Perla Vallarta

Bilingual (English/Spanish) professional with experience in customer service, team management, and workers' compensation. Skilled in problem-solving, effectively communicating with various stakeholders, and maintaining high levels of customer satisfaction. Seeking an opportunity to apply my skills and contribute to the success of an organization.

Call Center Agent/Workers' Compensation Specialist/Team Captain at Wing AI Technologies, Inc. (2023-10 – Present)

Managed scheduling for clients, handled patient inquiries, and conducted research for patient care resources. Promoted to Team Captain in November 2024, managing 4 agents and overseeing workers' compensation specialist duties including prior authorization management, appeals and advocacy, legal coordination, and communication with healthcare providers and attorneys.

• Managed scheduling for up to 50 clients per week
• Managed an average of 40 patient inquiries each day through both email and phone, successfully maintaining a 98% response rate to calls
• Conducted comprehensive research to identify and verify contact information for clinics, lawyers, and other resources relevant to patient care, including phone numbers, email addresses, and physical addresses
• Promoted to Team Captain (November 20, 2024): Assumed the role of Call Center Team Captain (4 agents) in addition to duties as a Workers' Compensation Specialist
• Submitted prior authorization requests for various treatments and medical equipment, diligently tracking their approval status and promptly addressing any issues
• Managed the appeals process for denied prior authorizations, preparing and submitting compelling appeals to ensure patients received the necessary care
• Collaborated with attorneys, providing case summaries and recommendations regarding potential hearings or depositions to advocate for injured workers
• Maintained consistent communication with healthcare providers, insurance adjusters, and attorneys to facilitate efficient case resolution
• Monitored team attendance and performance
• Conducted weekly one-on-one check-ins with each team member to provide support, address questions or suggestions, and foster a positive work environment
• Prepared and delivered weekly performance reports to supervisor, including trend analysis and recommendations for improvement

Bilingual Customer Service Representative at RESULTS CX MEXICO (2023-08 – 2023-10)

Provided bilingual customer service support handling inbound calls and resolving customer inquiries regarding billing, account information, and technical issues.

• Answered an average of 30 inbound calls daily, providing efficient and courteous assistance to customers in both English and Spanish
• Resolved customer inquiries regarding billing, account information, and technical issues with a focus on first-call resolution
• Utilized CRM software to accurately document customer interactions, ensuring detailed and up-to-date records
• Consistently met or exceeded performance indicators such as average handling time and customer satisfaction

Bilingual Customer Service Representative at TTEC CX Solutions Mexico (2022-10 – 2023-08)

Delivered outstanding customer support through email in both English and Spanish, resolving customer questions and addressing issues with recognition as a top performer.

• Delivered outstanding customer support to approximately 25 customers each day through email, effectively resolving questions and addressing issues
• Handled an average of 25 customer issues each day, earning recognition as a top performer for four months straight
• Effectively communicated with customers in both English and Spanish, ensuring clear and accurate information exchange and adapting communication style to individual customer needs

Receptionist at Hotel Fiesta Americana Aguascalientes (2017-01 – 2022-05)

Provided exceptional customer service to hotel guests, managed reservations, processed payments, and resolved guest issues and complaints effectively.

• Provided exceptional customer service to hotel guests, addressing inquiries, resolving complaints, and ensuring a positive guest experience
• Efficiently managed guest check-in and check-out procedures, processing payments and ensuring accurate record-keeping
• Managed hotel reservations, processing bookings, modifying reservations, and coordinating with other departments to optimize room occupancy
• Handled cash and credit card transactions accurately, balancing the cash drawer at the end of each shift
• Resolved guest issues and complaints effectively, escalating complex issues to management as needed, contributing to high levels of guest satisfaction

– Colegio Santa Fe Preparatoria