sectors
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Competencies
Handled lead follow-up, client inquiries, and data tracking using HubSpot, ensuring timely and accurate communications.
Evaluated agent performance through QA frameworks, delivered feedback, and developed performance improvement plans.
Assisted in planning and coordinating educational projects, events, and marketing initiatives.
Prepared operational reports, maintained SOP documentation, and organized data for decision-making.
Provided back-office support for remote workflows, ensuring operational continuity and efficiency.
Summary
Detail-oriented operations specialist with over 5 years supporting educational institutions and healthcare providers. Expertise in CRM management, quality assurance, project coordination, and remote team support.
Key Achievements
- Supported educational project planning and digital presence enhancement at Escuela de Música de Bogotá, aligning content with institutional goals.
- Managed lead follow-up, appointment scheduling, and client data tracking in HubSpot, Square, and Google tools at Dharma Clinic.
- Monitored agent performance, prepared comprehensive reports, and developed performance improvement plans at Foundever.
Experience
Project Management Support
Support the planning and coordination of educational projects and institutional events, including Open House initiatives., Contribute to website design and digital presence, aligning content and structure with institutional goals., Assist in marketing and positioning strategies to connect the...
Lead Management & Operations Support
Manage lead follow-up and client inquiries through HubSpot, ensuring accurate qualification and timely responses., Coordinate appointment scheduling and track orders and client data using HubSpot, Square, Smartsheet, and Google Calendar., Prepare operational reports and maintain SOP documentation...
Call monitoring Specialist (Quality Analyst)
Monitor and evaluate agent performance using QA frameworks, ensuring compliance with quality standards and operational guidelines., Prepare weekly, monthly, and annual performance reports using Excel, Google Smartsheet, and Salesforce dashboards., Develop action plans and performance improvement...