Bilingual professional with over 10 years in customer service, operations management, and legal support, leveraging technology to streamline processes and improve efficiency.
Implemented automation tools to streamline workflows and reduce administrative workload.
Trained and managed teams across different roles, boosting efficiency and adherence to standards.
Delivered high-quality support maintaining high satisfaction rates and resolving complex issues.
Handled legal documentation, streamlining presentation processes and supporting firm operations.
Soul Matters - Visionary Law Firm
Led firm relaunch by integrating advanced docketing tools and automating processes, improving workflow efficiency by 30%., Managed executive scheduling and communications, achieving a 20% improvement in operational efficiency., Implemented automation tools, reducing administrative workload by 25%., Streamlined documentation and presentation preparation, enhancing day-to-day operations.
Relay Delivery Inc (Tech Startup)
Advanced from part-time ticket agent to Manager in just one year, spearheading a 25% increase in business growth within the Philadelphia region., Trained and led a team of 12, resulting in a 15% improvement in team efficiency., Developed comprehensive training materials and streamlined onboarding processes using advanced project management tools, significantly boosting team performance and adherence to standards., Designed and implemented training programs, improving team efficiency and compliance with operational standards., Played a key role in managing tickets and facilitating B2B onboarding, ensuring smooth transitions for new clients., Worked closely with the sales department during product launches and new customer introduction days, contributing to successful market entries.
BlackHawk Network Services
Delivered exceptional support through email, chat, and ticketing systems, maintaining a 95% customer satisfaction rate., Managed sensitive customer interactions, ensuring compliance with company policies and enhancing user experience., Resolved complex customer issues, contributing to the company's reputation for excellence., Experienced in managing high-stress situations, ensuring composure and professionalism under pressure.
Technical Degree
High School Degree
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Skilled in various technical tools including Windows, Linux, SQL, Python, and legal software for process enhancement.
OneCall/Cognizant
Efficiently scheduled patient appointments, ensuring seamless coordination of care and reducing wait times by 15%., Resolved real-time issues for injured workers using medical terminology, improving patient satisfaction scores by 20%., Maintained accurate patient records in compliance with healthcare standards, safeguarding sensitive information., Collaborated with medical providers and internal teams to streamline operations and enhance patient experiences.
AT&T DirecTV at Convergys
Achieved top performance rankings by exceeding upselling targets and delivering excellent customer service., Applied advanced service techniques to enhance customer retention and satisfaction, contributing to a 95% retention rate., Handled high volumes of calls with professionalism, resolving complex issues effectively and on time.
Teleperformance (FedEx Account)
Delivered exemplary customer service to local and international clients, ensuring adherence to service quality standards., Specialized in complex issue resolution as a Customer Advocate, successfully handling high-stress situations with a 98% resolution rate., Developed expertise in call management and multitasking, consistently meeting and exceeding Key Performance Indicators., Experienced in managing high-stress situations, ensuring composure and professionalism under pressure while assisting with package x-rays and screening process when helping customers with lost and found packages.
