CX Operations Specialist with over 10 years of experience supporting global brands across hospitality, e-commerce, telecommunications, banking, and insurance. Skilled in both B2B and B2C environments, with expertise in loyalty programs, back-office operations, and SME support across voice, email, and chat channels in remote settings. Recognized for strong problem-solving and analytical abilities, customer-focused communication, and effective collaboration with cross-functional teams to consistently meet service level targets.
Experienced in coordinating transportation and support services within workers’ compensation environments, including scheduling timely and cost-effective transport for injured workers attending medical appointments. Proficient in arranging interpreter services (e.g., Spanish, ASL, and other languages) to facilitate clear communication between patients, healthcare providers, and insurance representatives. Acts as a key liaison between insurance adjusters, case managers, medical providers, and vendors to ensure seamless service delivery.
Demonstrates strong operational oversight by managing incoming service requests, prioritizing urgent needs, maintaining accurate documentation, and proactively resolving scheduling conflicts or service issues. Ensures compliance with regulatory requirements and company policies while delivering high-quality customer service. Adept at vendor coordination and negotiation to meet service and budget requirements, and experienced in reporting and tracking performance metrics such as on-time delivery and completion rates. Certified Lean Six Sigma White Belt with hands-on experience in POS systems, CRM platforms, and enterprise back-office tools.
Together We Grow!
Ria O.
