➡ Partners with forward-thinking retail and e-commerce brands focused on delivering transformative customer experiences across multiple channels that wow customers daily!➡ Offers a strategic outlook and customer-centric mindset to assist companies seeking to optimize client retention and loyalty initiatives and reduce operational costs. ➡ Dedicated to forming strong partnerships and helping companies achieve their client engagement, retention, and loyalty goals through tailored solutions. ➡ Skilled at communicating with Operations professionals on topics like scalability and cost efficiencies and customer experience (CX) professionals on effective ways to increase CSAT, NPS, CLV metrics➡ Passionate about helping brands grow by zeroing in on improving customer sentiment, enabling them to stand out in today's increasingly competitive landscape of discerning consumers. ➡ Has an acute talent for identifying client needs and connecting them to subject matter experts to advise on innovative digital technologies like automation and Generative AI that can be paired with world-class talent to deliver personalized, seamless CX. Whether companies are just starting to define their CX strategy for long-term expansion or focused on brand reinvigoration, I'm eager to help them future-proof their contact center(s) and drive long-term profitable growth.

At Future Family (a FinTech startup), I worked as a Sales Development Representative (SDR), providing quality fertility financing solutions to patients. Whether patients were starting their fertility journey or underwent multiple expensive medical treatments, I was there to provide positive patient financial experiences. I handled objections with ease, advising patients on how and why Future Family is the best option for their fertility financing needs, as well as the unique advantages of applying for a loan with Future Family compared to competitors or paying out-of-pocket costs. I lead conversations with our patients with empathy, acknowledgment, and a sense of exploration, allowing me to build trust and rapport. I listened intently to client objections and acknowledged their concerns, introducing tailored solutions and recommendations, and in doing so, I provided personalized sales experiences. With that, I reduced patients’ financial stress and prevented patients from being limited to crucial care, increasing our conversion rate and revenue.Achievements:➡ Executed 120 personalized SMS outreach messages, 100 impactful email drips via Outreach, and 30 outbound calls daily to target new business prospects and deliver immediate client follow-up ➡ Produced engaging email campaigns and SMS messaging strategies to boost conversion rates by 10% ➡ Exceeded my individual sales quota by an average of 134%➡ Documented all activities, including prospecting and lead outreach in our CRM tool (Salesforce)

As a Case Manager, I govern onsite support and client account management to individuals in crisis. I collect and decipher data from risk assessments and connect with new or existing partners to produce tailor-made solutions. I foster a welcoming and empathetic environment for prospective clients, increasing the organization's PR efforts, awareness, and outreach opportunities. I work with individuals with complex and challenging needs, where 99% of my clients are reluctant to engage and unfamiliar with my services. I work well with "no's" and thrive in fast-paced, high-stakes environments. With this, I have improved client engagement and retention by providing equal access to quality care, improving clients' quality of life. Beyond these accomplishments, I also enhanced my networking and partnerships skills by collaborating with organizations and providers in identifying long-term treatment plans and referrals, reducing suicide rates, and reducing fragmented care. Achievements:➡ Exceeding billable hour quota by 200%➡ Handle an average of 30 cold outbound meetings per week, meeting with potential clients face-to-face to investigate pain points and present value propositions on our specialized services. ➡ Converting 90% of prospects to new clients despite 72% being unfamiliar with our services. ➡ Conduct follow-up with prospects within 24-48 hours, averaging 6 follow-up calls per client per week.➡Radically enhance service provision for those seeking behavioral health services and reduce long-stay ER behavioral health visits by 44%.

As a Substance Abuse Specialist, I provided therapeutic and community-based case management services for adults with serious mental illness and substance use disorders. I developed psychosocial treatment plans that placed empathy, dignity, compassion, respect and unconditional positive regard at the forefront of my work. Achievements:➡Detailed and tracked 35+ face-to-face client interactions weekly.➡Conducted an average of 100 client inbound and outbound cold and warm phone calls weekly.➡Measured, monitored, and analyzed key metrics of 100% of my caseload, assessing clients’ motivation cognitive, affective, and behavioral responses daily. ➡Distributed the most consumer surveys, collecting quantitative and qualitative data involving consumer demographics, psychographics, and behavioral data to identify quality gaps and recommendations for service enhancements.

As a Residential Skills Coach, I worked in a short-term residential therapeutic program and non-profit organization serving children and adolescents with significant, complex needs. Here, I conceptualized and implemented unique program strategies for at-risk youth to adopt positive and consistent behavior change. This has significantly contributed to developing and establishing target goals which increased program adherence by at least 44%.Achievements:➡ Implemented and established SMART target goals for youth clients, tracking their progress across daily, weekly, and monthly iterations. ➡ Produced engagement initiatives to build rapport and develop alternative, prosocial behaviors.➡ Reduced clients’ utilization of medical services by 80% through collaboration with multi-disciplinary teams.

As a Software Testing Analyst, I served as the chief liaison for identifying software bugs, working cross-functionally between the Marketing, Operations, and Development teams in Barcelona (ES), London (UK), and Berlin (DE). I was the primary contact for determining and assessing the severity level of software bugs and relaying solutions, increasing developer productivity by 55%. Moreover, my work was pivotal in meeting and satisfying stakeholders' expectations, including investors and end-users. Additional achievements:➡ Reducing internal costs by 67% ➡ Detailed and listed 500+ potential scenarios and their constraints for test planning and user-acceptance test phases across frontend, backend, and mobile application development life cycles.➡ Performed regression testing of multiple builds for iOS and Android and conducted globalized testing to offer consumers flexibility and variation choices➡Documented reproducible bugs and tracking testing outcome goals across short (2-week sprints) and long-term durations (6-12 months) for new project deliverables.

When Elance had not merged into Upwork, I created and negotiated my schedule to produce quantifiable and reliable results. I wrote short overviews, memos, and proposals and provided proofreading for a variety of businesses across the globe. 52% of my work involved created compelling surveys to gauge social networking usage and the level of distraction from assigned tasks, which I used to devise better, more engaging ads.