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Click here or scroll down to respond to this candidateCandidate's Name
PROFILEResults-driven professionalwith over 13 years of extensiveBPO experience, and diverseskills in customer service, sales,retention, legal assistant,medical billing, and customersuccess. Proven track record ofdelivering exceptionalperformance and drivingpositive outcomes in high-pressure environments. Adeptat cultivating strong clientrelationships, resolvingcomplex issues, andconsistently exceeding targets.Possesses a comprehensiveunderstanding of industry bestpractices and a commitmentto continuous improvement.Exceptional communication,problem-solving, andmultitasking abilities make fora valuable asset in providingoutstanding service andachieving organizational goals.CONTACTPHONE:PHONE NUMBER AVAILABLEEMAIL:EMAIL AVAILABLEmLinkedin Profile:HOBBIESPlay video GamesSpent time with familyWatch SportsEDUCATION1994 - 2002Bachelor DegreeUniversidad Nacional de Ingenieria (UNI)2002 - 20085th year CompletedAmerican Nicaraguan SchoolEnglish Proficiency FluentSpanish Proficiency - FluentWORK EXPERIENCE1. 05/2023 to 05/2024 Customer Success Supervisor Accedo Technologies(Elsevier)Ensure client satisfaction and retention. Responsible for developing and implementing customer success strategies, conducting performance assessments, and fostering strong relationships with key clients. Tasked with overseeing the resolution of customer issues, driving product adoption, and collaborating with cross-functional teams to enhance the overall customer experience. Coaching and Feedback to agents to increase overall performance. Monitoring and auditing to keep consistency, Administrative tasks and payroll issues. 2. 07/2022 to 05/2023 Medical Billing Team Lead. Accedo Technologies(GoHealth UC)Ensured adherence to coding standards, and maintaining compliance with healthcare regulations. Managed and optimized revenue cycle processes, from claim submission to payment posting, to maximize financial outcomes. In charge of 15 agents whom I have to provide regular feedback and coaching to keep performance and meet KPIs metrics. 3. 01/2019 to 07/2022 Senior Legal Assistant Accedo Technologies(Johnson Law Group)Supported attorneys and legal teams in various capacities. Proficient in conducting legal research, drafting legal documents, and managing case files to ensure accuracy and compliance. Tasked with providing administrative support, organizing legal documentation, and facilitating communication between clients, attorneys, and relevant stakeholders. Expertise in a lifecycle of a case from the intake stage to Settlements, Research medical records from facilities and clients to determine proof of damage.4. 01/2017 to 01/2019 - Sales Agent Team Leader Convergys/Concentrix(Sprint)Demonstrated excellent interpersonal and persuasive skills. Proficient in identifying customer needs, articulating product/service benefits, and closing deals to drive revenue growth. Elevated to a leadership role, I successfully transitioned from a sales agent to a team leader, overseeing and motivating a high-performing sales team. Responsible for setting sales targets, providing guidance on effective sales strategies, and conducting regular performance reviews. Collaborated with team members to identify training needs5. 07/2011 09/2016 - Customer Service Agent Technical Support Retention Agent(Cricket, Capital One)Addressed customer inquiries, concerns, and issues. Strived to provide a positive experience, offering assistance, guidance, and solutions to enhance customer satisfaction and loyalty. As tech support, resolving technical issues and troubleshooting problems related to products or services. overcoming challenges, ensuring the smooth functioning of technology. Retention I focused on retaining existing customers by understanding their needs, addressing concerns, and promoting the value of continued engagement with a product or service. SKILLS90%95%90%90%95%95%95%TeamWorkAttention toDetailsProblem SolvingCommunicationSkillsOfficeRelationshipBuildingOnboarding |
