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Valeria
Video resume
Contacto
Competencias
Demonstrated experience with Fluency.
Demonstrated experience with Client Communication.
Demonstrated experience with Legal Analysis.
Demonstrated experience with Marketing.
Educacion
Idiomas
Resumen
Professional profile
Experiencia
INTAKE SPECIALIST
Screened and qualified potential client for medical malpractice lawsuits, conducting empathetic Spanish/ English interviews to assess case viability while ensuring strict compliance to legal ethics.. Conducted initial consultation with Spanish speaking clients seeking compensation for medical malpractice, evaluating case details such as injury severity, timeliness, documentation to determine alignment with firm expertise.. Utilized structured interview protocols to identify critical case factors like liabilities and evidence, dismissing over 30%+ no viable claim helping proactively with attorney workload.. Navigated emotionally charged conversations with trauma impacted clients while adhering to legal boundaries – providing resources without legal advice and forwarding qualified cases to lawyers.. Streamlined intake processes by documenting cases summaries in firm CRM, prioritizing urgent filing and reducing screening time by 40% through thorough preliminary vetting.
HEAD MARKETING AND COMMUNITY MANAGEMENT
Developed and executed team focused content calendars across social media and blogs to deepen fan engagement and foster community loyalty.. Built and moderate online communities.. Designed segmented engagements campaigns targeting casual vs. die-hard supporters through tailored content pillars (nostalgia, rivalry hype) aligning with league season cultural moments.
Marketing Manager
Curated visual driven social content (Instagram, TikTok) showcasing Café culture, coastal aesthetics and guest experience.. Engaged residents and tourists via initiatives and user-generates content campaigns.. Managed digital touch points – posting daily stories, responding comments/ DMs highlighting seasonal offerings to create immersive online extension of the café vibe.
ADMIN SUPPORT ASSISTANT
Supported back-office operations for a UK food supplier, managing vendor documentation, order processing, and compliance tracking to ensure supply chain workflow.. Provided personal assistant support to management.. Processed invoices, reconciled vendor statements, assisted with payroll updated and supported month end activities.
ALEXA DEVICE SUPPORT ASSOCIATE (D2)
Provided remote technical support for Amazon’s Alexa/Echo device, resolving hardware/ software issues, driving customers retentions through proactive education and escalating systemic flaws to engineering teams.. Resolved mid complex technical issues for Alexa devices (connectivity, software glitches, hardware conflicts) by guiding customers through step-by-step diagnostics.. Proactively educated users on Alexa features increasing engagement and reducing cancellations from customers by 25% through personalized support.
HOTEL OPERATIONS ASSISTANT
Supported daily beach front hotel operations through administrative coordination, guest services and beverage assistance, ensuring seamless workflow across front desk and hospitality environments.. Managed front-desk operations including check in/ out process, reservations adjustments and in-person inquiries. Resolving guests concerns promptly and professionally. Provided Bar support during Peak hours.. Assisted communication between housekeeping, maintenance, and management teams to ensure timely room readiness and facility cleanliness.. Processed invoices, cash drawers and inventory count with strict accuracy.. Maintained strict health and safety compliance across front desk and bar areas, restocking supplies and sanitizing stations.
FREELANCE INSURANCE RESOLUTION SPECIALIST
Provided critical client support and policy management for medical can auto insurance portfolios, resolving complex inquiries, claims and compliance sensitive issues with empathy and professionalism.. Managed policy inquiries, claim status updates, coverage explanations for medical and auto insurance clients, helping them understand complex insurance vocabulary and translating into actionable guidance.. Initiated and tracked insurance claims for medical treatments and auto incidents.. Processed policy changes renewals and cancellations across insurance products, maintaining records of sensitive client data to ensure accuracy and retention.
AT&T MOBILE - CUSTOMER SUPPORT
Supported AT&T Mobile customers via inbound calls, specializing in billing inquiries, technical troubleshooting and past due accounts resolutions – consistently meeting company quality and compliance standard in high volume setting.. Delivered high – volume support (80+ Calls daily), resolving billing issues, plan changes and technical issues with 95% + customer satisfaction.. Diagnosed technical/ account issues; escalated complex cases to tier 2 support, reducing call back repeat.. Managed past due accounts via empathetic outreach, recovering delinquent account balances when required.. Strictly adhered to compliance protocols and adapted communications to diverse customer needs.
INTAKE SPECIALIST / CLAIMS SPECIALIST
Screened and qualified potential client for medical malpractice lawsuits, and MVA conducting empathetic Spanish/ English interviews to assess case viability while ensuring strict compliance to legal ethics.. Conducted initial consultation with English and Spanish speaking clients seeking compensation for medical malpractice, or MVA evaluating case details such as injury severity, timeliness, documentation to determine alignment with firm expertise.. Utilized structured interview protocols to identify critical case factors like liabilities and evidence, dismissing over 30%+ no viable claim helping proactively with attorney workload.. Got promoted in another company to claims specialist, includes data entry, assistance to case managers, contacting insurance companies to file claims, sending drop letters, letter of representation, and managing declaration pages.. Streamlined intake processes by documenting cases summaries in firm CRM, prioritizing urgent filing and reducing screening time by 40% thorough preliminary vetting.
PATIENT BENEFIT COORDINATOR
Screened and qualified patients from different insurance companies for medical assistance, navigating through benefits portals such as Waystar, Availity, and specific portals related to the insurance company, also obtaining benefits thorough phone if necessary.. Identify is patient benefit is in network of out of it, for surgery and office visits.
HEAD MARKETING AND COMMUNITY MANAGEMENT
Developed and executed team focused content calendars across social media and blogs to deepen fan engagement and foster community loyalty.. Built and moderate online communities.. Designed segmented engagements campaigns targeting casual vs. die-hard supporters through tailored content pillars (nostalgia, rivalry hype) aligning with league season cultural moments.. Managed digital touch points – posting daily stories, responding comments/ DMs highlighting seasonal offerings to create immersive online extension of the café.
HOTEL OPERATIONS ASISTANT
Supported daily beach front hotel operations through administrative coordination, guest services and beverage assistance, ensuring seamless workflow across front desk and hospitality environments.. Managed front-desk operations including check in/ out process, reservations adjustments and in-person inquiries. Resolving guests concerns promptly and professionally. Provided Bar support during Peak hours.. Assisted communication between housekeeping, maintenance, and management teams to ensure timely room readiness and facility cleanliness.. Processed invoices, cash drawers and inventory count with strict accuracy.. Maintained strict health and safety compliance across front desk and bar areas, restocking supplies and sanitizing stations.
FRELANCE INSURANCE RESOLUTION SPECIALIST
Provided critical client support and policy management for medical can auto insurance portfolios, resolving complex inquiries, claims and compliance sensitive issues with empathy and professionalism.. Managed policy inquiries, claim status updates, coverage explanations for medical and auto insurance clients, helping them understand complex insurance vocabulary and translating into actionable guidance.. Initiated and tracked insurance claims for medical treatments and auto incidents.. Processed policy changes renewals and cancellations across insurance products, maintaining records of sensitive client data to ensure accuracy and retention.
Habilidades
Transcripcion del Video
Customer Service
Hello, my name is Valeria Flores. I'm 31 years old and I live in Costa Rica. I speak fluent English and Spanish and have been working in the call center industry for about 13 years now. I have customer service experience and also I have a lot of experience working with only Americans and UK based clients. So I'm really looking forward to hear back from you. Thank you very much.