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Work Background
ClinicGrowerOperations Manager
Jun. 2024Mexico
ClinicGrowerClient Success Manager
Oct. 2023 - Jun. 2024In my role, I’m passionate about taking ownership of client satisfaction and developing long-term relationships with each and every one of our clients. From onboarding to project launch to leading best practice workshops and training sessions my goal is to ensure each client experience is industry-leading and focused on growth. By fostering impactful and meaningful relationships, medical practices gain more value from their clientele and achieve more success.
Farmer & Wright, PLLCOperations Manager / Director
Jun. 2022 - Oct. 2023Guadalajara, Jalisco, Mexico• Operations manager at U.S. Law Firm based in Kentucky that opened offices in Guadalajara (México) in 2022. • Work with EOS to keep the company organized and keep it growing.
• In charge of recruiting, hiring, and onboarding.
• Grew the team by 1,500% in less than 9 months by creating and keeping a healthy work environment where people are happy.
• Manage the company budget for my branch. • In charge of purchasing office equipment, handle office and equipment maintenance, calculate and distribute payroll, apply administrative sanctions and letting people go when it's needed. Always following the law and keeping the company protected.
• Develop and implement business strategies to keep my branch growing.
• Accountable and efficient at all times. Projects are brought to me in the form of ideas, and I plan and make things happen.
• Make sure my team always delivers quality work and keeping customer satisfaction at the highest level.
• Identify and resolve unauthorized, unsafe, or ineffective practices. Company organization is key.
• Apply new methods, practices, and systems to reduce turnaround time.
• Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
• Set, enforce, and optimize internal policies to maintain responsiveness to demands.
Lawgena LawyersLegal Assistant's Supervisor
Jul. 2019 - May. 2022Seattle, Washington, United States• U.S. Law Firm based in Seattle, WA, working from home from Guadalajara, Mexico.
• Responsible of assuring the highest quality of work from legal assistants to the lead Attorney.
• Job duties consisted of things that went from internal management of cases and staff to direct client relationship and follow up, communication with Judges, Commissioners, court staff, other Attorneys and legal assistants, Prosecuting Attorneys, City Police Officers, Process Servers, opposing parties on the cases, etc.
• Talk to potential clients and determine if they were a good fit for the law firm; guide the client through the whole process; build a good, strong client relationship through empathy and trust, making case management easier.
• Spanish and English interpretation as needed.
• Ensure that the client appointment went as expected, and review the contract signed with the Attorney to determine strategy of the case.
• Drafting all the legal pleadings in the case, e-filing them with the court, hiring a process server if applicable, and provide updates to the clients about the case.
• Assessing and evaluating legal assistant's work, keeping track of their metrics, and providing them feedback.
• Keeping up to date with the court's changing processes (procedural changes were very constant since the start of COVID-19).
• Creating and improving company policies for the employees.
• Helped with the staff-hiring process for the firm; full system set-up and training of new employees, following up on their learning processes and employee evaluations, schedules, etc.
• Clients and witnesses’ declarations.
• Lead the legal research and find the applicable laws, court rules, statutes, etc.
• Review company's metrics and have meetings with the advertising companies.
Gutierrez & Associates GDLJunior Attorney
Jan. 2019 - Jul. 2019Guadalajara, Mexico Metropolitan Area• Part-time job at Mexican Law Firm.
• Client meetings and case management, as well as following up with the client regarding any required documentation.
• Day-to-day follow up on every case at the courthouse, including review of case archives and filing new pleadings and evidence.
• Building a strong relationship with the court's staff, social workers, colleague Attorneys, legal assistants and secretaries, etc.
• Responsible of drafting all the legal pleadings and making sure they were fully distributed to the court and involved parties.
• Leading legal research and preparing reports on any changes to the procedures.
• Facilitating a final settlement between the client and the opposing party.
HCL TechnologiesWorkforce - RTM Analyst
Mar. 2017 - Jul. 2019Guadalajara y alrededores, México• Monitor lines of business (LOBs) in real time to ensure they were at the optimal (or planned) level of service.
• Worked with management to develop strategic and tactical plans to meet different requirements.
• Set and adjusted schedules to maintain optimal coverage and service levels.
• Prepared and maintained reports, dashboards and monthly packages.
• Performed ad hoc reporting and analysis to improve overall performance of call center and enable strong understanding of business, to later lead meetings about this.
• Making recommendations directly to the client (USAA Federal Service Bank) for continuous improvement, based on daily and past results for each of the business lines.
• Direct contact with the client to provide advice and recommendations on current results and how to improve them.
GoTravel USAVLO and Customer Service Manager
Apr. 2016 - Mar. 2017Cancún y alrededores, México• Started as a supervisor of the sales team and soon promoted to VLO (verification department) and Customer Service Manager.
• In charge of 20+ people. Responsible for receiving only those calls that have already gone through a VLO previously and the customer's concerns are still unresolved, subsequently verify that the sale by the agent had been made correctly to carry out the payment process with the client.
• Handling payments with clients. I made daily closings of numbers and reports of sales of the VLO and Customer Service teams.
• Confirm that the customer had an excellent customer service experience from the Customer Service department.
• Leading daily, weekly, and monthly meetings of results and motivational meetings with the board of directors as well as meetings with the same frequency with the sales, VLO and Customer Service teams.
• Punctual monitoring of team metrics and provided feedback to the supervisors of each area to initiate an improvement plan.
• Followed up for good results and correct implementation of feedback.
• Planned for staff bonuses and prizes according to positive numbers in their metrics.
Teleperformance MexicoOperations Supervisor
May. 2014 - Jan. 2016Guadalajara, Jalisco, Mexico• In charge of a team of 20+ phone sales agents.
• Ensure that my team provided the best customer service through weekly individual monitoring, giving them a weekly 30-minute feedback session about the performance. Audit calls and notes.
• Weekly follow-up in sales, make sure to guide the team to meet customer and internal goals.
• Daily reports of internal goals, (attendance, punctuality, adherence and quality). Weekly results reports. Daily meetings with the members of my team, daily meetings with the other supervisors.
• Implement administrative sanctions and action plans to those who were not meeting the goals.
Daily meetings with upper management. • Identifying and rewarding the most outstanding agents.
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