Managed high-volume coordination of 50+ medical authorizations daily, consistently meeting strict deadlines within a 24-72 hour window.

Acted as the primary administrative bridge between U.S. healthcare providers and insurance payers to ensure 100% compliance and reliable scheduling.

Performed proactive follow-ups and meticulous documentation management.

Streamlined hospital workflows by resolving insurance conflicts, directly preventing appointment delays and optimizing provider calendars.

Leveraged Epic, Google Workspace, and Slack to maintain real-time communication and accurate data tracking in a fast-paced environment.

Spearheaded operational excellence by leading cross-functional teams and analyzing KPIs (CSAT, AHT, and QA), driving a consistent 12% monthly increase in overall productivity.

Managed complex end-to-end travel logistics for corporate clients of Travelperk and Hopper using Amadeus, Sabre, and Farelogics, ensuring seamless international arrangements and emergency relocations.

Optimized global scheduling for a team of 20 across the U.S., Europe, and Brazil leveraging Google Workspace to synchronize workflows across multiple time zones.

Streamlined B2B support and client interactions through expert-level use of Zendesk and Kustomer, maintaining high service standards for high-stakes corporate accounts.

Promoted to Lead Subject Matter Expert in record time due to exceptional performance in team mentorship, process optimization, and proactive crisis management.

Selected as a founding member of the Back Office department, serving as the primary End-to-End Case Owner for complex escalations for BJ's Wholesale Club.

Managed 30+ critical cases daily, performing deep-dive analysis to ensure all necessary data was captured before routing to specialized departments and personally overseeing each case until resolution.

Optimized operational efficiency by maintaining an Average Handle Time (AHT) 42% lower than the company standard, delivering rapid solutions without compromising quality.

Authorized strategic customer recovery by managing

gift card distributions to resolve complex disputes and maintain a CSAT score above 87%.

Led proactive client communication, directly notifying customers of escalation outcomes and ensuring high satisfaction levels through personalized follow-ups.