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
Softphones software for QA or customer service
CRM
Reporting and Leads Management
Excel
Office 360
Zoho
Salesforce
CRAP
HIPPA
FDCPA
TruValidate
Trustfull
Salv
Optimization of quality and production on floor
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