Dedicated bilingual professional with extensive experience in customer support, team training, scheduling, and marketing. Proven track record of enhancing customer satisfaction and operational efficiency in remote and on-site roles.
Proficient in resolving customer issues efficiently via phone, chat, and email, ensuring high satisfaction.
Skilled in bilingual communication, training, and providing clear guidance to clients and team members.
Experienced in managing calendars, appointments, and coordinating medical and administrative tasks.
Capable of analyzing issues swiftly and implementing effective solutions in high-pressure environments.
Cloudstaff
Scheduled and coordinated Qualified Medical Evaluations (QME), managing calendars for attorneys, medical providers, and clients.. Conducted outbound calls to confirm, reschedule, and follow up on appointments, reducing no-show rates.. Handled sensitive legal and medical information with strict confidentiality and accuracy.. Maintained updated records and case notes within internal scheduling and administrative systems.
Foundever
Providing customer support for the ADP campaign, assisting customers with banking-related account issues and mobile application inquiries while ensuring accurate, secure, and efficient resolution.. Assisted customers with bank account access issues, transaction inquiries, and application-related problems.. Provided clear and accurate information regarding account details, balances, and basic banking functionalities.. Investigated the root cause of reported issues by reviewing account activity and system information.. Delivered effective and timely solutions, ensuring customer understanding and satisfaction.. Escalated complex cases requiring further review or higher-level support following established procedures.. Documented all interactions and resolutions accurately in internal systems while adhering to security and compliance guidelines.. Maintained a professional, calm, and empathetic approach when handling sensitive financial concerns.
TaskUs
Provided expert guidance and training to a team of 12 agents, improving performance and adherence to company policies.. Monitor daily performance and resolve tool-related issues, contributing to a 10% improvement in team efficiency.. Contributed to process improvements, reducing handling time for complex inquiries by 5-10%.. Maintained QA and customer satisfaction scores above 90%, ensuring high service quality.
High School Diploma And Technical Degree in IT
Bachelor's Degree in Industrial Engineering
English Proficiency Certificate
Leadership Course
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Able to design and execute marketing strategies that drive customer engagement and sales growth.
TaskUs
Resolved 80% of customer issues on the first contact, reducing follow-ups and enhancing customer experience.. Handled up to 40 calls per day, efficiently addressing inquiries, complaints, and account concerns.. Trained new team members on best practices, boosting team productivity and adherence to standards.. Maintained QA and CSAT scores above 90% consistently.
Colsubsidio
Deliver engaging and interactive online English classes to groups of 10–15 students of varying proficiency levels.. Design customized lesson plans that support language acquisition and skill progression.. Monitor student performance and provide individualized feedback, leading to a 20% improvement in average test scores.. Use diverse teaching methodologies and tools to boost participation and maintain high student retention rates.
Coomeva Medicina Prepagada
Negotiated payment arrangements and settlements to help customers manage outstanding balances.. Maintained a 90-100% customer satisfaction score, ensuring a positive sales experience.. Assisted customers in understanding their financial obligations and provided accurate payment information.
Shopping Center and Chain Store
Developed and executed marketing campaigns that increased store foot traffic by 25% and boosted monthly sales by 15%.. Conducted market analysis to tailor strategies based on consumer behavior, improving campaign targeting and ROI.. Designed promotional materials and managed social media content, resulting in a 30% increase in online engagement.. Coordinated with sales teams to ensure consistency between in-store promotions and digital advertising efforts.
