Summary
Overview
Work History
Education
Skills
Timeline
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Katherine Calvo

Katherine Calvo

Back Office | Executive Assistant
El Salvador

Summary

Highly motivated professional with extensive experience in data entry, client billing, and support across multiple countries including El Salvador, the U.S., Cyprus, and Israel. Strong background in managing retail and medical accounts, handling insurance claims, and ensuring FDCPA and HIPAA regulations compliance. Expertise in advanced Excel, reporting, and assisting leadership in achieving daily and monthly KPIs. Skilled at maintaining data accuracy, coordinating team activities, and tracking important meetings, coaching sessions, and debriefs. Committed to consistently exceeding expectations and contributing to achieving organizational goals.

Overview

6
6
years of professional experience
3
3
Languages

Work History

Client Services | Assistant Operations Manager

Glass Mountain Capital
05.2024 - Current
  • Provided regular performance feedback to direct reports, fostering an environment of continuous improvement.
  • Developed and maintained comprehensive databases to support company operations and decision-making.
  • Served as a primary point of contact between the data entry team and other departments within the company.
  • Provided daily supervision, feedback, and oversight to direct reports.
  • Facilitated smoother workflow in the billing department by training new staff on billing software and procedures.
  • Skilled at working independently and collaboratively in a team environment.
  • Passionate about learning and committed to continual improvement.

Loss Draft Quality Control Specialist

Skycom BPO
04.2023 - 05.2024
  • Overseeing the accuracy and compliance of loss draft processing.
  • Responsibilities include auditing claims, resolving discrepancies, and implementing corrective actions.
  • The role also involves training team members and enhancing procedural standards.
  • Evaluated existing policies regularly, identifying areas for improvement and recommending revisions as needed.
  • Performed quality reviews to uncover workflow and communication issues.
  • Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.

Loss Draft Specialist II

Skycom BPO
01.2023 - 04.2023
  • Data entry of insurance losses to endorse checks for home repairs.
  • Monitoring company policies and keeping bank quality standards.
  • Managed a high volume of inbound calls from customers seeking updates or clarification on their loss draft claims, ensuring prompt responses while maintaining professionalism at all times.

CRM Controller

iTrade Global
07.2021 - 12.2022
  • Managed CRM Systems for sales and retention departments.
  • Data entry and reporting of daily targets and metrics.
  • Providing cashier support and leads filtrations for English, Italian, Arabic and Spanish desk.

Fraud & Disputes II

Blackhawk Network
12.2020 - 06.2021
  • Data Entry and transaction tracking to determinate if a fraud or legit purchase was done to the reported gift card of the customers.

Customer Service Team Lead

Boost Moblie
Remote
01.2019 - 12.2020
  • Implemented feedback tracking system to identify areas of improvement and adjust team strategies accordingly.
  • Promoted to team lead of customer service for displaying outstanding enthusiasm and remaining calm in extremely trying situations.
  • Reduced average handle time through effective communication training and improved knowledge of products/services offered.
  • Developed innovative solutions to recurring customer issues, minimizing repeat calls and enhancing overall satisfaction levels.

Education

Business Administration - Gaining comprehensive knowledge in various business disciplines

Keiser University
01.2016 - 1 2020

General High School Diploma - Graduated with Honors

COED Salinas de Ayacachapa

Skills

BI

Timeline

Client Services | Assistant Operations Manager

Glass Mountain Capital
05.2024 - Current

Loss Draft Quality Control Specialist

Skycom BPO
04.2023 - 05.2024

Loss Draft Specialist II

Skycom BPO
01.2023 - 04.2023

CRM Controller

iTrade Global
07.2021 - 12.2022

Fraud & Disputes II

Blackhawk Network
12.2020 - 06.2021

Customer Service Team Lead

Boost Moblie
01.2019 - 12.2020

Business Administration - Gaining comprehensive knowledge in various business disciplines

Keiser University
01.2016 - 1 2020

General High School Diploma - Graduated with Honors

COED Salinas de Ayacachapa
Katherine CalvoBack Office | Executive Assistant