Demonstrated experience with Operations & Workflow Optimization.
Demonstrated experience with SLA & KPI Management.
Demonstrated experience with Healthcare Compliance (HIPAA).
Demonstrated experience with Escalation & Crisis Management.
Horatio
Oversaw social media operations and small-scale projects, achieving 95% on-time delivery., Managed 2,000+ monthly Facebook and Instagram interactions with 98% adherence to brand tone., Created sentiment analysis reports that reduced negative feedback by 25% in 3 months., Partnered with cross-functional teams to reduce resolution time by 30%., Tracked KPIs using Gorgias and BrandBastion, improving response speed by 20%., Coached in engagement strategy, reducing escalated comments by 40%.
KM2 Solutions
Optimized contact center processes to enhance debt recovery efficiency by 20%, leveraging advanced KPI tracking tools., Increased monthly collections by 17% and team productivity by 20% through data-driven coaching., Designed action plans that elevated performance and negotiation success by 30%., Handled 100+ escalated cases per month while maintaining over 90% customer satisfaction., Implemented advanced data analytics tools to categorize outstanding debts, resulting in a 12% improvement in collection efficiency.
KM2 Solutions
Directed cross-functional projects in hiring, training, and reporting, improving recruitment by 22%., Managed payroll and compliance tracking for over 100 employees, reducing audit errors by 40%., Spearheaded initiatives that cut processing time by 20% across admin functions., Led quality assurance reviews and maintained regulatory compliance.
Bachelor of International Business
Associate Degree in Administrative Assistance
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Demonstrated experience with Coaching & Team Performance Improvement.
KM2 Solutions
Supervised healthcare call center team with 20+ agents; improved SLA adherence to 96%., Reduced patient waiting times by 30% via coaching and real-time monitoring., Developed reporting dashboards used to drive a 12% increase in patient satisfaction., Ensured 100% compliance with HIPAA and passed internal audits., Enhanced service quality by implementing targeted training sessions, achieving a 15% reduction in repeat calls over 6 months using data-driven analytics.
KM2 Solutions
Scheduled over 1,000 medical appointments per month with <1% error rate., Identified scheduling issues that reduced appointment delays by 20%., Ensured comprehensive and audit-ready patient documentation and data entry using healthcare management software.
Teleperformance
Provided Tier 1 tech support for home automation devices with 90%+ first-call resolution., Flagged recurring issues that improved internal documentation by 15%.
