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Director of Customer Care
Contacto
Competencias
Amplia experiencia en liderar equipos y optimizar procesos para mejorar la experiencia del cliente.
Experiencia en manejo de casos legales, verificación de seguros y coordinación con profesionales del sector.
Capacidad para supervisar, capacitar y motivar equipos multidisciplinarios en entornos dinámicos.
Excelente dominio del inglés y español para atención, coordinación y gestión en diversos sectores.
Experiencia en organización, bienvenida y satisfacción de huéspedes en entorno hotelero.
Educación
Idiomas
Resumen
Líder en atención al cliente y operaciones legales con habilidades bilingües, experiencia en gestión de equipos, casos legales y hospitalidad, enfocado en mejorar la experiencia del cliente y optimizar procesos.
Logros Clave
- Dirigió operaciones de atención al cliente en firmas legales estadounidenses, mejorando la eficiencia y satisfacción del cliente.
- Supervisó y capacitó equipos de hasta 3 profesionales, optimizando procesos de intake y onboarding.
- Gestionó casos de lesiones personales y compensación laboral, garantizando precisión y cumplimiento legal.
- Implementó sistemas de verificación de seguros y coordinación médica, reduciendo errores y tiempos de respuesta.
- Brindó atención bilingüe en hospitalidad, aumentando la satisfacción y fidelidad de huéspedes.
Experiencia
Director of Customer Care
Led Customer Care and Intake operations for a U.S. law firm.. Supervised and coached a team of 3 professionals.. Oversaw intake from consultation through case assignment.. Helped onboard approximately 60 new clients each month.. Verified liability and insurance coverage with adjusters.. Coordinated medical appointments and attorney handoffs.. Managed escalated client concerns and monitored KPIs.. Used Salesforce and Slack to drive communication and workflow.
Director of Customer Care
Led Customer Care and Intake operations for a U.S. law firm.. Supervised and coached a team of 3 professionals.. Oversaw intake from consultation through case assignment.. Helped onboard approximately 60 new clients each month.. Verified liability and insurance coverage with adjusters.. Coordinated medical appointments and attorney handoffs.. Managed escalated client concerns and monitored KPIs.. Used Salesforce and Slack to drive communication and workflow.
Intake Specialist
Oversaw intake from consultation through case assignment.. Verified liability and insurance coverage with adjusters.. Coordinated medical appointments and attorney handoffs.. Managed escalated client concerns and monitored KPIs.. Used Salesforce and Slack to drive communication and workflow.
Bilingual Representative
Provided departure and arrival schedules for GREYHOUND buses in the United States & Canada.. Sold bus tickets over the phone.. Maintained performance metrics and customer satisfaction standards.
Bilingual Representative - Customer Care
Handled AUTO-IN incoming calls, assisted customers with service requests.. Sold AT&T mobile plans in the United States.. Managed call quality metrics, completed training in Spam prevention, Phishing awareness, and information confidentiality.
Advisor and Waiter
Managed large groups of diners with high level of service and attention.
Advisor and Waiter
Managed large groups of customers, organized events with pre-established menus, delivered high-quality customer service.
Hoster and Guest Experience Coordinator
Organized, welcomed, and assisted guests in Spanish and English.. Managed check in, check out (used ZEUS Hotel management system, Inventories).. Ensured guest satisfaction and quality control.