Bilingual High-Ticket Sales & Customer Support Leader | Remote Operations & Tech-Savvy Support

Managed daily operations for a bilingual remote team serving U.S.-based clients. Led recruiting, hiring, and training of agents, including scripts, performance expectations, and ongoing coaching. Oversaw onboarding, scheduling, and payroll coordination, and ensured everyone had proper access to systems and tools. Built and maintained CRM workflows in GoHighLevel and Calendly to keep leads, appointments, and follow-ups organized. Acted as the first point of contact for internal system and workflow issues, documenting problems and solutions clearly. Helped leadership keep operations running smoothly while maintaining a strong customer experience.

Led remote campaign operations for U.S. financial services clients, acting as the main point of contact between leadership and a team of agents. Set daily targets, monitored KPIs (calls, contacts, appointments), and coached agents to hit performance and quality goals. Managed dialers, calendars, and CRM systems so data, leads, and appointments stayed clean and organized. Troubleshot login, access, and scheduling issues, documenting fixes and improving processes over time. Helped design scripts, workflows, and training so new agents could ramp quickly and the client always received consistent, professional service.

Supported high-ticket mentorship and business programs for a U.S.-based company. Handled scheduled sales calls with warm leads, asked qualifying questions, and guided prospects through the decision process with a consultative, low-pressure approach. Managed CRM records, appointment scheduling, and follow-ups to keep the pipeline organized and active. Answered pre- and post-call questions, helped new clients with onboarding and access, and made sure they had a smooth experience from first contact to signed client. Worked closely with leadership to improve closing rates, show-up rates, and overall client satisfaction.

Served as Office Supervisor and Operations Lead for a U.S. personal injury law firm. Managed a virtual call center that I built from scratch, including recruiting, interviewing, hiring, training, scheduling, and paying remote agents. Oversaw a portfolio of 170+ active cases, from intake through the point where a demand was drafted, ensuring all records, medicals, and communication were accurate and up to date.

Negotiated medical bills with providers and worked directly with insurance companies to reach fair settlements and avoid unnecessary litigation or trial whenever possible. Maintained clear communication with clients, attorneys, and staff so cases moved forward smoothly and deadlines were met.