View Ponce's professional profile on CazVid.
Demonstrated experience with Customer Support.
Demonstrated experience with Customer Service.
Demonstrated experience with Customer Satisfaction.
Demonstrated experience with Customer Experience Management.
Teem
Manage 40–60 patient appointments daily, achieving 98% scheduling accuracy using EHR systems, Communicate with patients across channels, increasing confirmation rates by 20%, Handle 15–20 prescription requests daily, reducing turnaround time by 25%, Coordinate with optical teams to resolve eligibility issues within 24 hours using RevolutionEHR, TAB, and Google Workspace, Support optometrists with HIPAA-compliant data management and record updates
The Functionary
Resolve 95% of first-contact support tickets, improving client retention metrics, Document complex escalations, reducing resolution time by 30%, Guide users through technical troubleshooting, earning a high 4.9/5 satisfaction score, Enhance interdepartmental efficiency by supporting collaboration tools including Slack
Ubiquity
Conduct over 50 outbound calls daily, increasing appointment conversions by 10%, Exceed team KPIs, contributing to a documented 12% productivity increase for the department, Maintain 98% accuracy in CRM documentation (Salesforce, HubSpot), Provide end-to-end sales support by preparing quotes, updating CRM records, tracking leads, and ensuring timely follow-ups to help close deals and meet revenue targets, Support new employee onboarding processes, reducing departmental training time by 15%
Customer Service Master Diplomas
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Demonstrated experience with Service Trend Analysis.
Amadeus GMS
Improve campaign performance by 15%, directly increasing client engagement metrics, Use Confluence to track and manage issues and documentation, reducing technical issue recurrence by 20%, Manage over 40 daily tickets, maintaining a high 95% same-day response rate, Synthesize operational data to improve data accuracy and client insights, Maintain a high 98% customer satisfaction rating across multiple support tiers
DHL Express
Optimize workflow procedures to reduce resolution time by 25%, enhancing customer loyalty, Handle 60–80 inquiries daily, consistently maintaining a 97% satisfaction score, Analyze service trends to improve reporting accuracy by 15%, Assist with peer onboarding and mentoring, enhancing departmental consistency and training quality
