Camille Gilbert

Camille Gilbert Ecuador |- - | About me: I am a proactive leader with strong problem-solving skills, focusing on effective communication, organization, and decision-making. My approach is guided by responsibility, effectiveness, and a strong commitment to excellence. I am known for efficiently completing tasks and achieving outstanding results in the shortest possible time. Professional Experience: Remote Freelancer in Interpretation and Mediation Services | November 2023 – Present | • • • • Provide specialized interpretation and mediation services within the scope of U.S. Social Security, working directly with clients and their companies requiring assistance in resolving cases related to social security, immigration status, child safety, and other social security-related matters. Act as a liaison between non-English-speaking individuals and Social Security offices, ensuring clear and effective communication to facilitate understanding and progress in procedures and claims. Develop and maintain strong professional relationships with clients, delivering personalized service tailored to their specific needs, resulting in a high level of customer satisfaction and successful resolution of numerous cases. • Handle a wide range of legal and personal documentation, ensuring accuracy and confidentiality of sensitive information. • Contribute to overcoming linguistic and cultural barriers, improving access to essential services for non-English-speaking communities, reflecting a commitment to social inclusion and equity. Remote Customer Support Manager Weight Loss Journey | 2023 | • • • • • • Implemented customer interaction satisfaction metrics, leading to a 40% increase in overall satisfaction within the first 60 days. Established call satisfaction rating system, integrated into departmental scorecard, resulting in enhanced accountability and performance tracking. Identified and addressed root cause issues, resulting in a 30% decrease in call volume within the first 90 days. Successfully hired and onboarded 10 Customer Support Reps, ensuring seamless team integration and productivity. Developed and executed inbound playbooks, streamlining processes and ensuring consistency in customer support delivery. Achieved 40% of inbound calls solved and eliminated, contributing to improved operational efficiency. Remote Gafma Seguros Executive Assistant - Medical, Life, and AD&D Insurance (2022) • • Manage claims, renewals, billing, and new contracts in Spanish and English. Increase the client portfolio through effective sales strategies. • • • Optimize claims processing time, resulting in zero customer complaints. Handle individual and corporate portfolios in Spanish and English. Promote efficiency in all individual and corporate client requests, prioritizing their well being, comfort, and interests. Dr. Trino Andrade – Weight Loss Journey -) Sales Director and Head of International Patient Care • • • • • • • • • • • • • Provided detailed consultations to international patients in Spanish and English. Managed the care of over 1,000 English-speaking international patients. Conducted translations of clinical documents and technical conversations between English and Spanish. Coordinated and trained sales and customer service teams. Managed corporate accounts and conducted negotiations with suppliers. Maintained relationships with international suppliers and handled offshore negotiations. Conducted thorough sales metric analysis and ensured goal tracking to optimize performance. ALC Surgery Plastic, Esthetic, and Reconstructive Surgery -) Head of Administrative Area Identified opportunities, adapted services, and negotiated contracts. Supervised billing and maintained clear and updated policies. Evaluated and adjusted policies to balance coverage and costs. Recorded interactions and generated performance reports Key Achievements: • • • • • • • • Recognized as a core value champion, fostering a customer-centric culture aligned with company mission and values. Enhanced impact of Customer Support through strategic initiatives, leading to increased customer retention and product adoption. Effectively set and managed KPIs, resulting in improved communication and monitoring of metrics across Professional Services Implementation teams. Collaborated cross-functionally with sales, marketing, and product teams, enhancing overall customer experience and alignment on strategic objectives. Maintained high degree of customer satisfaction, consistently surpassing industry benchmarks in promoter scores, response time, and ticket ratings. Provided consolidated client feedback, resulting in actionable insights and changes implemented quarterly to improve sales potential and customer satisfaction. Influenced product roadmap by using customer feedback to inform and shape product development in collaboration with Product and Engineering teams. Led weekly team meetings, fostering team engagement and addressing departmental and team issues effectively. Education: Bachelor of Business Administration University of Especialidades Espíritu Santo, Ecuador Skills: • • • • • • • Strong leadership and team management Effective communication and interpersonal skills Proactive problem-solving and decision-making Customer-centric approach and focus on satisfaction metrics Strategic planning and execution Cross-functional collaboration and stakeholder management Data-driven analysis and KPI monitoring Courses and Certifications: INN - Nutrition Program University of Miami - English Course Leadership and Management – Isa García Corp. Business Academy Technical Skills: Microsoft Office Canva Google Sheets Notion Slack