Esmeralda Flores

My career spans 18 years within the BPO, Call Center, and financial services industries, providing me with a robust and versatile skill set centered on high-stakes customer service, financial accuracy, and data management. I possess a strong foundation in Sales, Collections, Claims Processing, Fraud Analysis, and Customer Service, which allows me to seamlessly transition between proactive engagement and meticulous administrative support.

I have extensive, hands-on experience in complex financial operations, demonstrating absolute discretion and attention to detail. This includes:

• Processing Telegraphic Transfers and high-value financial transactions for an Australian-Based Insurance Company, ensuring zero error rates in critical fund movements.
• Assisting customers with Withdrawals and Loans on Life Insurance Policies and helping process 401k Loan Applications, which confirms my proficiency in navigating and managing compliance-critical financial documentation.
• Working in Collections by calling Medical Insurance Companies to follow up on Professional Service fees, giving me specialized experience in B2B financial communication and detailed claim verification.

My history is driven by achieving metrics and providing exceptional service across diverse customer bases:

• Outbound Closing: I spent years doing high-volume outbound calls as a Credit Card Installment Plan Executive and Motor Insurance Agent, successfully meeting KPIs and converting leads—a core skill for any sales-focused Team Leader or Specialist.
• Complex Service: I managed all aspects of U.S.-based hotel bookings, including reservations, itinerary changes, and cancellations, showcasing my resilience and problem-solving skills in fast-paced, high-stress service environments.
• Versatility: As a Freelance Virtual Assistant, I currently provide a broad range of services, including cold calling, appointment setting, data entry, and calendar management, proving my ability to work independently and manage diverse administrative tasks.

I am highly adaptable to new technologies, having mastered a wide array of high-security financial and sales systems, including Salesforce CRM, ORACLE CRM, FINACLE, FISERV, and Go High Level. This deep proficiency allows for rapid onboarding onto new platforms and quick process optimization. Furthermore, my experience owning a car rental business and leasing properties in Dubai reinforced my skills in client management, negotiations, and digital marketing.

In summary, I combine the resilience of a metrics-driven closer, the accuracy of a financial compliance officer, and the versatility of an executive assistant, making me an exceptionally reliable and high-value asset to any team.