+7 Years of Experience | Client Support, Operations Coordinator & Collections Specialist | Permits and Scheduling Coordinator

Contacted clients by phone to request supporting documents for VAWA cases and followed up via phone, email, and SMS to minimize case delays.

Prepared and organized complete evidence packets using Adobe, performing certified Spanish-to-English translations of client documents as needed, ensuring USCIS compliance.

Consistently met daily productivity goals by completing at least 4 high-quality evidence packets, supporting the firm's monthly USCIS filing targets.

Supported additional team projects as needed, contributing to workflow continuity and case preparation.

Improved customer retention by providing personalized support and clear guidance on company services.

Resolved the majority of customer issues within 48 hours across multiple channels, enhancing customer satisfaction.

Reduced repeat inquiries by providing clear, thorough responses and proactively addressing potential customer concerns.

Resolved customer issues via phone, handling over 500 calls per month with an estimated satisfaction rate of around 90%, based on feedback and follow-up surveys.

Built strong customer relationships through clear communication and consistent service, supporting retention and customer satisfaction.

Proactively addressed recurring issues with phone, cable, and internet services, reducing related customer inquiries by 10%.

Ensured data integrity by accurately processing new installation orders, upgrades, and service change orders into the company’s billing system.

Managed a portfolio of overdue accounts, helping recover approximately $40,000 through strategic follow-ups and timely payment reminders.

Corrected customer records in ServiceTitan to improve invoicing accuracy and reduce billing discrepancies.

Proactively followed up with customers and inspectors to reduce the backlog of open permits across multiple towns and move long-pending permits toward closure.

Organized required documentation, including Manual J, Manual S, and other technical records, to support permit approvals and compliance requirements.

Supported the permit process end to end by pulling permits, processing payments, confirming customer availability, and coordinating final inspections with town Building Departments.

Maintained regular communication with customers, inspectors, and Building Departments to keep inspections on schedule and permits moving toward closure.

Scheduled callbacks and coordinated reinspections after failed inspections to accelerate corrections and keep projects moving.

Processed permit and reinspection payments and maintained accurate expense records in QuickBooks Online.

Coordinated stand-in inspections with licensed technicians on site to keep inspections on track and improve scheduling efficiency.

Handled high-volume inbound calls to schedule HVAC, electrical, and plumbing service appointments while maintaining accurate booking records and responsive customer support.

Conducted outbound calls to schedule annual maintenance appointments and support membership retention efforts.

Maintained accurate customer information and documented appointments, improving scheduling efficiency.

Assisted with collections for unpaid service invoices and overdue memberships, supporting account resolution and payment recovery.