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Customer Service & Lead Management Specialist with diverse healthcare, hospitality, and tech industry experience
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Competencies
Proficient in handling escalations, ensuring positive client experiences, and leading support teams across multiple sectors.
Experienced in managing inbound leads, assessing client needs, and recommending tailored product solutions.
Skilled in organizing and managing data using various tools to optimize operational efficiency.
Effective communicator with leadership experience in supervising teams and guiding customer service operations.
Education
Languages
Summary
Dedicated professional with extensive experience in customer service, lead management, and team leadership across healthcare, hospitality, and technology sectors. Adept at enhancing client satisfaction and streamlining processes.
Key Achievements
- Successfully managed inbound business leads at Google Maps, providing strategic recommendations that improved client engagement.
- Led customer service teams at Neiman Marcus and Hertz, enhancing client satisfaction through effective issue resolution and team guidance.
- Coordinated healthcare appointments and patient information at Florida Surgery, streamlining the patient onboarding process.
Experience
Temporary Patient Coordinator & Lead Management Specialist
Managed incoming patient leads for healthcare and wellness services, coordinating and scheduling appointments while providing detailed information about available treatments and service options.. Guided patients through the onboarding process by answering inquiries, identifying their needs, and discussing the best options available through phone, email, and chat communication.. Coordinated provider calendars, handled patient information including prescriptions and insurance details, reviewed patient portals, and maintained accurate CRM documentation and reports related to lead conversion, follow-ups, and patient activity.
Customer Service Supervisor
Oversaw daily customer service operations for both inbound and outbound communications, ensuring exceptional client satisfaction through the effective resolution of complex issues and continuous quality monitoring.. Managed and coordinated internal correspondence related to refunds, pending payments, credits, and loyalty programs, maintaining accuracy and efficiency in all processes.. Additionally, provided comprehensive training and leadership to team members to uphold company service standards, enhance performance, and foster a culture of excellence.
Lead Management Specialist
Handled global inbound business leads for Google Maps’ paid services, evaluating and understanding client projects to provide strategic recommendations on the most suitable products for their business needs.. Assessed potential sales opportunities under strict deadlines, demonstrating strong time management and goal-oriented performance.. Facilitated seamless communication between clients and sales executives via email, phone, and video meetings, ensuring clarity and efficiency throughout the sales process.. Managed company documentation and maintained accurate data for project reports, contributing to effective and organized sales operations.
Customer Service Supervisor
Managed escalated cases with professionalism and efficiency, ensuring timely and positive client resolutions.. Provided continuous support to customer service agents through guidance, coaching, and problem-solving assistance to enhance team performance.. Led weekly meetings with clients and internal teams to review pending cases, implement quality improvements, and strengthen communication.. Ensured all customer interactions consistently adhered to company service standards and excellence benchmarks.
Customer service
Handled customer inquiries and follow-ups via phone and email regarding insurance claims and service requests, ensuring a prompt and courteous resolution process.. Carefully reviewed contracts to verify coverage eligibility for home systems, roofs, and appliances.. Coordinated technician appointments and oversaw claim resolution and reimbursement procedures to guarantee efficiency and client satisfaction.. Maintained precise documentation and provided professional, reliable support to both clients and internal departments, contributing to seamless service operations.