Laura - VIRTUAL EXECUTIVE ASSISTANT

Demonstrated experience with Organization.

Demonstrated experience with Teamwork.

Demonstrated experience with Meeting Deadlines.

Demonstrated experience with Critical Thinking.

Demonstrated experience with Problem-Solving.

Managed the onboarding process for new clients, ensuring seamless enrollment in additional services and maintaining accurate records in SharePoint and Capsule.. Oversaw all client services to ensure compliance with agreements, regularly updating the SharePoint Task Tracker and coordinating through Zendesk tickets to manage new services and leads efficiently.. Proactively communicated updates in Slack, collaborated with sales contacts, and focused on building out SharePoint and Task Tracker for effective onboarding and setup of new services.

Evaluated call quality within the US Market by providing written feedback, analyzing trends, offering improvement tips, and identifying key focus areas.. Managed escalated situations by providing solutions, tracking financial transactions, and granting exceptions when needed to ensure customer satisfaction.. Assisted guests with cruise details, managed account balances and payments, multitasked efficiently, and updated passenger bookings to ensure a seamless experience.

Managed customer accounts by checking balances and dues, reviewing contracts, handling renewals and cancellations, and maintaining service level agreements (SLAs).. Conducted quarterly reviews to ensure compliance with SLAs and to monitor overall account health and performance.. Collaborated with Client Managers in the sales department to address customer needs, resolve issues, and ensure smooth operations.

Managed remote patient monitoring programs for cardiac patients, including patient registration, insurance verification, device scheduling, and technical support, ensuring seamless program operations.. Utilized EHR systems for accurate data entry, client request management, and maintaining up-to-date patient records in a high-volume, fast-paced environment.. Collaborated cross-functionally with internal teams and external clients to troubleshoot issues, optimize workflows, and deliver exceptional support services.

Managed detailed intake calls with pre-qualified leads, assessing eligibility for mass tort cases, and ensuring accurate documentation in the case management system.. Handled complex or escalated inquiries, delivering clear resolutions and maintaining a strong client-centric approach.. Supported quality assurance through case audits, error tracking, and root-cause analysis.. Assisted in onboarding and coaching new intake agents, reinforcing best practices and operational standards.