Ulises - Case Handler

Demonstrated experience with Campaign Optimization.

Demonstrated experience with Data-Driven Decision Making.

Demonstrated experience with Troubleshooting.

Demonstrated experience with Customer Service.

Assisted Case Managers by coordinating medical care for personal injury clients.. Managed up to 100 active cases simultaneously, identifying clinics, scheduling appointments, and ensuring continuous treatment follow-up.. Requested medical reports and billing statements from healthcare providers.. Coordinated additional medical services based on physician recommendations to ensure continuity of care.. Ensured all treatment milestones and documentation were completed before presenting the case to the attorney.

Provided timely, personalized support to advertisers on the platform, assisting with campaign setup, payment processing, account verification, and troubleshooting ad creatives.. Guided clients through compliance requirements, platform policies, and creative guidelines to ensure successful ad placements.. Collaborated with internal teams to resolve complex issues related to ad delivery, targeting, and campaign performance.. Educated customers on the CPM model, auction-based bidding systems, targeting options, and campaign optimization strategies.

Conducted vertical and country-level market research to determine optimal budget allocation.. Performed keyword research using Google Ads Keyword Planner.. Created video ads using CapCut and developed ad copy for TikTok campaigns.. Launched and optimized advertising campaigns while analyzing performance to improve ROI.

Provided technical support for Microsoft devices.. Diagnosed and resolved hardware and software issues.. Assisted customers with device setup, troubleshooting, and product guidance.

Responded to customer inquiries via email and resolved issues related to Cash App accounts.. Handled banking-related concerns efficiently while maintaining high service standards.. Provided real-time support via chat, resolving customer issues quickly and accurately.. Maintained high customer satisfaction through timely responses.. Provided direct support to frontline email, chat, and call agents handling escalations.. Authorized sensitive actions such as account closures, refunds, and interaction termination when required.. Managed escalations by equipping agents with the tools and permissions necessary to resolve complex cases.

Served as the first point of contact for prospective and existing clients, providing professional and empathetic customer service via phone, email, and text.. Managed a high volume of inbound and outbound communications while maintaining confidentiality and professionalism.. Scheduled consultations, medical appointments, and follow-up calls, coordinating with attorneys, case managers, clients, and medical providers.. Collected, verified, and organized client documentation, including identification, insurance information, HIPAA authorizations, police reports, medical records, and case-related evidence.. Updated and maintained accurate client records and case information in the firm's case management system.. Monitored case progress, requested missing documentation, and followed up with clients and third parties to ensure timely completion of required tasks.. Prepared and sent client correspondence, document requests, and status updates while ensuring accuracy and attention to detail.. Assisted attorneys and case managers with administrative support, document organization, and workflow coordination to keep cases moving efficiently.

Coordinated medical appointments based on Lien agreements.. Assisted Case Managers by coordinating medical care for personal injury clients.. Managed up to 100 active cases simultaneously, identifying clinics, scheduling appointments, and ensuring continuous treatment follow-up.. Requested medical reports and billing statements from healthcare providers.. Ensured all treatment milestones and documentation were completed and shared with the case manager.