Professional Overview

I am a versatile professional with over a decade of experience spanning psychological care, high-level team management, and specialized legal support. With a degree in Psychology from Universidad Centroamericana (UCA), I leverage my understanding of human behavior to lead teams with empathy and resolve complex client situations with assertive communication. My career is defined by a commitment to excellence, whether I am optimizing customer satisfaction strategies or managing sensitive legal intake processes.

Core Skills & Expertise

• Leadership & Team Management: Experienced Tier 2 Manager and Supervisor capable of providing constructive feedback and managing diverse groups.

• Legal & Medical Operations: Specialized expertise in Personal Injury intake, Medical Records requests, and Immigration Law application processing.

• Analytical Strategy: Skilled CSAT Analyst focused on developing strategies to enhance customer service satisfaction and feedback loops.

• Bilingual Communication: Fluent in English and Spanish, with extensive experience in multichannel support (email, chat, and phone).

• Conflict Resolution: Proven ability to handle high-pressure situations and resolve conflicts through active listening and psychological insight.

Tools & Technology

• Customer Support & CRM: Proficiency in bilingual assistant platforms and case management systems.

• Legal Software: Experienced in specialized tools for Personal Injury and Immigration Law documentation.

• Office & Productivity: Expert in Microsoft Office Suite and team collaboration tools.

• Project Monitoring: Skilled in implementation, evaluation, and monitoring frameworks for community and corporate projects.

Professional Experience

Application Specialist | Lisinski Law Firm (2024 – Present)

• Specializing in Immigration Law, managing complex application processes with high attention to detail and legal compliance.

Intake Specialist & Medical Records Request | Ramos Law Firm / The Capital Law Firm (2023)

• Managed the end-to-end intake process for Personal Injury Law, including the critical retrieval and organization of medical documentation.

Team Supervisor | Toast (October 2020 – August 2023)

• Led a dedicated team, focusing on performance feedback, team development, and ensuring high-quality service delivery.

Customer Service & CSAT Analyst | Various Firms (2017 – 2019)

• Analyzed customer satisfaction trends and implemented strategic improvements to elevate the overall service experience.

Project Coordinator | My Right "Los Pipitos" (2013 – 2016)

• Coordinated psychological care for people with disabilities and oversaw the implementation and monitoring of social impact projects.

Why Choose Me? I bring a rare combination of psychological expertise and operational leadership. I am a fast learner who thrives under pressure and adapts quickly to new industries—from tech and customer service to legal and social projects. My goal is to use my "people-first" approach to drive team performance and ensure that every client feels heard and professionally supported.