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Work Background
CalendlyProduct Support Specialist
Jun. 2022 - Sep. 2023Atlanta, Georgia, United States · Remote• I was the first point of contact for our users when they need help or have questions, providing solutions and creating the very best Calendly support experience • Helpedcustomers schedule more meetings • Took a consultative approach to problem-solving • Maintained fantastic written communication skills • sought to be a Calendly product, use-case, and scheduling industry expert • Patiently empathized with customers throughout my shifts • Attended regular ticket audits and received active feedback on a day to day basis • Documented & escalated customer and internal issues appropriately • a self-starter• Utilized my technical savviness and resourcefulness to assist customers relatively autonomously • Took ownership over the customer experience provided
Navigating CancerPatient & Clinic Support Specialist
Jun. 2021 - May. 2022RemoteFollow up with customers multiple times throughout Salesforce case management to make sure that their inquiries and or requests are being responded to in a timely manner. Maintain track of cases and meeting expectations of response times and completion of cases within a 24hr time frame. Offered specific training programs to help workers maintain or improve job skills. Assisted in the creation of training procedure manuals and guides and SOP implementation. Assisted in the recruitment and talent management process and supported management in training new talent to target positions based on qualifications. Skilled in various tools for account management such as Jira, Confluence, Trello, Google Workspace, SendGrid, AirTable and Figma.
Wanderlust Nomad VA, LLC.Social Media Manager
Apr. 2020United States👩🏻💻Seeking to aid entrepreneurs thrive by providing services to scale, organize and evolve their businesses to the next level. 📱Social Media Management and Digital Marketing
📋Admin & Operational Business Managment
🌀Graphic Design
Navigating CancerPatient Support Specialist
Aug. 2019 - Jun. 2021Seattle, Washington, United StatesFacilitated exceptional customer service via remote communications, processing 100+calls and emails a day to assist with inquires and provide services and build our customer relationships. Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken via CRM platform via Salesforce. Established cross-functional partnerships to collaboratively advance key operational objectives within the organization. Assisted in providing translation and language to aid our Product and Marketing team to provide the necessary resources and tools for our Spanish speaking population in order to effectively utilize our products and services.
LanguageLine SolutionsMedical Interpreter
May. 2017 - Jul. 2019RemotePrincipal Duties and Responsibilities:
Responded to calls promptly and conduct interpretation in a friendly and professional manner.
Rendered correct concepts and meanings according to the conventions of established interpretation protocol, avoiding omissions or additions.
Communicated effectively in both languages using proper pronunciation, enunciation and polite expressions.
Maintained a professional demeanor throughout the call at all times.
Managed escalated calls and retained a calm demeanor during calls in the event that one of the primary speakers is incoherent or upset, especially in emergency situations.
Maintain punctuality and availability during scheduled work hours.
Follow client instructions, in compliance with protocol to ensure client expectations are met with the Limited English-speaking Person (LEP), avoiding interaction with the LEP without client’s permission.
Understand protocol and terminology for various industries including, but not limited to, Medical, Insurance, Finance and Law.
Demonstrated commitment to cultural sensitivity and working in a diverse environment.
Qualifications
Fluency in Spanish and English and skilled in the associated cultural dynamics.
Ability to provide cultural competency and assess regional and accent differences to find ways of communicating with the LEP.
Excellent listening, retention and note-taking skills to maintain a high level of accuracy during interpretation.
Education or work experience in language-related fields such as teaching, language assessment, translation or interpretation preferred.
Hanami EventsEvent Manager
Aug. 2014 - Jul. 2019Greater Seattle AreaHanami Events is a full-scale event planning company, proud to offer services in wedding coordination, corporate event planning, and private functions. We believe that dedication and stylish taste are the foundation to every successful event, and we've built a company that promises to deliver a stress-free, professional, and a heart warming experience for both you and your guests. . That’s why we offer a variety of services for any budget to create a flawless and fabulous events.
Rollinglobe MediaInternational Travel Consultant
Aug. 2014 - Jul. 2015United StatesPlan and sell transportation and accommodations for travel agency customers. Determine destination, modes of transportation, travel dates, costs, and accommodations required. May also describe, plan, and arrange itineraries and sell tour packages.
AIESEC Puerto RicoSocial Media Manager
Aug. 2013 - Feb. 2014San Juan, Puerto RicoNon-for profit Managed SocialMedia marketing campaigns and day-to-day activities.
Curated relevant content to reachthe audience most likely to buy from you.
Writing editorial content
Monitored, listened and responded to users in a “Social” way while cultivating leads and sales.
Conducted online advocacy and opened stream for cross-promotions.
Developed and expanded community and/or blogger outreachefforts.
Oversaw design (ie: Facebook Timeline cover, profile pic, thumbnails, ads, landing pages, Twitter profile,
and blog).
Designed, created and managed promotions and Facebook ad campaigns.
Analyzed campaigns and translated anecdotal or qualitative data into recommendations and plans for
revising the Social Media campaigns.
Monitored effective benchmarks for measuring the impact of Social Media programs. Analyze, review,
and reported on effectiveness of campaigns in an effort to maximize results
The Fudgery Inc.General Store Manager
Feb. 2013 - Aug. 2013Seattle,WARetail and Sales Oriented Enviornment Leadership Position Inventory and Cash Flow Expertise Strategic Management Marketing Plan and Strategies for fiscal year. Employee Talent Management and Training Orientation and Group Development. Full life cycle recruiting for Merchandising, Vendor Operations, and Customer Service.
Strong commitment to creating a positive candidate experience.
Feb 2013 — Aug 2013 In 5 months time the sales and profit in the store managed went up by 25-30% from the year before consistently.
Alfa Wholesale DistributorsMarketing Consultant and Administrative Assistant
Jan. 2011 - Feb. 2013Personally assisted individuals and companies with business repositioning by refocusing efforts on the tasks that drive company profits and achieve goals. takes the time to analyze current trends and emerging issues for core industries. Excelled mostly in identifying and implementing best practices in challenging conditions and circumstances in business startups to develop, business plan, market projections and inventory or creative insight to a specific project, product or idea. By having honest freedom to view a company from the outside, rather than the often times limiting view from the inside, a strategic business consultant can offer a new perspective from which real change and growth can occur in a positive, more profitable direction. Involvment mostly in Beauty and Cosmetics, Gourmet Food Brand Development and Automotive Industry.
AIESEC Puerto RicoDirector of Human Resources and Events Coordinator
Aug. 2007 - Aug. 2009San Juan, PRPresent in over 110 countries and territories and with over 60,000 members, AIESEC is the world's largest student-run organisation. Focused on providing a platform for youth leadership development, AIESEC offers young people the opportunity to be global citizens, to change the world, and to get experience and skills that matter today Job Duties: -Recruitment and talent planning and management.
-Interviews and employee classification.
-Work administration and follow up meetings involving three and six months evaluations.
-Organized conferences, conventions and recruitment meetings and fundraisers on different scales.
-Organized and planned training seminars and work relocation and training for various groups in my division.
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