Nelida Fernandez

Customer Support and Administrative Specialist with 10+ years in high-volume, phone and non-phone environments. Manages 100–200 daily interactions, ensures documentation accuracy, and exceeds CSAT and revenue targets. Skilled in CRM systems, compliance workflows, and data-driven support.

Chat Support Specialist at ThirdChannel (2021-11 – 2024-10)

• Managed 100–200 daily live chat interactions while maintaining high accuracy and response time standards.
• Generated $10K+ monthly revenue through strategic upselling and product recommendations.
• Maintained high CSAT scores, consistently exceeding team performance benchmarks while utilizing Google workspace to perform data entry of results.
• Handled up to 4 concurrent chats, ensuring efficient multitasking and timely resolution.
• De-escalated customer concerns and resolved issues in a fast-paced remote environment.

Administrative Assistant at Robert Half (2019-01 – 2022-01)

• Maintained 95%+ accuracy in high-volume data entry and documentation processing.
• Provided administrative support across multiple offices, improving workflow efficiency and turnaround times.
• Managed high-volume communications, routing inquiries and supporting daily operations.
• Utilized CRM systems and Microsoft Office for documentation, reporting, and database updates.
• Supported compliance verification and document processing in structured environments.

Office Associate / Receptionist at Seamless Auto (2015-09 – 2016-08)

• Managed 100+ daily inbound interactions in a high-volume administrative environment.
• Processed 10–15 weekly transactions with full documentation accuracy and compliance.
• Reviewed and verified legal and DMV paperwork to ensure regulatory standards.
• Handled payments and maintained accurate financial records and reconciliation.
• Organized documentation for audit readiness and operational efficiency.

Certificate in Medical Billing and Coding – Martinsburg College

Certificate in Medical Administrative Assistant – Westchester Employment Opportunity Center