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Bilingual (C2) Customer Support Supervisor with 5+ years of experience in high-volume, fast-paced environments. Proven track record in handling escalations, optimizing workflows, and supporting both customer experience and operational performance. Experienced in managing sensitive data, processing payments, and working within structured, compliance-driven environments. Strong background in team leadership, training, and multi-channel support (chat, email, and voice). Known for being adaptable, detail-oriented, and highly empathetic while maintaining efficiency and accuracy under pressure.

I help remote teams in the U.S. Canada and Europe keep their operations organized, clients satisfied, and daily workflows running smoothly. I am a bilingual English-Spanish Operations Coordinator with experience supporting service-based businesses, healthcare teams, and customer-facing operations. I specialize in scheduling, dispatch coordination, CRM management, client communication, follow-ups, and administrative workflows. My focus is simple: reduce operational gaps, improve communication, and make sure every task moves forward. What I can help you with: ✓ Operations Coordination & Dispatch Support * Manage daily workflows and service requests * Coordinate schedules, tasks, and priorities * Communicate with teams, clients, and field staff * Track job status and ensure timely follow-ups * Maintain accurate operational records ✓ Scheduling & Customer Success * Appointment scheduling and calendar management * Customer communication via phone, email, and chat * Client follow-ups and issue resolution * Lead qualification and customer retention support ✓ CRM & Administrative Management * Update CRM records and databases * Maintain reports, spreadsheets, and documentation * Organize workflows and improve processes * Support invoicing and administrative tasks Tools I work with: * Jobber * CallRail * eClinicalWorks (ECW) * Availity * Service Autopilot * Slack * Google Workspace * Microsoft Office * Zoom Why clients choose me: ✔ 1,600+ successful Upwork hours ✔ Top Rated freelancer with 100% Job Success Score ✔ Experience supporting U.S. and Canadian companies remotely ✔ Strong English and Spanish communication skills ✔ Detail-oriented, reliable, and proactive I am available for long-term collaborations and can adapt quickly to new systems and processes. Let’s improve your operations and customer experience.

With 6+ years of experience in high-volume contact center environments, I have evolved from frontline Customer Service Representative to Quality Assurance Analyst and Team Lead — leading teams, optimizing performance, and driving measurable operational improvements. I specialize in managing people, processes, and performance metrics to create scalable and efficient customer support operations. Throughout my career at Teleperformance Colombia, I have: • Led and mentored teams to meet and exceed KPIs • Designed and implemented performance improvement action plans • Analyzed quality metrics and operational reports • Conducted calibration sessions and compliance audits • Reduced service gaps through process optimization • Ensured adherence to quality and communication standards My background allows me to understand both frontline challenges and management strategy — bridging execution with leadership. I am now focused on roles such as: • Customer Experience Manager • Operations Manager • Team Lead / Supervisor • QA & Performance Manager If you are looking for someone who can strengthen operations, improve performance metrics, and build accountable, high-performing teams — let’s connect.

Thanks for joining my profile, I feel honored I would like to share a little intro: Success in business isn’t just about titles, it’s about knowledge, about execution, adaptability, and the ability to turn challenges into opportunities. Behind every milestone, there’s a strategic thinker and a hands-on leader ensuring every idea becomes a result. I’ve had the privilege of working alongside an elite network of professionals across multiple industries, delivering excellence, growth, and transformation. Well, with over 20 years of experience in Management Positions, Law Firms, Business Process Outsourcing (BPO), Telemarketing, Digital Marketing, Sales & Operations Management, SEO & Digital Ads, and Client Services, I’ve helped companies scale by leading high-performing teams, launching strategic initiatives, and developing client-centric processes that drive measurable results. From startup environments to enterprise-level operations, I specialize in: 🧑‍💻Business Development & Revenue Growth 🧑‍🏫Operational Strategy & Team Leadership 📈B2B & B2C Sales Optimization 🗃️Client Retention & Engagement 🔗Digital Marketing & Automation 🖥️Virtual Assistance & Remote Team Supervision I’ve had the opportunity to lead initiatives in a diverse range of industries, including: 🏡🏢Real Estate & Mortgage ⚖️Legal & Case Management 🏨Healthcare & Insurance 🏘️Solar & Roofing 🌐Telecom & Security 🗺️🛣️Logistics & Transportation These roles have sharpened my ability to resolve quickly, develop scalable systems, and consistently exceed KPIs through strategy, accountability, and performance-driven management. Leadership, Strategy & Execution My journey—from front-line sales to executive-level oversight—has taught me that success is built on: A balance between technical expertise and human understanding The ability to analyze, plan, and act quickly An unwavering commitment to discipline, consistency, and follow-through My academic background in Mechanical Engineering, Philosophy, Mathematics, Marketing, and Operations gives me a unique perspective to tackle complex business challenges with structured creativity and strategic foresight. Track Record of Results I’ve led, supported, or helped scale operations in roles such as: Operations Manager (Commercial & Digital Marketing Campaigns) Case Manager (Attorney’s Office) Lead Generator/Broker (Roofing & Solar firms – NV, NJ, NY, OH, TX) Logistics Coordinator (Freight Company) QA & Floor Supervisor (Solar, Sprint, Student Loans, Insurance) Chats Manager (Real Estate & Realtor Campaigns) Each experience reinforced my mission: to create value, enhance team performance, and drive business success. So, If you’re looking for a reliable, forward-thinking partner who thrives on structure, growth, and delivering impact, let’s connect. My recent work with American businesses and international clients has only strengthened my skills. I invite you to check my Upwork profile for recent projects and verified reviews. Many of my clients will attest that I not only delivered excellent work but exceeded expectations—thanks to a professional ethos defined by discipline, consistency, and real-world expertise. Let’s build something great—together.

