Lucia Figueroa
Antiguo Cuscatlan,LI
Summary
Dedicated professional with demonstrated strengths in Customer Service, Time Management, and Problem-Solving. Good at building creative and successful so
Organized Virtual Assistant dedicated to improving accuracy and efficiency by maintaining and developing administrative and procedural processes. Focused and communicative individual possessing superb data entry, time management and customer service skills, providing quality administrative support to clients.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Virtual Assistant
Eureka Virtual Assistants
10.2022 - Current
- Manage and maintain customer databases, ensuring accuracy and relevance of data
- Verified patient insurance coverage and explained insurance billing procedures
- Successfully handled day-to-day operations such as managing documents, sending emails, handling calls and carrier follow-ups
Staff Trainer
The Office Gurus
05.2021 - 08.2022
- Developed and facilitated professional development workshops for faculty and staff to ensure quality instruction
- Tracked and monitored progress of trainees to identify areas of improvement and provide feedback
- Developed and implemented tests and quizzes to assess trainee knowledge and understanding
- Collaborated with subject matter experts to ensure accuracy of training materials
- Developed and managed online training programs, resulting in increased accessibility and convenience
- Maintained effective client relationships, ensuring client satisfaction and loyalty
Litigation Specialist
Morgan&Morgan (The Office Gurus)
08.2020 - 05.2021
- Contact potential clients to provide information, answer questions, or redirect to an attorney
- Establish good working relationships with clients in order to obtain vital information required in preparing for a case
Customer Service Representative
MoneyGram (Telus International)
05.2019 - 07.2020
- Resolved customer complaints in a timely and professional manner
- Monitored customer accounts for unusual activities or transactions that could indicate fraud or money laundering
Customer Support Technician
Fitbit (Telus International)
11.2016 - 05.2019
- Used problem-solving skills to troubleshoot and resolve customer issues
- Utilized a variety of diagnostic and test equipment to troubleshoot and repair electronic systems
- Identified and resolved application-level bugs that improved user experience
Customer Care and Sales Representative
Hilton International (Teleperformance)
01.2015 - 11.2016
- Provided information to guests regarding the hotel's amenities, services, and local attractions
- Mentored new call center representatives on customer service policies, procedures, and best practices
- Maintained up-to-date knowledge of hotel services, rates, and promotions
- Appropriately acknowledged service failures, handled escalated problems, and identified service recovery options to maintain customer loyalty
Education
Certificate - Project Management
ESI School of Management
10-2024
Certificate - White Belt
Six Sigma
08-2022
High School Diploma -
Colegio Externado De San Jose
11.2014
Skills
- Communication
- Time Management
- Microsoft Office
- Adaptability
- Solution Driven
- Active Listening
- Proactivity
- Calendar management
- Task prioritization
- Problem-solving
- Attention to detail
- Meeting scheduling
- Video conferencing
Certification
Six Sigma White Belt Certification, 08/01/22, Change management and local problem-solving teams supporting projects within an organization.
Languages
Spanish
English
Timeline
Virtual Assistant
Eureka Virtual Assistants
10.2022 - Current
Staff Trainer
The Office Gurus
05.2021 - 08.2022
Litigation Specialist
Morgan&Morgan (The Office Gurus)
08.2020 - 05.2021
Customer Service Representative
MoneyGram (Telus International)
05.2019 - 07.2020
Customer Support Technician
Fitbit (Telus International)
11.2016 - 05.2019
Customer Care and Sales Representative
Hilton International (Teleperformance)
01.2015 - 11.2016
Certificate - Project Management
ESI School of Management
Certificate - White Belt
Six Sigma
High School Diploma -
Colegio Externado De San Jose
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