Mayllolis Fragas
Naples,FL
Summary
At Lutheran Services, a skilled CRS Specialist leveraged CMS Integration and Team Building to enhance client service delivery, achieving significant improvements in customer satisfaction and data management efficiency. Expert in data-driven decision-making and adept at fostering collaboration, I streamlined processes and empowered decision-making, markedly optimizing resource allocation.
Proactive Empresa de Aseguramiento y Servicios Integrales a la Ganaderia, Playa, Cuba with Commercial Technician+ years product management experience in small start-up business environments. Effective driver of product development lifecycle from concept to delivery. Communicative and collaborative with proven history of improving business operations to support corporate growth and revenue.
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
1
1
year of professional experience
Work History
CRS Specialist
Lutheran Services
01.2024 - Current
- Completes and updated intake/assessment/follow ups and all documentation for the client in the CMS system.
- Follow-up with referrals and recommendations to ensure client objectives are achieved.
- Assisted in the development of training materials and training sessions for new clients and new employees on how to use the CMS, Access and other systems effectively.
- Answered customer queries and identified needs of them promptly and efficiently.
- Provided crucial insights to marketing teams, utilizing CMS and Web-RS data to develop targeted campaigns and promotions.
- Reduced response time for customer inquiries by optimizing the CMS and Web-RS system and automating routine tasks.
- Contributed to better decision making among executives and managers, providing accurate services based on data from the CMS and Web-RS system.
- Optimized resource allocation by analyzing customer service metrics and adjusting strategies accordingly using the findings from the CMS database.
- Optimized resource allocation by analyzing customer service metrics and adjusting strategies accordingly using the findings from the CMS and Web-RS database.
- Collaborated closely with IT teams and manager, troubleshooting technical issues related to the CRM system and ensuring minimal downtime.
- Safeguarded sensitive customer information, maintaining strict adherence to industry compliance standards within the CMS system architecture.
- Empowered clients with advanced functions that allowed them to make informed decisions about their data using in real time from the integrated analysis suite within their respective possibilities and goals to meet.
- Allowed more personalized interactions with clients, integrating their information and capabilities and goals into the company's CMS and WEB-RS strategy.
- Improved customer satisfaction by streamlining data entry processes to DCF.
- Facilitated data entry to other department processes, integrating CMS with other systems such as WEB-RS.
- Used proactive measures to maintain data quality, through rotation and practice in different positions in the company.
Education
Trainings
Lutherans Services Florida
Naples, FL, US01.2024
English
Lorenzo Walker Technical College
Naples, FL12.2023
Chemical Engineering
Technological University, La Habana, Cuba-Cujae.
07.2002
Skills
- Reporting and Analytics
- CMS Integration
- Team building
- Customer Support
- Data-driven decision-making
- Customer Retention Strategies
- Teamwork and Collaboration
- Problem-Solving
- Time Management
- Organizational Skills
- Effective Communication
- Adaptability and Flexibility
- Data and Analytics
Languages
English
Full Professional
Spanish
Native or Bilingual
Timeline
CRS Specialist
Lutheran Services
01.2024 - Current
Trainings
Lutherans Services Florida
English
Lorenzo Walker Technical College
Chemical Engineering
Technological University, La Habana, Cuba-Cujae.
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