I am a bilingual remote professional specializing in operations and project management. With an extensive background in telehealth, clinical coordination, and executive support, I bridge communication gaps and streamline complex workflows. I thrive in remote-first environments, delivering precision-led solutions that drive organizational efficiency and project success. I operate with native-level Spanish fluency and C1 advanced English , seamlessly supporting U.S. clinical teams across day, evening, night, or weekend shifts. I have a proven track record of handling front-end clinical operations, medical administration, and bilingual triage for high-volume networks based in California, Florida, and New York. 🔹 Core Healthcare Expertise & Platform MasteryEHR & Digital Health Platforms: Advanced hands-on mastery of IntakeQ (intake workflows, multi-provider calendar coordination, psychiatric templates) and CharmEHR (front-end scheduling, medical agendas, and digital reception). Highly adaptable to platforms like Zoom Health and proprietary telehealth ecosystems. 🔹AI-Driven Efficiency: Expert at leveraging advanced AI tools (including ChatGPT) to streamline complex medical literature reviews, extract key clinical data points, synthesize international chronic disease guidelines, and optimize administrative copy. 🔹Bilingual Medical Interpretation: Providing consecutive and simultaneous interpretation (English/Spanish) during telehealth sessions, live consultations, pre-surgical assessments, and virtual aesthetic evaluations. 🔹Pharmacy & Insurance Coordination: Direct experience routing and verifying prescriptions with major U.S. pharmacy chains (CVS, Walgreens, Walmart) and checking insurance eligibility with regional networks like Ambetter and Sunshine Health. 🔹Clinical Communication Operations: Managing high-volume inbound/outbound calls, medical virtual triage, voicemail management, patient navigation, and professional email correspondence. 🔹 Highlighted Remote Experience Renewed Mental Health Group (California): Telehealth Care Assistant. Managed secure patient intakes and multi-provider psychiatry calendars using IntakeQ, enforcing strict HIPAA compliance. Sarasota Healthcare 168 (Florida): Telehealth Receptionist. Directed virtual front-end operations, patient scheduling, insurance verification, and care coordination through CharmEHR. New Jersey Janeda Orthopedics & Lov MedSpa (New York): Remote Medical Interpreter. Facilitated live virtual consultations, medical-aesthetic discovery calls, and multi-location appointment routing. Calcium Digital Health & LV8 Health (Illinois): Telehealth Assistant & Research Writer. Utilized AI tools to synthesize medical research and supported operations in elite precision longevity/anti-aging medical clinics. 🔹 Clinical Competence (MD Background) My background as a practicing physician gives me a distinct advantage over standard virtual assistants. I possess deep intuitive knowledge of medical terminology, protocol compliance, and multi-disciplinary care across: Internal Medicine, Pediatrics, OB/GYN, Surgery, and Psychiatry. Longevity Medicine (Medicine 3.0), Anti-Aging, and Medical Aesthetics. Chronic Care Management (Diabetes, Hypertension) and Mental Health. 🔹 Elite Remote Setup & 100% Uptime I maintain a professional, secure home office infrastructure ensuring zero communication gaps and total clinical confidentiality (HIPAA-aligned): Hardware: Intel i7 Processor, 32 GB RAM, 2 TB Storage. Peripherals: Noise-canceling headset, dedicated workspace. Connectivity: High-speed fiber internet with a completely independent MiFi backup system for uninterrupted connection. Whether your organization requires complex multi-provider shift coordination, meticulous billing/insurance intake, or precise cross-cultural medical translation, I deliver clinical accuracy and results. Let’s connect to discuss how I can elevate and streamline your remote healthcare operations!

I am a bilingual ( English & Spanish), organized, results-oriented Customer Service Professional with an excellent track record of significantly increasing service quality, sales and customer base. Outstanding communication, relationship-building and influencing skills; competent in building customer relationships which inspire confidence and loyalty