Rafael Capellan Heyer
Riverview,FL
Summary
Dedicated and detail-oriented professional with 6+ years of experience in client service, contract analysis, and case management. Proven track record of driving client satisfaction, workflow efficiency, and case success. Skilled in championing transparency, professionalism, and adaptability to trigger organizational growth. Excellent communicator, collaborator, and leader who accelerates progress and delivers rapid business value.
Overview
4
4
years of professional experience
Work History
Client Service Associate
Fisher Investments
Tampa , FL
06.2023 - Current
- Client Onboarding: Managed client onboarding process, ensuring smooth transitions and adherence to regulatory requirements.
- Primary Client Contact: Acted as a primary point of contact for clients, addressing inquiries and resolving issues promptly and effectively.
- Preparation and Distribution of Financial Documents: Prepared and distributed client statements, reports, and other financial documents in accordance with regulatory requirements and company policies.
- End-to-End Account Opening Process Management: Successfully managed the end-to-end account opening process, from initial client contact to account funding and activation.
- Proficient in the DocuSign Platform: Utilized the DocuSign platform proficiently to create, distribute, and track electronic signatures for account-related documents, expediting the account opening process and opening process.
- Proficient Salesforce CRM User: Proficiently utilized Salesforce CRM to manage customer relationships, track sales activities, and enhance overall sales efficiency.
- Communication skills: Utilized effective communication skills to explain complex financial concepts and regulations to clients in a clear and understandable manner.
Intake Specialist
The Driscoll Firm
San Juan , Puerto Rico
03.2022 - 03.2023
- Comprehensive Client Assessment: Performed comprehensive intake interviews to gather client details, such as biographical information, medical history, presenting issues, legal status, and key data.
- Client Service Excellence: Adopted a positive and friendly outlook during all customer interactions to deliver top-notch client service, boosting client satisfaction and streamlining communication.
- Employee Training: Developed and executed training programs to enhance the onboarding process, optimize steps, and boost employee workflow efficiency.
- Contract Analysis: Reviewed and explained various contracts to clients, enhancing client understanding and reducing contract disputes.
- Client Acquisition: Expanded sales base by adding new clients and maintaining accurate information, increasing client portfolio, and contributing to firm growth.
- Protocol Expertise: Clarified protocols and fielded questions with strong time management and organizational skills, improving client confidence and ensuring compliance with procedures.
- Document Handling: Managed mailing of sensitive legal documents to clients, ensuring timely delivery and upholding confidentiality.
- Legal Research: Investigated facts and laws for cases using pertinent sources, strengthening legal strategy, and boosting success rates.
- Adaptability: Adapted to rapidly changing environments and tailored workflow to individual client needs, enhancing client satisfaction and increasing workflow efficiency.
Customer Service Representative
Webhelp
San Juan , Puerto Rico
10.2020 - 02.2022
- Customer Support: Managed 150+ weekly inbound calls, leveraging conflict management and problem-solving skills to resolve issues for 15 Phillips Hue Smart Lighting products, maintaining high customer satisfaction and minimizing product returns.
- Technical Assistance: Offered technical support for Philips Hue mobile app and smart lighting products, enabling customers to effectively utilize products and enhance customer end-to-end experience.
- Issue Reporting: Prepared weekly customer reports for management to track root causes, streamlining issue resolution and improving product quality.
- Complaint Resolution: Resolved & closed 50+ complaints weekly, boosting customer satisfaction and retaining loyal clientele. Product Education: Informed customers on Philips Hue product details and best practices, empowering customers to make informed purchase decisions and optimize product usage.
- Continuous Learning: Pursued ongoing training to enhance knowledge in product specifications, improving customer support quality, and contributing to overall team expertise.
Education
Bachelor of Business administration in Finance - Finance
University of Puerto Rico
Puerto Rico06-2020
Skills
- Vendor Management
- Contract Management
- Negotiation
- Team Collaboration
- Cross-Functional Communication
- Interpersonal Skills
- Process Improvement
- System Management
- Customer Service
- Risk Management
- Conflict Management
- Leadership Management
- Client Relationships
- Interpersonal and written communication
- Sales Documentation
Languages
English
Native/ Bilingual
Spanish
Native/ Bilingual
Timeline
Client Service Associate
Fisher Investments
06.2023 - Current
Intake Specialist
The Driscoll Firm
03.2022 - 03.2023
Customer Service Representative
Webhelp
10.2020 - 02.2022
Bachelor of Business administration in Finance - Finance
University of Puerto Rico
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