Monitored emails, organized inbox, and prioritized messages for the main reception department of Alexander Shunnarah Trial Attorneys Law Firm. Elevated client experience by providing timely customer support via phone calls. Identified the client's type of case to provide information and the correct procedure based on policies.

Coordinated and scheduled medical appointments for candidates of the US Refugee Admission Program (USRAP). Monitored and evaluated medical cases in collaboration with external clinics. Assisted with medical assessments during the final evaluation procedures. Managed reports for cases as requested contingent upon the designated country. Experienced with clinics and panel sites, including El Salvador, Honduras, Guatemala, Cuba, the Dominican Republic, Trinidad and Tobago, and various other Caribbean nations. Performed any extra activity requested to support other regions within the Medical Division. Handled administrative billing procedures; revision, consolidation, and payment of services provided by external clinics/vendors to the beneficiaries. Created and dispatched packages containing applicants' medical documents.

Provided customer service for travelers at El Salvador International Airport, including flight check-in and boarding procedures, baggage weighing, and inquiries regarding prohibited items on an aircraft.

Team leader for Expedia US travel agency / BEX CHAT account. Focused on team performance and attrition. Managed escalation procedures and ensured service levels were maintained.

Customer Service Representative for Expedia US Travel Agency Account. Guided and assisted new agents as they familiarized themselves with established processes and addressed customer needs.