Pilar - Operations Manager

Demonstrated experience with Operations Coordination.

Demonstrated experience with Process Improvement.

Demonstrated experience with Customer Experience.

Demonstrated experience with Client Onboarding.

Demonstrated experience with Project Coordination.

Manage content calendars and coordinate publishing across social media channels.. Coordinate with content creators, designers, and managers to keep projects, deadlines, and deliverables on schedule.. Organize digital assets, templates, and content libraries to streamline team workflows.. Support content creation through graphic design, caption writing, and video editing.. Monitor comments, messages, mentions, and community activity; flag significant issues and report spam.. Apply SEO and hashtag optimization to improve content reach and engagement.

Coordinated campaign execution across internal teams, tracked timelines, and managed project deliverables.. Prepared and presented performance reports, provided actionable insights, answered client questions, and occasionally created supporting videos.. Coordinated with creative, SEO, and media teams to align campaign execution with client goals.. Educated clients on marketing trends, best practices, tools, and performance opportunities.. Supported client retention, identified upsell opportunities, and addressed client concerns.. Resolved campaign and client issues promptly and professionally.. Managed client onboarding, coordinated setup requirements, and guided clients through initial processes and tools.. Reported account health, risks, issues, and progress to leadership to support timely decisions.. Managed client relationships, aligned services with business goals, and conducted regular account check-ins.

Managed customer support operations across email, website, app, and social channels, serving as the primary point of contact for customer issues.. Triaged and categorized support requests, created technical support tasks, and followed issues through resolution.. Coordinated with technical and cross-functional teams to resolve customer issues and improve the support experience.. Identified recurring issues and opportunities for process improvement based on customer feedback and support patterns.. Created and maintained onboarding materials and resources for new employees.. Created and managed digital content for social media using Canva and other content tools.

Qualified inbound and outbound leads using research, CRM data, and customer interactions.. Managed appointment scheduling, follow-ups, and lead activity throughout the customer journey.. Maintained accurate CRM records and tracked leads, appointments, communications, and follow-up activities.. Used SMS, email, and phone communication to engage prospects and maintain consistent follow-up.. Coordinated with clinic management to ensure qualified prospects were scheduled and properly followed through.. Created email marketing campaigns and social media content to support customer acquisition.

Resolved customer inquiries through email, social media, support tickets, and partner channels.. Triaged and categorized tickets, assigning technical, marketing, and other requests to the appropriate team members.. Followed up on assigned tickets to ensure timely resolution and accurate status updates.. Collaborated with internal teams and external vendors to resolve issues and keep product and website information current.. Shared recurring customer issues and feedback to support process improvements and enhance the customer experience.

Provided consecutive English-Spanish interpretation during medical and emergency calls while following HIPAA requirements and company policies.. Served as the primary point of contact for interpretation-related questions and communication issues.. Transferred calls to appropriate departments or interpreting services when required.. Maintained current knowledge of HIPAA requirements, medical terminology, and company procedures.

Led outbound sales initiatives, upselling services to support customer satisfaction and revenue growth.. Used CRM and communication platforms, including FreshSales and FreshCaller, to manage customer interactions.. Managed account verification, inbound calls, live chat, and support ticket resolution as part of the customer service team.. Actively participated in team meetings, contributing to strategy development and operational improvements.. Engaged with the online community by regularly posting on the community board, fostering customer relationships and brand loyalty.

Reviewed positive, mixed, and negative customer feedback and responded appropriately according to internal procedures.. Stayed current on review-management best practices and relevant industry trends, and shared insights and recommendations with the broader team.

Served as the primary point of contact for new payment customers during the onboarding process.. Coordinated customer onboarding requirements, documentation, verification, and internal approvals.. Conducted outbound calls and emails, scheduled follow-up meetings, provided status updates, and addressed customer questions and issues.. Handled inbound calls from customers seeking assistance.. Set up and troubleshot hardware before and during the onboarding process.. Trained customers and colleagues on software functionality and supported onboarding and implementation.. Managed multiple customer accounts simultaneously, tracking requirements, deadlines, approvals, and follow-ups.. Maintained proactive communication with customers, providing timely updates on account status, requirements, and next steps.

Served as the primary point of contact for prospects and executed targeted outbound calls to secure business appointments.. Reviewed call performance and applied feedback to improve subsequent calls.. Qualified prospects by verifying decision-makers, business requirements, and fit with company criteria.. Supported lead-generation initiatives by compiling and analyzing data in Excel to identify opportunities within assigned regions.. Curated and organized event information from various sources for the timely creation and distribution of newsletters.. Performed in-depth community research to establish trustworthiness and reliability of individuals in specific neighborhoods for crisis response.. Reviewed call recordings to identify communication issues and improve future calls.. Collaborated with other teams to improve the customer experience and identify opportunities for process improvement.

Served as the primary point of contact for prospect and customer inquiries and managed customer interactions through live chat and phone.. Made outbound calls to follow up on customer orders.. Led and supported a dedicated team of 3, providing training and guidance for handling challenging customer scenarios.. Handled inbound calls from customers needing assistance with orders, product information, or delayed shipments.. Successfully negotiated with new vendors to secure product placements on our platform, enhancing our market offerings.. Collaborated with cross-functional teams to improve the customer experience and support process improvements.

Inspected purchased products for quality and documentation compliance.. Prepared quality reports and maintained process and project documentation.. Supported process improvement and onboarding documentation using continuous improvement principles.