Elizabeth Duran
Miami,FL
Summary
Results focused leader with over 10 years in customer care and operational management. Successfully implemented data-driven initiatives that boosted customer engagement and streamlined performance monitoring, leading to significant operational improvements. Aligns strategies with business goals to enhance overall performance.
Overview
11
11
years of professional experience
Work History
Content Specialist
ICUC/Dentsu
04.2024 - Current
- Monitored social media trends, emerging formats, and viral moments to identify timely opportunities aligning with brand voice and values.
- Maintained and organized content calendar, tracking deadlines, scheduling posts, and ensuring daily content was published on time.
- Collaborated across multiple teams to ensure timely completion of projects across brands and social media sites.
- Edited content to enhance accuracy, consistency, and meet quality standards.
- Worked under NDA to ensure client confidentiality and security across multiple platforms (Twitter, Instagram, Youtube, Tiktok, etc.)
- Performed data entry tasks related to accounting processes.
Parent Liaison/Scheduling Coordinator
Cranial Technologies
01.2025 - 06.2026
- Coordinate scheduling of patients nationwide, including treatment, first visits, and follow-up.
- Communicated with clinics and patient guardians to confirm service requests and align expectations.
- Assisted in managing key patient records and escalated issues for timely resolution.
- Billed and explained CPT codes for insurance using Availity and Experian Health.
- Utilized CRM software to track customer interactions and feedback.
- Trained staff on best practices for documentation and compliance standards.
Customer Support/IT
FirstService Residential
12.2020 - 01.2025
- Delivered front-line technical support for SaaS hardware, software, and network issues, enhancing user satisfaction across multiple departments.
- Assisted in system installations, software updates, and troubleshooting of user issues remotely.
- Recorded customer issues and managed data input into ticketing systems, facilitating timely resolutions.
- Supported virtual conferencing platforms and user access management.
- Monitored operations and reviewed records and metrics to understand company performance.
- Responded to customer inquiries via email with accurate information and solutions.
Assistant Store Manager
Guess Inc
Miami, FL
04.2015 - 02.2023
- Trained new employees on company policies and customer service standards.
- Coordinated inventory management and restocking procedures effectively.
- Ensured visual merchandising aligned with brand standards and promotions.
- Resolved customer inquiries and complaints to enhance satisfaction.
- Conducted performance evaluations to support employee development initiatives.
- Managed the day-to-day operations of the store, including customer service, inventory management and staff scheduling.
- Supervised a team of employees and provided ongoing training to ensure high levels of customer satisfaction.
- Provided leadership support during peak business hours by motivating staff members to meet targets.
- Interviewed and vetted job applicants to make effective hiring decisions and fill vacancies with strong team members.
- Checked monthly sales and performance reports to support operational planning and strategic decision-making.
Education
Bachelor of Science -
Florida International University
Miami, FL06-2020
Skills
- Use of ZenDesk, Zoho, Pylon, Citrix, Jira, Slack, etc
- Content Management
- Microsoft Office Suite
- Virtual Conferencing Platforms
- IT Troubleshooting & Support
Timeline
Parent Liaison/Scheduling Coordinator
Cranial Technologies
01.2025 - 06.2026
Content Specialist
ICUC/Dentsu
04.2024 - Current
Customer Support/IT
FirstService Residential
12.2020 - 01.2025
Assistant Store Manager
Guess Inc
04.2015 - 02.2023
Bachelor of Science -
Florida International University