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Customer Service & Support Specialist with 10+ years of client-focused experience
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Competencies
Provided assistance and support to clients across multiple industries, ensuring customer satisfaction.
Excellent verbal and written communication skills demonstrated through client interactions, team coaching, and legal support.
Led teams, organized workflows, and implemented knowledge bases to improve team efficiency and information accessibility.
Proficient in Excel, managing reports, and utilizing various communication and scheduling tools.
Supported attorneys with legal research, document preparation, and case organization.
Education
Languages
Summary
Experienced in providing high-quality customer assistance, team leadership, and legal support across various sectors.
Key Achievements
- Optimized procedural resources for premium customer service at Toys R Us.
- Created projects to address service deficiencies while working at Remitly.
- Developed analytical criteria to improve decision-making processes at SITEL NICARAGUA.
Experience
Customer Service Representative
Assistance provided for 3 North American companies, including MoneyGram and Capital One bank., Developed analytical criteria in decision making., Optimized procedural resources for premium customer service at Toys R Us.
Risk Investigator (French & English Assistance)
Mitigated transactions to prevent potential fraud., Monitored calls in French to ensure correct decision-making by agents., Created projects to address service deficiencies.
Team Leader for the Company Monat
Planned, organized, and communicated team information., Implemented knowledge base for user-friendly access., Coached team members to improve performance.
Virtual Assistant and Quality Analyst
Managed emails, scheduled appointments, and handled phone calls., Monitored interactions across chat, email, and calls., Created monthly reports for performance analysis.
Scheduler Specialist
Provided live answering service for patients., Scheduled appointments and collected billing information., Handled patient inquiries and built relationships.
Intake Specialist
Assisted attorneys with legal research and document preparation., Organized case files and communicated with clients., Helped prepare for trials and hearings.