Butterfli Transportation Coordinator at Sound Decisions (2025-12 – 2026-05)
- Operated communication tools such as Talkdesk and Teams.
- Preserved a 95%+ customer satisfaction rate over 2,000+ interactions, constantly ranking in the top 5 of a 20+ person support team.
- Achieved an Average AHT of under 4 minutes to regularly handle 1–3 inquiries without sacrificing resolution quality.
- Collaborated with providers daily to reach over 95% schedule adherence rates to reduce operational delays, ensure customer satisfaction, and enhance company reliability.
- Acted on 100% of performance feedback within 24 hours, following up personally to ensure full performance.
Insurance Broker at Intelitroop (2025-06 – 2025-12)
- Executed communication tools such as Slack.
- Managed 100+ inbound calls per day with an Average Speed of Answer under 10 seconds, maintaining high service standards in a demanding sales environment.
- Maintained 100% adherence to call scripts to boost lead engagement rates.
- Consistently closed 30+ insurance policies per month, contributing directly to revenue growth.
- Expanded client base by accomplishing a 100% follow-up compliance on all assigned leads within SLA windows, contributing to an increase in Retention Rates.
Legal Assistant at Dennis Hernandez and Associates (2024-08 – 2025-05)
- Implemented CRMs like Filevine and Salesforce. Communication tools such as Ring Central and productivity applications like Microsoft Office 365.
- Performed Intake processes, ensuring accurate data entry of client information, determining legal representation by team attorneys, or optimal Client Referrals to maximize case and revenue outcomes.
- Maintained 100% compliance with confidentiality and data privacy standards across all customer interactions, reinforcing trust as a foundation for customer retention rates.
- Compiled and maintained accurate case records using electronic filing systems to enhance data integrity.
- Structured financial statements, such as Settlement Closing Statements and Disbursement folders.
- Coordinated appointment scheduling with medical providers and tracked medical records and invoices with zero compliance gaps.
Hopper Premium Travel Expert at IGT Solutions (2023-01 – 2024-08)
- Operated CRMs as Kustomer and research tools as Guru.
- Managed more than 30 calls a day with a Response Rate of 3 seconds and an average AHT of 13 minutes.
- Executed travel reservation systems as Sabre, Amadeus, Farelogix, etc, to resolve travel disruptions, cancellations, and itinerary changes efficiently; achieving client satisfaction based on their preferences and budgets.
- Achieved a monthly customer satisfaction and QA above 95%.
- Maintained up-to-date knowledge of industry communications, policies, and best practices in travel management.
- Coordinated with airlines, hotels, and car rental providers to secure optimal travel arrangements.
- Generated additional revenue and customer satisfaction through strategic upselling of travel products and services.
AT&T Sales Executive / Sales Manager at Teleperformance (2022-01 – 2022-12)
- Operated Zendesk as CRM, Avaya as a communication tool, and research tools like Citrix 360.
- Handled 70+ daily inbound calls with a 3-second response time and an average AHT of 15 minutes. Maintaining a monthly First Contact Resolution rate exceeding 80% and customer service rates above 95%.
- Accomplished daily sales targets and consistently closed 30+ sales per month with an Offer Rate over 95%.
- Recognized as a top seller consecutively across the career for outstanding performance and revenue contributions.
- Trained and mentored 12 Agents on call handling best practices, product knowledge, and CRM usage; ensuring high-quality service delivery in a fast-paced environment.
- Managed day-to-day workflows, supervising team members to ensure performance, boost productivity, and meet monthly KPI targets.
