Professional Overview

A highly adaptable and results-driven Customer Support Specialist with over 10 years of experience in the BPO industry, including roles in healthcare, legal services, real estate, and telecommunications. Known for consistently delivering high-quality service, leading teams to success, and managing complex customer needs across voice, chat, and email platforms. Fluent in English and Spanish, I bring a positive and proactive approach to problem-solving, with a track record of improving customer satisfaction and supporting operational growth in fast-paced environments.

Core Skills and Expertise

• Customer Support: Extensive experience assisting diverse clients across industries with professionalism and care.

• Team Leadership: Led and supported teams of up to 16 members; trained new hires and guided performance.

• Appointment Setting & Intake: Proficient in coordinating schedules, collecting client data, and ensuring smooth communication.

• Claims Management: Hands-on experience handling real estate-related claims from intake to resolution.

• Process Improvement: Ability to evaluate and optimize workflows to boost service quality and efficiency.

• Adaptability: Thrive in dynamic environments, adjusting quickly to new roles and tasks.

• Communication: Clear, empathetic communication in both English and Spanish across voice, chat, and email.

• Call Auditing & QA: Worked closely with QA departments to ensure compliance and excellence in customer interactions.

• CRM Proficiency: Experienced with various customer relationship management platforms.

• Problem Solving: Strong analytical thinking for quick and effective resolution of customer issues.

Tools and Technologies

• CRM Systems: Salesforce, internal databases, and scheduling platforms.

• Google Workspace & Microsoft Office: Used for documentation, reporting, and team coordination.

• QA Tools: Familiar with systems used for auditing and monitoring quality assurance.

• Call Management Platforms: Proficient in inbound/outbound call software for support and performance tracking.

Why Choose Me?

With over a decade of experience, I bring a powerful combination of empathy, leadership, and adaptability to every role. I consistently meet and exceed expectations, support team growth, and deliver exceptional customer experiences. Bilingual, tech-savvy, and committed to excellence, I am a valuable asset to any organization looking for a dedicated and performance-driven team member.