Managed 3–5 concurrent maintenance cases weekly, including tenant communication, issue diagnosis, and work order creation. Coordinated with contractors and property owners, ensuring alignment on repair timelines and responsibilities. Improved operational efficiency by creating task tracking systems and workflow structures (Trello, reporting templates). Maintained 100% documentation compliance by updating records, logging calls, and tracking follow-ups in Buildium. Executed multi-channel communication (calls, email, text) to ensure consistent follow-ups and issue resolution. Assisted in billing coordination, including invoice tracking and internal communication for processing. Supported end-to-end maintenance workflow, from tenant request intake to vendor dispatch and follow-up.

Served as primary executive and legal intake support for a busy immigration law firm, assisting three senior attorneys and their teams in managing high-volume client interactions and legal operations. Managed executive calendars to optimize attorney focus and workflow efficiency. Scheduled 20–25 legal consultations weekly, ensuring compliance with firm protocols. Handled 60–100 daily emails, prioritizing critical tasks and communication. Conducted detailed legal intake screenings, routing cases to appropriate practice areas. Led post-consultation follow-ups, enhancing client engagement and satisfaction.

As an Intake Specialist, I managed over 300 weekly client interactions, conducting thorough assessments and handling sensitive information in a fast-paced healthcare setting. My role involved scheduling appointments within a provider network, ensuring all logistics were confirmed and compliant with regulations. Increased appointment conversion rates through consultative communication while adhering to compliance standards. Consistently achieved 100% on KPIs such as AHT, QA, Compliance, and CSAT. Provided bilingual support, enhancing client trust and understanding during the intake process. Maintained precise documentation within CRM systems to facilitate accurate reporting and audits.

As Operations Support Lead, I managed over 400 tickets weekly, overseeing operations across email, chat, and phone in high-pressure environments. I led a team of 7 agents, focusing on performance improvement through weekly QA reviews and personalized coaching, which significantly reduced escalations and improved client satisfaction. Reduced escalations by 90% through consistent coaching and workflow optimization. Achieved 95% CSAT, enhancing client trust and satisfaction. Prepared and presented operational reports and performance metrics to clients. Managed high-volume seasonal operations, maintaining service quality and team morale.

As a technical support specialist, I managed high-volume client interactions, ensuring efficient intake and qualification processes in fast-paced environments. I maintained clarity in communication and documentation, utilizing tools like Salesforce to ensure precise and up-to-date records. Handled 50+ client intake calls daily, focusing on thorough qualification and documentation. Resolved complex inquiries while maintaining clear, professional communication. Identified service opportunities during client interactions, enhancing client satisfaction. Maintained accurate client records using Salesforce, ensuring data integrity.

Coordinated technical case management for enterprise-level clients, ensuring accurate documentation and follow-through. Utilized Salesforce and Google Nest systems to track incidents and resolutions. Escalated complex cases while maintaining cross-team communication. Supported internal operations through structured case tracking and multi-channel coordination.