Herlan Rodriguez

Herlan Rodriguez S R. CU S TOM ER S ERVICE AGEN T V I RT U A L A S S I S TA N T Details Managua Nicaragua --N AT I O N A L I T Y Nicaraguan Profile Bilingual Experienced Virtual Assistant and Senior Customer Service Representative with over 10 years of experience in the BPO Industry, specializing in Customer Relationship Management, Tech Support, Virtual Assistance, Personal Injuries, and more. I am a highly effective and experienced Legal assistant with extensive knowledge in personal injuries handling cases from the intake to the settlement. As a Virtual Legal Assistant, I accomplished assisting a high profile attorney in more than 50 successful cases, allowing me to maintain professional standards and ethical work habits to produce quality case content with excellent technical and organizational skills to excel under deadlines and workload pressures, managing highly confidential information with professionalism and integrity. D AT E O F B I RT H 11/29/1990 Links Although technology can be an obstacle for some people, I have proven efficiency with an ability to quickly learn and navigate any computer software/program, or office filing system. English Level Languages English Spanish; Castilian • Overall Goal: To provide my knowledge to this company to contribute to its development, allowing me to gain more experience and job stability. • Professional Goal: Apply for a position that provides me with an opportunity for professional growth, and at the same time, allows me to increase my knowledge and develop my skills. Skills Leadership and Teamwork I am ready to join my next team. Ability to M ultitask Education Highly Organized Bachelor of Computer Science, National Engineering University, Managua, Nicaragua Active Listening 2015 — 2022 Ability to Work Under Pressure Critical thinking and pr oblem solving Case Management Personal Injuries Microsoft Office Suite Google Suite Employment History Case Manager / Virtual Legal Assistant, The Weinberg Law Offices. SEPTEMBER 2019 — MARCH 2023 I was hired as a virtual legal assistant to perform the following roles: • Do the intake for potential new clients. • Manage a caseload of approximately 10-20 cases per month. • Submit the new cases in the CRM system. • Document all interactions with the clients, providers, adjusters, in the CRM for records and organization purposes. • File an auto claim with plaintiff insurance and defendant auto insurance. (if there was not a claim opened). • Assist clients and case manager with the Property Damage. • Look for the closest medical lien providers and assist with scheduling patients for their medical treatments. • Follow up with auto insurance adjusters to solve the property damage. • File a claim with the California Department of Insurance if any of the adjusters become unresponsive. • Prepare check-ins and releases, follow-up appointments, imaging services, and exams. • Manage general clerical needs such as opening files, drafting emails, and faxing documents. • Request all Medical Bills and Medical Records from the Hospital providers using the coping legal services portal, as well as the lien providers. • Complete a bill verification once the patient is discharged from all medical providers. • • • • Draft letters and agreements documents for legal use. Assist my office manager to Prepare Personal Injuries LIEN Reductions. Assist paralegal drafting exhibits. Assist paralegal following up with defense adjuster and make sure we have an offer for body injuries. It was an honor for me to work at this law firm since day one because I obtained new experience in my career as a professional in the customer service industry. Also, it helped me to develop and discover new skills that allowed me to perform my job well, giving me the opportunity to increase my knowledge and to start a career in the personal injuries field. During I worked with this law firm, I always: • Delivered customer satisfaction as a top priority. • Organized and prioritized work to complete assignments in a timely, efficient manner. • Upheld the highest standards of honesty and integrity. • Worked with minimum supervision and enabled fast interactions. • Handled sensitive information, as long as the database of clients in a confidential and respectful manner. • Worked well independently and on a team to solve problems. • Consistently communicated in a lucid and effective manner. • Adhered to all safety rules and regulations. • Created and implemented a superior organizational system. • Handled the creation, maintenance, and tracking of outpatient medical records. Advanced Tech Support Specialist, Concetrix S.A., Managua MARCH 2018 — AUGUST 2019 Concentrix S.A. is a call center who works with some Technological companies based in USA. I was hired as a Tech Support Representative to provide support via phone (incoming calls) for any hardware-related problems for a consumer account. I performed the following roles: • Basic end-user troubleshooting for hardware related problems by phone, and chat. • Transferred the case to the repair specialist to initiate replacement based on warranty when determined unit had a hardware failure and needs replacement. • Guided the clients to configure their units after purchased. • Performed some tests of functionality, security, and performance to the clients' units to determine the root of the problem. • Resolved a diverse range of technical hardware related issues across multiple systems and applications for customers. • Handled approximately 20 tech support calls per Day to address customer inquiries and concerns. 