Jesús

Conducted both outbound and inbound calls to engage with qualified leads and schedule consultations with licensed health insurance agents across the U.S.

Performed lead qualification by asking key screening questions to assess eligibility, level of interest, and availability before booking appointments.

Managed agent calendars to schedule appointments accurately and efficiently, avoiding scheduling conflicts and ensuring timely coordination.

Provided bilingual customer support in English and Spanish, clearly explaining the purpose of the call and guiding clients through the appointment process.

Maintained accurate and up-to-date records within CRM systems by logging call outcomes, updating lead statuses, and scheduling follow-ups.

Achieved and maintained a 90%+ appointment show-up rate through strong communication, clear expectations, and timely reminders.

Explained basic health insurance concepts such as coverage, premiums, and eligibility criteria to build trust and ensure the client was well-prepared for the agent call.

Performed follow-up outreach to warm leads who had previously shown interest but had not yet scheduled an appointment.

Tracked and reported on daily performance metrics, including calls made, appointments booked, and attendance rates to align with company goals.

Provided frontline customer support for ADT, a leading U.S.-based home security company, ensuring client satisfaction through efficient resolution of inquiries and technical issues.

Key Responsibilities:

Handled inbound calls and online inquiries related to billing, service installation, and system troubleshooting.

Guided customers through payment processing and account updates with a focus on accuracy and efficiency.

Delivered clear and empathetic explanations of monthly statements and charges.

Provided remote support for damaged security devices and scheduled maintenance appointments when necessary.

Collaborated with internal teams to escalate and resolve complex service issues.

Key Skills:

Customer Support (Phone & Digital)

Billing Assistance & Payment Processing

Home Security Systems (ADT)

Troubleshooting & Problem Solving

Technical Support

Communication & Conflict Resolution

CRM Systems (e.g., Salesforce, Zendesk – if used)

Multitasking in High-Volume Environments

Empathy & Client Retention

Service Quality Assurance

Provided customer and collections support for Affirm, a leading U.S.-based Buy Now, Pay Later (BNPL) company, assisting users throughout their loan application journey and managing payment-related inquiries.

Key Responsibilities:

Delivered customer service via inbound and outbound channels, guiding clients through loan application processes and eligibility results.

Handled sensitive financial data while assisting with account verification, online payments, and transaction history.

Conducted collections calls with professionalism and empathy to ensure timely payments and minimize delinquencies.

Educated customers on payment plans, due dates, and interest terms to increase repayment success.

Collaborated with internal departments to escalate complex account issues and maintain compliance with company policies.

Key Skills:

Collections & Payment Processing

Loan Application Assistance

Customer Service (Financial Services)

Conflict Resolution & Negotiation

Buy Now, Pay Later (BNPL) Knowledge

Call Center Operations

Empathetic Communication

Data Entry & Account Verification

Regulatory Compliance (FDCPA understanding)

Multichannel Support (Phone, Email, Chat)

Scheduled high-quality appointments for auto dealerships across the U.S., contacting both inbound leads and cold prospects to drive showroom traffic.

Engaged with potential customers via phone, text, and email, using tailored scripts and objection-handling techniques to increase appointment conversions.

Qualified leads by confirming interest, vehicle needs, budget, and availability, ensuring only serious buyers were passed to the dealership.

Maintained dealership calendars to prevent double-bookings and optimized schedules for sales teams.

Used CRM tools and dealership software to log customer interactions, update lead status, and track follow-up activity.

Contributed to a measurable increase in appointment show-up rates and vehicle test drives, helping sales teams close more deals.

Delivered bilingual customer support for U.S. and Canadian clients of online betting platforms, providing high-quality assistance across a range of financial and technical issues, including cryptocurrency transactions.

Key Responsibilities:

Provided real-time assistance via chat, email, and phone to clarify betting rules, event outcomes, and account-related questions.

Supported users in resolving failed payments, processing payouts, and troubleshooting transaction errors.

Guided customers through the use of cryptocurrencies for deposits and withdrawals, ensuring secure and accurate handling.

Escalated complex technical issues and payment disputes to internal departments when necessary.

Maintained high customer satisfaction scores by delivering clear, timely, and professional service.

Key Skills:

Customer Service (Online Betting Industry)

Cryptocurrency Payments & Wallet Guidance

Payment Troubleshooting & Resolution

Technical & Financial Support

Multichannel Communication (Chat, Email, Voice)

Account Management

Gaming & Event Clarification Support

Compliance with Regulatory Guidelines

Fraud Detection Awareness

Client Retention & User Satisfaction