"Sales Development Representative at JBS Dev, a custom software development firm, where I lead high volume outbound prospecting into enterprise technology accounts. I target C suite decision makers, including CTOs, to build qualified pipeline for mid sized to enterprise clients. Recognized as a consistent top performer on the team."

“Customer Facing and Back Office Specialist at Convera, a fintech company, supporting student account processing for university partners. Managed ticketing and coordinated across departments, from compliance to operations, to ensure smooth end to end handling of tuition payments and payroll related transactions. Served as the primary point of contact between students and universities, routing cases to the correct teams and resolving them within required timelines. Recognized for reliability and strong cross departmental coordination in a high volume, detail sensitive fintech environment.”

Optimizing current chat interaction processes and implementing best practices for effective and efficient communication. Applied strategies for maintaining high levels of customer satisfaction and became a high-performing agent consistently for the past 5 months. Handling customer inquiries related to chat credits and providing guidance on chat credit policies and procedures.

Requested loans for small businesses while giving advice about how they could increase their success rate. Obtained loans within the range of $5k and $1M for small businesses while initiating a positive credit history score for them. Sold multiple high-ticket loans to over 7% of our current clients, increasing our team productivity and one of the revenue streams for Bizlender.

Provided professional interpretation services for clients, during stressful situations for them. Represented a major US company within the interpretation industry as a certified interpreter, exceeding their initial expectations and providing recommendations based on the usual pain points registered during the calls. Managed English-Spanish time sensitive 911 calls.

Created a standard operating procedure that involved aspects from the initial customer contact, to routes and scheduled vehicle maintenance for a set of ten fully equipped multi-terrain vehicles. Implemented customer interaction policies improving customer satisfaction and booking rates. Increased audience engagement by doing community management tasks and finding trends to optimize our brand communication and reputation.

Implemented projects through Gemba-Kaizen processes that resulted in a total savings of 3 million US-dollars. Contributed in the development, coaching and growth of 40+ supervisors in a span of 1 year. Awarded as the best customer service manager by associate general vote in 2015. Established a network-wise weekly meeting for all Amazon chat support customer service sites, reducing low productivity meetings and improving team logistics. Managed a team of 25-45 agents, directly improving and maintaining KPIs such as productivity, quality and agent satisfaction.