Angel Tellez

Angel Tellez Summary Operations with expertise in data analysis and process optimization, with experience supporting team performance through structured training and documentation. Proficient in CRM systems, workflow automation, and cross-platform integrations, with a focus on streamlining processes and maintaining high-quality standards. Skilled in improving customer service performance and operational efficiency while contributing to internal knowledge sharing through the creation of SOPs, knowledge bases, and coaching. Strategic and detail-oriented, with a commitment to continuous improvement across systems, teams, and processes. Skills. Data Visualization | Quality Assurance | Outreach Communication | Strategic Analysis | CRM Management | Automated Workflows | Learning Development | Supervision | Operations Technical Skills. Excel | Google Sheets | Looker Up Studio | HubSpot | Salesforce | Monday.com | Cerner | Athena | Revenue Cycle | Microsoft 365 | AMS| Slack | Zoom | STC| Experience Legal Soft-Intake Specialist - April 2025 - August 2025 ● Handle an approximate of 100-150 calls daily. ● Call and pre-qualify leads for potential legal cases. ● Follow up with leads to gather evidence and complete the sign-up process for legal representation. ● Adhere to the QA specifications in every interaction to enhance the expectations of every lead regarding the law firms. Insurance Follow Up Specialist - Connect international · Full-time August 2024 - March 2025 ● I analyzed claims and invoices generated from hospitals among insurance companies. ● Collect revenue by initiating a dispute process based on claim denials and interacting directly with insurance companies. ● Review claims/invoice information by using insurance companies web portal to confirm and review the denials and find the best option available to solve them by following HIPAA regulations. Account Manager Representative - Credit Karma · Full-time May 2022 - July 2024 · ● Conducted regular review to client’s accounts to have their login information updated. ● Receiving and verifying fraud prevention documents to ensure no data breach on client’s accounts. ● Help clients to better understand the credit scores and how to keep their scores in healthy numbers to guarantee future credit approvals. ● Created and maintained comprehensive email notifications for clients to have a better visual of their account information. Sitel Group – Full Time Jan 2019 – April 2022 · Coach/Supervisor - March 2021 - April 2022 · ● Collected information based on team’s performance to work on areas of opportunities ● Developed Quality Analyst Skills to track and provide feedback to my agents to help them increase their opportunities as customer representatives ● Developed and delivered refresher training for agents, focusing on client procedures, product updates, and soft skills to improve quality scores and customer experience. ● Managed and coached 15-25 associates across high-volume and challenging lines of business to consistently improve their KPI performances. ● Maintained and updated internal knowledge base documentation to reflect policy and procedural changes, ensuring team-wide alignment. Education. ● American College University -International Relation – 2024 Languages ● French- Alianza Francesa Managua. ● English-European Academy