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Work Background
Wright & Schulte LLCTeam Lead Manager
Oct. 2022Guatemala, GuatemalaAs a Team Manager:
• Delivered outstanding results by completing an initial project and securing an additional $6,450 upon completion, resulting in a whopping 129% gain on top of the initial project cost. Demonstrated exceptional business acumen by identifying opportunities to generate additional revenue and delivering results that exceeded expectations. Proud to have contributed significantly to the company's success and growth.
• Developed and implemented a new training program to improve the customer service skills of intake analysts that resulted in a 40% increase in clients retained over the phone and 150 outbound calls contacted daily. • Increased client closing rate by 15% by training 3 analysts to use RingCentral to contact upwards of 2000 clients per day, leading to a 10% increase in sales and an increase in company revenue.
• Taking on other tasks or projects to support employees, other managers, and call center operations.
• Coached and mentored 10 intake analysts by conducting 1:1 monthly meetings and providing daily feedback, resulting in an employee retention rate of 95%.
• Developed policies, procedures, and protocols to increase compliance with company standards.
• Produced monthly performance metrics and reports to determine areas of improvement.
Monitored and maintained employee attendance to ensure customer demands are met in a timely manner.
Wright & Schulte LLCIntake Analyst
Sep. 2022 - Sep. 2022Guatemala, GuatemalaI was chosen to be the Floor Support for Intake team. In addition to preforming everything listed before, • I was also the QA and provided effective coaching sessions with team members. In charge of Quality Control. I evaluate both, client information and team members to make sure it meets our standards. Claim Forms, Settlement Questionnaires & Plaintiff Fact Sheets (PFS)
• We help in collecting information, summarizing, presenting, and analyzing the PFS.
• Quality control measures ensure the highest level of accuracy and completion.
Wright & Schulte LLCLegal Assistant
Oct. 2021 - Sep. 2022Guatemala, GuatemalaResponsibilities as a Legal Intake Specialist:
• Pre-Qualification Screening Process
• Instant client engagement with proven industry conversion rates.
• We help different Law Firms identify the cases that you may want to pursue based on the criteria they determine for us for qualification purposes. Experience with Contract Processing:
• Retainer Agreements, HIPAA Authorization(s) and Intake Questionnaire
• Digital & Paper Signature Process
• Retainer Agreement Follow Up Process
• Constant communication with the potential claimant until the Retainer Agreement is returned signed
• Access to advanced technology to help screen and qualify potential claimants based upon the firm’s custom criteria.
[24]7.aiCustomer Relationship Management Manager
May. 2020 - Oct. 2021GuatemalaI worked as a CR1 and a CR2 for Citibank. When a customer would call in and request to speak to a manager, or an agent needed to escalate a case, I would handle the communication between the cooperation and the client, and resolve their issues, so both parties were satisfied. Thorough knowledge of CRM Analysis by providing management information against Scorecard as well as remediation and improvement initiatives. ∙ Communicate improvement initiatives, expected impacts/benefits with clients, to ensure proactive resolutions. ∙ Provide Support using Salesforce for commercial banking, enabling real time monitoring for customer transactions ∙ Educate customers on current product and services ∙ Taking escalated calls, empowered to make judgement calls and utilize outside the box thinking to find solutions that meet not only the needs of the customer but also make sense for the company
FreelanceEnglish Tutor
Nov. 2019 - Sep. 2021Guatemala• Provide firsthand knowledge of the English language and its real world applications • Correct grammar for business and further clients' lexicon abilities • Proofread and provide feedback for speeches and presentations
TelcelIT Business Operations Member
Oct. 2018 - Nov. 2019Mexico City, Mexico∙ Provide thorough support and problem resolution for customers. ∙ Build and maintain successful relationships with service providers, dealers, and consumers ∙ Train new employees and explain protocols clearly and efficiently.
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