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Competencies
Proven ability to lead, coach, and coordinate teams to improve productivity and service quality.
Extensive experience handling inbound calls, resolving issues, and maintaining high customer satisfaction.
Strong organizational abilities, managing multiple tasks and schedules efficiently in dynamic environments.
Fluent in English and Spanish, providing seamless support and communication across diverse clients.
Education
Languages
Summary
Dedicated virtual assistant professional with over 4 years of leading support teams, managing customer inquiries, and streamlining operations in healthcare and service industries. Skilled in leadership, communication, and multitasking in dynamic environments.
Key Achievements
- Led a team of 13 scheduling agents, improving efficiency and communication for a neurological institute.
- Managed customer inquiries and appointments, ensuring high satisfaction and confidentiality in healthcare settings.
- Supervised virtual support operations, implementing coaching strategies that enhanced team performance.
Experience
VIRTUAL ASSISTANT REPRESENTATIVE
Handled inbound calls through Workiz and Zoom for customers seeking locksmith services.. Assisted customers by providing information, scheduling appointments, and coordinating service requests with field technicians.. Managed incoming calls for junk removal services in the Miami, Florida USA.
VIRTUAL ASSISTANT SUPERVISOR
Supervised a team of 13 scheduling agents supporting a neurologist of the Neurological Institute of Los Angeles.. Provided coaching and guidance to agents on weekly and monthly processes to ensure efficiency and compliance.. Conducted daily and weekly client meeting calls to review scheduling and operational performance across five clinics.. Monitored and reported agent performance metrics to the client.
VIRTUAL ASSISTANT REPRESENTATIVE
Provided customer support, handling patient inquiries and resolving issues.. Safeguarded confidential patient information by accurately entering and maintaining data within a secure CRM system.. Managed inbound and outbound phone calls, as well as follow-up emails.. Assisted with prior authorizations by verifying and compiling required documentation.
CUSTOMER SERVICE REPRESENTATIVE
Provided customer support as an agent, managing high volume of incoming calls.. Assisted as the main point of contact during times when supervisors were unavailable.. Handled customer concerns, resolved service issues, and supported team communication.