Experiencia demostrada en Email & Chat Support.
Experiencia demostrada en Social Media Management.
Experiencia demostrada en CRM Management.
Experiencia demostrada en Email Communication.
Wuffes
Handled over 200+ customer interactions daily through email, chat, and social media platforms (Facebook & Instagram), maintaining a 96% customer satisfaction score., Managed comments, DMs, and post replies using Meta Business Suite, ensuring timely, helpful, and brand-aligned responses., Monitored a private Facebook group with 10K+ members, moderating content and managing member approvals to uphold community standards., Escalated product or service issues to relevant teams and contributed to process documentation to streamline support., Updated internal response templates and FAQs to improve efficiency and reduce average response time.
Homecare Bosses United
Scheduled and confirmed 100+ appointments weekly via CRM and email for multiple healthcare clients, ensuring optimal calendar coordination., Followed up on leads via email, reducing no-shows and improving lead conversion by 20%., Managed multiple inboxes, tagged communications, and maintained clean records within GoHighLevel CRM., Assisted with pre-call research and client notes to streamline follow-ups and client readiness., Reported scheduling trends and challenges to leadership to optimize workflows.
Alco Windows & Doors
Managed over 20 appointment bookings per week for the sales team using custom CRM tools, focusing on email and SMS-based confirmations., Updated and maintained accurate customer records, appointments, and lead tracking across platforms., Created weekly appointment reports that helped the team analyze success rates and conversion trends., Handled inbound support inquiries via email, triaging or escalating issues to relevant teams., Prioritized back-office work while coordinating with cross-functional teams to ensure timely communication.
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Experiencia demostrada en Claims Processing.
Sutherland
Provided back-office support to healthcare providers by researching and updating claims, authorizations, and benefits details via secure systems., Communicated primarily through internal platforms and email to verify eligibility and payment timelines., Logged and coded service requests in compliance with HIPAA and insurance regulations., Collaborated with billing teams to ensure accurate updates on patient records and case tracking., Maintained detailed call notes and provided claims analysis support to team leaders.
Teleperformance
Tracked overdue payments, prepared repayment plans, and coordinated follow-ups through email and SMS platforms., Located and contacted delinquent clients, ensuring accurate documentation of communication and repayment terms., Entered repayment agreements into CRM and monitored compliance through system-generated reports., Created weekly performance summaries to help improve recovery rates and reduce churn., Maintained confidentiality and professionalism when dealing with sensitive customer financial information.
Sitel
Delivered customer support via email, live chat, and social platforms, assisting with billing, troubleshooting, and product usage., Resolved 100+ tickets daily, often requiring multi-channel investigation and follow-up., Created and managed internal documentation for recurring issues, reducing team resolution time by 15%., Monitored Facebook page comments and inbox messages, ensuring consistent brand messaging., Logged all interactions into Zendesk and provided insight on frequent issues to help improve service offerings., Coordinated shipment tracking and updated delivery statuses in the company’s CRM, supporting a fast-paced transportation team., Created and processed documentation (invoices, shipping labels, packing slips), ensuring compliance with U.S. regulations., Communicated with carriers and clients via email, managing ETAs, delays, and route adjustments., Used Excel and custom tracking systems to maintain accurate records of inventory and delivery schedules., Identified delays and trends in logistics reports to support strategic decisions.
