Kevin Serrano
Milwaukee
Summary
Proven track record in enhancing operational efficiency and customer satisfaction at OCLINICALS, adept in CRM Management and excelling in multitasking. Demonstrated ability to uplift client experiences and streamline processes, achieving significant improvements in service delivery. Skilled in calendar management and a fast learner, consistently meeting and surpassing targets through effective time management and customer service excellence.
Overview
7
7
years of professional experience
Work History
Virtual Assistant/ Appointment Setter
OCLINICALS
05.2023 - 10.2024
- Monitored emails, organized inbox, and prioritized messages for supervisor.
- Answered and screened calls to provide information, schedule appointments and take detailed messages.
- Elevated client experience by providing timely customer support via phone calls, emails, and live chat platforms.
Line Operator
Aptar Group
05.2024 - 08.2024
- Loaded and unloaded product on and off conveyor line by routinely lifting up to 60 pounds.
- Communicated effectively with team members across departments for seamless coordination during shift transitions and critical operations updates.
- Provided timely feedback to supervisors regarding any potential issues or areas for improvement in the production process.
- Collaborated with team members to achieve daily production targets and consistently meet deadlines.
- Adjusted machine feed and speed to correct machine malfunctions.
- Demonstrated adaptability when assigned to different lines or roles within the facility based on changing business needs or staffing requirements.
- Prioritized workplace cleanliness, adhering to 5S principles and maintaining an organized workspace that contributed positively towards overall operation efficiency.
Telemedicine Representative
Opticall BPO
10.2021 - 05.2023
- Virtual assistant to the company's patient's guiding them trough remote eye exams.
- Mentor to new hire agents through nesting and within my assigned teams, I audited my teammates quality level based on the internal guideline, and served as a support coach covering promoted supervisors when needed and taking over their administrative and performance driven duties .
- Enhanced company reputation by providing exceptional customer service and support.
Costumer Service / Tech Support Representative
Ibex BPO
03.2018 - 03.2020
- Maintained high levels of customer satisfaction with proactive follow-ups and clear communication.
- Trained new support representatives, ensuring a consistent level of service quality across the team.
- Actively participated in team meetings, sharing insights on best practices and potential improvements.
- Participated in regular product training sessions to stay current on updates and enhancements.
- Analyzed support trends to identify areas for improvement, implementing changes for better service delivery.
Education
High School Diploma -
Technical Bachelor's Degree in Accounting
Managua, Nicaragua01.2014
Skills
- Calendar Management
- CRM Management
- Customer Service
- Fast Learner
- Multitasking and Time Management
Languages
English
Spanish
Timeline
Line Operator
Aptar Group
05.2024 - 08.2024
Virtual Assistant/ Appointment Setter
OCLINICALS
05.2023 - 10.2024
Telemedicine Representative
Opticall BPO
10.2021 - 05.2023
Costumer Service / Tech Support Representative
Ibex BPO
03.2018 - 03.2020
High School Diploma -
Technical Bachelor's Degree in Accounting
Similar Profiles
Andreina SanchezAndreina Sanchez
Medical Records Supervisor at OCLINICALSMedical Records Supervisor at OCLINICALS
Solanch Lorraine Reid KendallSolanch Lorraine Reid Kendall
Scheduler at OclinicalsScheduler at Oclinicals
Estefania ManriqueEstefania Manrique
Data Analyst at OCLINICALSData Analyst at OCLINICALS
Michael HarrisMichael Harris
Warehouse Worker at Keystone AutomotiveWarehouse Worker at Keystone Automotive
Maisie RickstromMaisie Rickstrom
Receptionist at Hawks Quindel, S.C.Receptionist at Hawks Quindel, S.C.