Lucifer

Account manager

Sales & Lead Management: Responsible for securing and retaining lead sales through a consistent and rigorous follow-up call program. This involves nurturing prospective clients to maximize conversion and long-term value., Client Relations & Service: Maintain strong client relationships and ensure customer satisfaction. Act as the primary point of contact for ongoing service needs., Real-Time Operations Oversight: Supervise repairs in real-time, ensuring timely and quality service delivery to meet client expectations and uphold service level agreements., Appointment Setting: Efficiently manage and execute appointment setting, coordinating schedules between clients and service teams to maintain operational flow and timely service completion.

Customer Service Representative

Provided high-level customer support for the Matic Insurance campaign, resolving complex inquiries related to insurance policies and services., Maintained consistent quality scores by ensuring accurate information delivery and swift issue resolution., Utilized strong problem-solving skills to manage a high volume of customer interactions efficiently.

Travel Services Agent

Managed a wide range of customer service inquiries for the Priceline travel campaign, including booking assistance, changes, and cancellations., Provided expert guidance on travel policies and options, ensuring a seamless and positive experience for clients., Contributed to team targets by maintaining a low average handling time while ensuring customer satisfaction.

Agent / SME (Subject Matter Expert) / Interim Supervisor / Trainer

Subject Matter Expert: Acted as a primary point of escalation for complex cases, providing expert knowledge and support to frontline agents for the Gov Ops/Ushealth campaign., Trainer: Developed and delivered comprehensive training modules for new hires, covering campaign procedures, quality standards, and soft skills., Interim Supervisor: Temporarily oversaw daily team operations, monitored performance metrics, and provided real-time coaching to ensure team goals were met., Consistently demonstrated leadership and versatility, transitioning between key roles to support operational needs and improve team efficiency.

Agent

Managed a high volume of customer service calls for the UnitedHealthcare Group campaign, specializing in inquiries related to Medicare health plans., Assisted members with a wide range of issues, including benefits verification, claims status inquiries, and prescription drug coverage (Part D)., Navigated complex healthcare systems and databases to provide accurate and timely information, ensuring compliance with CMS (Centers for Medicare & Medicaid Services) regulations., Effectively resolved escalated patient issues, demonstrating a deep understanding of healthcare processes and a strong commitment to member satisfaction., Acted as a key point of contact, ensuring a seamless experience for Medicare Advantage members by providing empathetic and knowledgeable support.

Customer Service Representative

Customer Support Representative / Senior Floor Support / Supervisor

Supervisor: Led a team for a major transportation services campaign, managing daily operations, monitoring key performance indicators, and conducting agent performance reviews. Provided continuous coaching and guidance to ensure quality standards and achieve team goals., Senior Floor Support: Acted as a primary on-the-floor resource for agents, handling escalated calls, troubleshooting complex issues, and providing mentorship to new team members., Customer Support Representative: Began as a frontline agent, providing direct customer support and resolving a wide array of inquiries related to the transportation services, which laid the foundation for advancing into leadership roles., Played a crucial role in team development and operational efficiency, showcasing a rapid career progression and strong leadership capabilities.

Sales Agent

Successfully managed sales and customer engagement at a high-traffic stand during the Bogotá International Book Fair., Oversaw inventory management and logistics for all books brought to the fair, ensuring product availability and organization., Exceeded sales targets by actively engaging with a diverse clientele and providing product knowledge.