Exevutive Assistant - Customer Service - Team Lead - Client Relationship Managem

Quantrics – Case Manager / Customer Service Representative February 2018 – October 2024 • Acted as the final point of contact for complex customer grievances in a high-volume telecommunications account. • Achieved a 90% resolution rate on first-contact escalations through advanced negotiation and troubleshooting. • Managed customer escalation emails and follow-ups, ensuring timely and professional communication. • Led and mentored a team of representatives, improving performance and customer satisfaction scores. • Optimized data management workflows by encoding entries daily into Excel.

TeleTech – Health Recruiter (Sales Representative, Working Student) March 2016 – January 2018 • Conducted targeted cold-calling campaigns to healthcare providers for medical equipment sales. • Managed lead data entry and CRM updates to maintain an accurate and efficient sales pipeline. • Supported recruitment and sales operations while balancing academic commitments.

Virtual Assistant / Patient Coordinator (Sales – Healthcare) October 2024 – December 2025 • Coordinated patient care journeys by verifying insurance eligibility and obtaining prior authorizations. • Maintained accurate Electronic Health Records (EHR) to ensure seamless billing and service delivery. • Supported healthcare sales operations by streamlining communication between patients and providers.

Case Manager / Customer Service Representative February 2018 – October 2024 • Acted as the final point of contact for complex customer grievances in a high-volume telecommunications account. • Achieved a 90% resolution rate on first-contact escalations through advanced negotiation and troubleshooting. • Managed customer escalation emails and follow-ups, ensuring timely and professional communication. • Led and mentored a team of representatives, improving performance and customer satisfaction scores. • Optimized data management workflows by encoding entries daily into Excel. • Reduced department backlog by streamlining documentation and scheduling processes.

Case Manager / Customer Service Representative February 2018 – October 2024 • Acted as the final point of contact for complex customer grievances in a high-volume telecommunications account. • Achieved a 90% resolution rate on first-contact escalations through advanced negotiation and troubleshooting. • Managed customer escalation emails and follow-ups, ensuring timely and professional communication. • Led and mentored a team of representatives, improving performance and customer satisfaction scores. • Optimized data management workflows by encoding entries daily into Excel. • Reduced department backlog by streamlining documentation and scheduling processes.

Experienced Team Lead with a proven track record of guiding and mentoring teams to achieve performance goals and deliver exceptional customer service. Skilled in client relationship management, sales support, and quota achievement, with expertise in healthcare and dental insurance administration. Adept at leveraging technical tools, workflow automation, and analytical problem-solving to streamline operations and drive efficiency. Recognized for leadership, professionalism, and the ability to build trust and long-term success with both clients and team members.