I assist patients on their weight loss journey by managing back-office tasks, including order processing, billing support, lab coordination, and general assistance. My goal is to ensure a smooth and supportive experience for every patient.

I serve as a Customer Service Specialist. In this role, I focus on: Managing Phone Inquiries: Handling a high volume of inbound calls, providing prompt and effective assistance to individuals seeking support and guidance. Delivering Compassionate Service: Offering empathetic and understanding service to each caller, ensuring their needs are heard and addressed with care. Providing Accurate Information: Ensuring callers receive accurate and clear information about our services and resources available to them.

My primary responsibility was to lead the new hire process, ensuring that agents understood the importance of soft skills during customer interactions and could quickly improve their performance. I also played a key role in creating a safe environment that fostered talent retention and personal growth. In addition, I supervised and mentored the floor support team, helping them develop their leadership, management, and people skills to contribute more effectively to IGT's structure. My leadership style was characterized by a focus on empowering and motivating team members to achieve their full potential while also driving performance and meeting business objectives.

As a Business Coach for IGT, I designed and implemented a coaching program focused on improving soft skills and people skills for low-performance groups. Using a GROW matrix, I helped team members set and achieve their own goals, tracking progress and keeping them motivated throughout the process. My efforts resulted in significant improvements in customer satisfaction scores, with scores increasing by over 20 points in many cases, from an average of 70 to over 85. My work was recognized by senior executives at both the ckient and IGT, and I was commended for my ability to drive positive results while also fostering a supportive and engaging team environment.

I played a key role in ensuring a smooth onboarding process for new hires. However, due to the pandemic, my responsibilities expanded to include leading and managing teams of up to 35 people. I was the only staff member in the office most of the time and was responsible for supervising the team's performance, addressing any issues related to product knowledge or technical troubleshooting, and ensuring compliance with PCI, OSH management, and operation guidelines. Through effective management and leadership, I successfully guided the team to consistently meet performance targets and deliver exceptional customer service.

Managed customer accounts, resolved issues and concerns, and ensured customer satisfaction throughout the booking process.Maintained knowledge of industry trends and changes, airline schedules, and policies to better serve customers, having a Customer Satisfaction in 100% during 12 consecutive months. Worked collaboratively with team members to ensure a seamless customer experience and assist with complex customer issues.Provided exceptional customer service by answering customer inquiries and providing travel recommendations, including flights, and other travel products.Utilized various systems and tools to provide accurate and timely information to customers, including reservations systems, travel tools, and internal databases.

Built relationships with customers and ensured their safety and comfort during rides.Received consistently positive feedback for knowledgeable and engaging tour commentary.

Provided support and guidance to members, to help them navigate and understand their healthcare benefits.Collaborated with healthcare providers and insurance companies to facilitate timely and appropriate care for members.Assisted members with scheduling appointments, finding in-network providers, and resolving claims issues.Demonstrated strong problem-solving and critical-thinking skills to address members' concerns and inquiries.

Founded and operated a car wash business, overseeing daily operations and managing a team of 5 employees.Developed and implemented marketing strategies.Demonstrated strong leadership and communication skills in managing a team to provide excellent customer service.Utilized problem-solving and analytical skills to overcome challenges and ensure the smooth operation of the business.Developed a strong understanding of financial management and budgeting in order to ensure the profitability of the business.

Assisted with coaching and training of new hires, sharing best practices and providing feedback to support their development and success.Provided on-the-floor assistance to customer service representatives in resolving complex customer inquiries and issues.Ensured compliance with company policies and procedures, as well as quality and productivity standards.

Handled a high volume of inbound calls in a fast-paced environment, providing excellent customer service and resolving issues related to billing, service plans, and technical support.Demonstrated strong problem-solving skills, identifying and resolving customer issues promptly and effectively to ensure high levels of customer satisfaction and retention.Participated in ongoing training and development to stay up-to-date on company products, policies, and procedures, as well as industry trends and best practices.Consistently met or exceeded individual and team performance metrics, including call quality, and customer satisfaction ratings where I was best NPS for Bogota in 6 months.

Conducted outbound calls to potential customers and persuaded them to purchase life and personal injury insurance offered by the company.Achieved sales targets by effectively communicating product benefits, and closing sales.Maintained accurate and up-to-date records of customer information in the company database, utilizing strong organizational skills to ensure data integrity and timely updates.