As an Intake Specialist at a leading US-based law firm, I scheduled appointments, conducted detailed follow-up interviews, and requested necessary business documentation to initiate the ERC claim process. I closely collaborated with Case Managers, providing support with daily tasks and ensuring timely follow-up on pending documentation. I leveraged strong communication skills to effectively interact with clients via email and phone, providing updates and addressing inquiries.Subsequently, I transitioned to a new role within the firm, where I took part in two different projects: first, I focused on calling lost clients to gather feedback on their experience and the service they received, and then I was part of a research project, where I was tasked with finding information online to support different current legal cases.

As Operations Manager I planned, directed and coordinated the company's operations. I was responsible for ensuring and improving the performance, productivity, efficiency and profitability of organizational operations through the provision of effective methods and strategies.

I provided support for the Novartis account, focusing on the EMEA region and acting as backup support for the Americas and Asia-Pacific regions. I ensured follow up on incidents in any severity, checking that the appropriate level of expertise was assigned and escalating the issue when necessary. In addition, I was responsible for sending and following up on Executive Alerts and Changes. My duties also involved the coordination of Recovery actions and action plans for Critical Events and Major Incidents, keeping the client and other management levels up-to-date with any developments.

I was a member of the Duty Manager team, providing support for the Novartis, Gates and Manpower client accounts by coordinating Severity 1 and 2 incidents, as well as informing about and following up on Executive Alerts.

As a member of the Mission Control team, I provided support for the MSN client account, being responsible for the coordination and management of 30 to 50 Level 1 and Level 2 Customer Service Representatives. My main duty was to ensure that the account's Service Levels were met by monitoring incoming calls through Avaya and support requests through CAP tool. I was also in charge of assigning tickets to Level 2 representatives according to their skill level and availability.

In my position as Supervisor for the Motorola Mobile Devices account, I managed a team of 20 Level 1 Customer Service Representatives, coaching them on delivering quality service and product knowledge, tracking absenteeism and lateness, setting up action plans to address potential improvement points and applying disciplinary actions when required. My follow-up on each Representative's progress was focused on ensuring that they delivered the best service to end users as well as to help in their professional and (when possible) personal growth. In terms of customer satisfaction, I was responsible for handling escalated customers and follow-up on their cases until proper resolution was achieved.

The Consumer Resolution Office team was made up by Level 2 Customer Service Representatives with in-depth knowledge on product and company policies. They were focused on providing support and resolving incoming calls from end users escalated by L1 Support concerning product issues, complaints or safety concerns. In my time as part of this team, I was in direct contact with the client to report potential incidents that may affect the company due to PR, low C-SAT or safety issues with its products. I was responsible for following up on cases, submitting Special Action requests and track them until resolved. Also, my duties involved the mentoring and training of L1 Representatives on new product features and policy updates.

In my time as a L1 Customer Service Representative I provided phone support for the Dell Customer Care (Nov 2003 – Feb 2005), MCI (Feb 2005 – Jun 2005) and Motorola Mobile Devices (Jun 2005 – Jul 2006) accounts. My duties involved answering incoming calls involving questions on products, services, billing, new features or technical concerns. All calls were logged in the client's relevant CMS tool, detailing the issue reported or question raised and the support provided.