Customer service representative for CALL THE CAR account Responsible for coordinating and scheduling non-emergency medical transportation for LA Care Health Plan members. Ensured that enrolled individuals had timely and reliable transportation to attend their medical appointments. Key contributions: • Managed inbound and outbound calls to schedule transportation reservations for members in compliance with plan policies. • Verified member eligibility and appointment details to guarantee accurate and efficient scheduling. • Provided clear instructions and empathetic assistance to ensure members understood their transportation arrangements. • Maintained accurate records of reservations and follow-ups to support service quality and member satisfaction.

Chat/email customer service representative Customer Support Agent – TELUS International (Quince Account) Provided front-line customer service for Quince, an online apparel retailer, through both chat and voice channels. Delivered comprehensive assistance to customers with order-related issues, ensuring a seamless shopping experience in a fully online environment. Key contributions: • Assisted customers experiencing delivery issues, including delayed or missing orders, by tracking shipments and coordinating solutions. • Supported customers with payment processing, including troubleshooting transactions and resolving billing discrepancies. • Handled refunds and returns, ensuring compliance with company policies and providing clear instructions to customers. • Managed high-volume inquiries with professionalism, empathy, and efficiency to maintain high customer satisfaction ratings. Executive Assistant | TELUS • Supported the Operations Manager with daily administrative tasks. • Coordinated schedules, meetings, and operational follow-ups. • Prepared reports and maintained accurate records. • Monitored team performance and operational activities. • Coordinated communication between departments and team members. • Assisted with workflow organization and process follow-ups. • Handled confidential information and operational documentation. • Supported the manager in resolving daily operational issues.

Chat/email customer service representative Provided high-quality customer service for one of the region’s leading delivery platforms. • Handled a high volume of customer inquiries via chat, email, and phone, ensuring timely and accurate responses. • Processed food refunds, order adjustments, and applied discounts while maintaining company policies and service standards. • Monitored and managed delivery times, proactively resolving delays to improve customer satisfaction. • Collaborated with operations and restaurant partners to resolve escalated issues and streamline the refund/discount process. • Maintained detailed records of customer interactions and feedback to support process improvements. • Consistently met performance KPIs such as response time, resolution rate, and customer satisfaction scores.

Executive assistant for AVIANCA account Provided professional customer service support to Avianca passengers, assisting with flight-related inquiries and travel arrangements. Managed customer requests efficiently while ensuring accurate information and a positive passenger experience. Key responsibilities: • Assisted customers with flight schedules, itineraries, reservations, and travel information. • Managed flight modifications, including changes to dates, times, routes, and passenger information. • Assisted with booking-related inquiries, cancellations, and other travel requests. • rovided clear and accurate information regarding flight details, policies, and procedures. • esolved customer concerns and service-related issues in a professional and timely manner. • ssisted passengers with itinerary changes and other requirements throughout the travel process. • Handled customer interactions in English and Spanish, adapting communication to different customer needs.

Executive assistant