3 Months later, I was moved/transferred to the commercial department (Business to Business Account). I was trained again for a month to become an Advance Tech Support Specialist. Here, we were going to work with the people who was working in the IT department of the company that was calling us from to provide advance tech support. I had the following roles: • Provided a Word Class Hardware Support via phone (inbound and outbound), by email, and remotely. • Filed new cases using our ticketing systems (CRM) to manage and process support actions and requests. • Increased customer satisfaction by resolving the case at first attempt (First Call Resolution) • Created follow up appointments with the clients to continue working on their support request. • Answered approximately 15-20 incoming calls by day from small and big companies on hardware related issues and address them accordingly to clients' needs. • Assisted customers in identifying issues and explained solutions to restore their units and functionality. • Provided on-call support, emails, and live chat for critical issues related to Hardware. • Documented all support interactions in our CRM system for future reference and addition to the knowledge base. • Managed high levels of call flow and responded to any hardware technical support needs. • Followed-up with clients to verify optimal customer satisfaction following support engagement and problem resolution. • Teamed on with Depth Engineers or Tech Leads to resolve over [10] support tickets weekly resulting in escalated issues. Administrative Assistant, Sagitario Sala De Belleza , Managua JA N UA RY 2 0 1 5 — M A RCH 2 0 1 8 Initiated as an administrative assistant of the CEO, performing the following tasks as a part-time job on weekends: • • • • Take of the incoming calls and gave solutions to the clients' needs. Provide customer service to her clients over the phone and in person. Deal with the beauty suppliers/vendors to make the orders. Set up appointments for the clients, vendors, and beauty suppliers either via phone or in person. • Provide solutions for all the problems involved internally and externally. • Interact with vendors, cleaning staff, and hairstylists to receive orders, direct activities, and communicate instructions. 6 months later, I was assigned more roles and get a full-time position due to the demand of their client increased and needed me for full time. • Do Payroll for the Hairstylist weekly payment. • Created a Facebook and Instagram fan page from 0 to have on-line presence. • Make Facebook e Instagram Ads to enhance the Online presence, generate leads, increase the number of service requests, and more. • Make monthly payments for beauty suppliers and administrative expenses. • Coach new employees (hair stylists) on company policies and performance standards. • Identify and recommend changes to existing processes to improve accuracy, efficiency, and quality service. Customer Service Representative, Sitel Nicaragua S.A., Managua J A N U A R Y 2 0 1 3 — J U LY 2 0 1 5 I was hired for a USA Money Transfer Company as a customer care representative performing the following tasks: • Assisted customer when they want a complete a transaction (Send/Receive/Refund Money). | Amendments/Canceled transactions. • Loaded prepaid cards. • Answered constant flow of customer calls with up to 120 calls per day. • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns. 6 months later, because of my performance, I was promoted to the online department. I was trained for another months and they made me a Money Transfer Specialist. During working for this department, I performed the following tasks: • Assisted clients creating their online account. • Guided clients to complete any electronic transactions. • Performed basic troubleshooting steps when clients were having any issue trying to accomplish any transaction using their electronic devices. • Provided information to customers regarding the loyalty program and helped them to open and activate new accounts. • Document all interactions with the clients in CRM to track requests, document problems, and record solutions offered. References Yahaira Osejo - BAC General Manager - Rosa Filiponi - Grupo Mantica General Manager -