As a US Case Manager and HR Assistant III, I have honed my skills in effectively managing queries received via phone calls, emails, and chats, ensuring timely responses to resolve various situations. I have successfully handled inquiries and end-to-end cases related to leave and disability events, Workers' Compensation, benefits, and leave options for employees, managing a workload of 150-200 cases. My role involved consulting, coordinating, and partnering with various stakeholders including third-party administrators, HR, Safety, Legal, Payroll, Benefits, and team members.
During my tenure at Amazon as a Customer Success Account Manager, I demonstrated my ability to develop, supervise, and manage portfolios of over 200 executives, ensuring customer satisfaction through various communication channels. I excelled in providing follow-ups and support on client needs, organizing and leading meetings, and assisting in process improvement and performance metrics. Additionally, I played a key role in handling the onboarding and offboarding processes, promoting product value, and contributing to upselling strategies.
In my most recent role as a Success Senior Manager at Virtual Latinos, I have led and managed Success Account Managers, providing guidance and support to ensure that each team member meets their individual goals and KPIs. I have been instrumental in setting and tracking KPIs, analyzing data and metrics to identify areas of improvement, and coaching, mentoring, and training team members. Additionally, I have overseen CRM management, customer engagement monitoring, and project progress tracking. My responsibilities also include coordinating accounting-related matters and ensuring prompt and efficient processing of customer billing and payments.
Overall, my diverse experience in case management, account management, and senior management roles has equipped me with a comprehensive skill set and a strong ability to drive success and deliver results in complex and dynamic environments.
