Dedicated professional with over 8 years of experience in customer service, technical support, operations, and logistics. Proven ability to enhance customer satisfaction and operational efficiency in diverse sectors.
Extensive experience in delivering high-quality bilingual support across diverse industries and client needs.
Proficient in diagnosing and resolving technical issues in software, hardware, and networking environments.
Fluent in English and Spanish, providing seamless support and communication in multicultural contexts.
Experienced in managing logistics and operational procedures in airline ground handling and warehouse settings.
Digitys
Manage high-volume caseloads involving Short-Term Disability (STD), Long-Term Disability (LTD), and Family Leave requests, ensuring full compliance with corporate policies and legal regulations.. Review and verify complex medical records from hospitals, clinics, and insurance providers to ensure all rigorous documentation requirements are met prior to case approval.. Facilitate 'Accommodations' requests by coordinating ergonomic adjustments, specialized equipment, lighting modifications, and rest period schedules to ensure employee safety and station efficiency.. Consistently meet and exceed performance metrics of 7+ completed tasks and calls per hour through effective multitasking and high-speed processing.. Serve as the primary liaison between employees, Human Resources, and external medical providers, maintaining constant communication through the A to Z internal portal.. Oversee critical case data, including disability start and end dates, return-to-work schedules, and real-time case updates within specialized management systems.. Perform hardware and software diagnostics to resolve VPN connectivity issues and ensure seamless operational flow between departments.. Prioritize urgent administrative tasks and incoming inquiries to maximize daily office efficiency and reach departmental goals.
Nearlinx
Streamlined the lifecycle of repair tickets, ensuring data accuracy and timely resolution to minimize operational downtime.. Provided high-tier English/Spanish support for a diverse client base, managing high-volume inbound and outbound communications with professional precision.. Diagnosed and resolved complex service issues through proactive analysis, consistently achieving high rates of first-contact resolution.. Resolved billing discrepancies and managed account inquiries to ensure transaction accuracy and client satisfaction.. Improved service delivery by thoroughly auditing ticket documentation and optimizing internal communication workflows.. Consistently monitored personal delivery metrics to ensure alignment with departmental goals for response time and service quality.. Contributed to the internal knowledge base by documenting recurring technical issues and their resolutions to assist in team-wide troubleshooting.. Acted as a point of contact for complex service requests, coordinating with technical teams to ensure commitments and timelines were met.. Partnered with various internal departments to resolve multifaceted account issues, fostering a solution-oriented team culture.
Technical Diploma
Technical Diploma
Highschool Diploma
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Skilled in outbound sales and negotiation, improving collection rates and customer retention.
VMware
Delivered high-level bilingual technical support and consulting for global customers and partners, utilizing Zoom, email, and internal communication channels to ensure seamless service delivery.. Managed the full lifecycle of complex IT tickets using Salesforce (Classic and Lightning), including the creation, monitoring, and resolution of Tier 1 licensing issues, system bugs, and child cases.. Authorized and empowered third-party resellers by managing their professional profiles, monitoring certification lifecycles, and providing strategic guidance on mandatory training tracks to maintain licensing eligibility.. Designed and implemented a comprehensive onboarding program for new hires, creating standardized documentation in OneNote for Salesforce workflows, licensing protocols, and archival procedures.. Performed deep-dive analysis and troubleshooting for licensing bugs and account discrepancies, reviewing related cases to provide scalable solutions and improve system reliability.. Acted as a primary guide for customers on the sales platform, providing navigational support to locate products and ensuring a frictionless purchasing and licensing experience.. Maintained up-to-date expertise in Cloud Computing, Virtual Machines (VMs), Automation, and Robotics through continuous certification and training on the VMware internal learning platforms.. Successfully navigated and supported operational workflows during the high-stakes corporate transition from VMware to Broadcom, ensuring business continuity and alignment with new process structures.. Led new project initiatives and cross-departmental meetings to update IT processes, fostering collaboration between technology teams and the licensing department.
Dialog Direct
Delivered high-quality support for Sears home insurance clients, ensuring seamless communication and maintaining high satisfaction ratings.. Efficiently managed and scheduled complex appointments for insurance technicians, optimizing daily routes and reducing service wait times.. Conducted consistent follow-ups on insurance claims and service cases, resolving blockers swiftly to meet client expectations.. Reviewed and verified insurance policy details to ensure requested repairs were within coverage limits and met corporate guidelines.. Maintained accurate records of service calls and technician feedback within the CRM to ensure a reliable audit trail for insurance claims.. Acted as the first point of contact for dissatisfied clients, de-escalating issues through effective problem-solving and clear policy explanation.. Collaborated with dispatch and technical teams to ensure real-time updates were provided to homeowners regarding their service status.
CSI, INC
Managed high-volume outbound collections for Capital One, focusing on delinquency reduction and account recovery.. Negotiated and designed customized short-term and long-term payment plans, balancing client financial capacity with corporate recovery goals.. Executed all collection activities in strict accordance with financial regulations and banking privacy standards (TCPA/FDCPA-style guidelines).. Evaluated cardholder accounts to determine the most effective resolution strategy, ensuring accurate data entry for credit reporting.. Applied advanced de-escalation techniques to handle sensitive financial conversations, maintaining brand reputation while securing payment commitments.. Maintained meticulous records of every transaction and payment agreement to ensure a clear audit trail for financial compliance reviews.. Analyzed account history and payment patterns to identify the best time for contact, improving successful resolution rates.
Sykes
Delivered high-quality service to both retail and wholesale customers, managing a diverse portfolio of AT&T telecommunications products and services.. Diagnosed and resolved hardware and software issues for smartphones and mobile devices, improving device uptime for end-users.. Provided specialized troubleshooting for DirecTV equipment, guiding customers through signal restoration and hardware configuration.. Identified opportunities to upgrade customer plans and services, aligning product features with client needs to drive revenue and loyalty.. Logged detailed incident reports and resolution steps within the CRM to ensure continuity for repeat service requests.. Consistently met performance targets for Average Handle Time (AHT) and First Call Resolution (FCR) in a fast-paced technical environment.. Managed billing inquiries and service activations, ensuring account data matched the technical services provided.
Interairport services-Swissport
Managed ground handling and departure operations for Tier-1 airlines including British Airways, Iberia, and Albatros, ensuring strict adherence to international aviation standards.. Performed rigorous reviews of international emigration and travel documentation to ensure 100% compliance with border security and airline legal requirements.. Acted as the Landing and Departure Flight Manager, coordinating all ground-to-air activities to meet tight 'turnaround' schedules and minimize flight delays.. Executed complex e-bookings for international round-trip itineraries, managing seat inventory and passenger manifest data with high accuracy.. Served as the Cleaning Operations Manager, supervising third-party service crews to ensure aircraft met international safety and hygiene standards within strict time windows.. Served as the primary bilingual point of contact between flight crews, airport authorities, and international passengers to resolve operational blockers in real-time.. Monitored ramp safety and landing protocols, ensuring a secure environment for passengers and personnel during high-traffic periods.
