Daniel - BPO Operations Specialist with 5 years in Client Services and Process Coordination

Expert in professional email and client communication, ensuring clarity and client satisfaction.

Proficient in Excel for KPI reporting and data coordination to support decision-making.

Skilled in managing appointments, records, and escalation procedures to optimize workflows.

Strong ability to identify issues and implement effective solutions promptly.

Experienced with CRM, Ticketing Systems, and basic Python scripting for automation and data management.

Processed and managed medical records requests for personal injury cases.. Updated client and case information to ensure accurate and complete records.. Submitted requests to insurance companies, medical providers, and third parties via fax and online portals.. Conducted regular follow-ups with insurance carriers and medical providers to obtain requested records in a timely manner.. Reviewed and organized incoming documentation before uploading it to the case management system.. Maintained detailed records of request statuses and communications with external parties.. Collaborated with attorneys and legal staff by ensuring required records were available for case review and preparation.. Managed multiple requests simultaneously while meeting deadlines and maintaining attention to detail.

Scheduled, modified, and canceled client appointments for a busy legal practice using MyCase software.. Added and managed new leads in both CRM and Google Sheets to ensure accurate tracking and follow-up.. Coordinated daily, weekly, and monthly goal-setting meetings with the sales and intake team to align efforts and improve performance.. Utilized Gmail for Business and Google Ads tools to communicate with clients and support lead generation.. Maintained excellent organizational and communication skills in a fast-paced, client-focused environment.

Prepared and submitted weekly KPI reports (handle time, resolution rate, NPS) in Excel, facilitating management’s decision-making process.. Coordinated escalation of incidents with internal departments (logistics, technical support, collections), ensuring timely responses and reducing resolution time by 12%.. Trained 15+ new agents on internal processes, CRM usage, and resolution guides, cutting onboarding time by 20%.. Documented procedures and support cases for medical devices (Lifescan), ensuring compliance with health regulations and confidentiality standards.. Managed inbound calls for order tracking and customer updates, focusing on coordinated follow-up rather than high-volume sales.