Professional Overview

Customer Experience and Support Professional with over eight years of expertise in retention, customer service, and training, delivering bilingual (English–Spanish) support in high-volume environments. Skilled in building strong client relationships, resolving complex issues, and designing effective training programs that improve performance and customer satisfaction. Known for adaptability, proactive problem-solving, and the ability to anticipate client needs in both in-person and remote settings.

Core Skills & Expertise

• Customer Experience & Retention Strategies

• Inbound & Outbound Customer Support

• Policy Clarification & Upselling

• Training Design & Delivery (Onboarding & E-learning)

• SLA Compliance & Quality Assurance

• Bilingual Communication (English–Spanish)

• Process Improvement & Performance Optimization

• Cross-Functional Collaboration

Tools & Technology

• CRM Platforms: Salesforce, Microsoft Dynamics, Clio

• Communication Tools: Zoom, Slack, Microsoft Teams

• Productivity Tools: Microsoft Office Suite (Excel, Outlook, PowerPoint, Word)

• Knowledge Management: Documentation systems, e-learning modules, and training guides

Why Choose Me?

I bring a unique blend of customer-centric service, strategic thinking, and training expertise that drives measurable results. With a proven record of increasing retention rates, resolving complex policy and billing issues, and equipping teams with the tools they need to succeed, I excel at turning challenges into opportunities. My adaptability, attention to detail, and commitment to delivering quality service ensure that clients and teams alike experience meaningful, lasting support.