Service Delivery, Operations and Client Intake Specialist

Served as the primary bilingual contact for prospective clients through phone and web-form channels. Screened legal inquiries against firm practice guidelines to assess eligibility and case viability.

Conducted empathetic intake interviews, collected preliminary information and legal documentation, and coordinated appointments, consultations, and follow-ups. Maintained confidential and accurate case-management records for smooth handoffs to internal legal teams.

Directed the e-commerce order lifecycle for an outdoor power equipment business, managing up to 100 customer interactions daily across phone, email, SMS, and chat. Monitored supplier portals for inventory, freight lead times, shipment tracking, and delivery timelines.

Resolved fulfillment and logistics issues by coordinating with suppliers on transit delays and stock constraints. Processed warranty claims, returns, and product support histories in Zoho CRM to support accurate reporting.

Managed the end-to-end operational lifecycle of complex B2B telecommunications service orders, converting signed customer agreements into active project executions. Reviewed contracts to validate internet, voice, and SD-WAN requirements and ensure accurate technical routing.

Supported Project Managers and Partner Success Managers with provisioning documentation, implementation milestones, and carrier updates. Maintained Zendesk and Google Sheets records, coordinated with telecom vendors, audited open orders, and tracked provisioning dependencies across partner portals.

Worked in the specialized Back Office Operations division, investigating debit card disputes, unauthorized transactions, and compromised accounts. Audited transaction histories, merchant documentation, and banking records to determine case outcomes.

Maintained a 97% quality score while processing more than 90 cases per day. Served as a subject matter expert by training international teams and creating video documentation to standardize dispute-handling processes.

Delivered Tier II technical escalation support for enterprise VPN and cybersecurity software. Investigated high-value payment disputes and chargeback cases through detailed evidence review to mitigate financial risk.

Created internal knowledge-base articles, technical workarounds, and step-by-step training guides. Supported improvements in first-contact resolution through clear documentation and escalation expertise.

Handled account maintenance, balance servicing, and payment-processing operations for Capital One in a regulated financial-services environment.

Provided customer support while following established procedures for account accuracy, payments, and service requests.

Validated and structured cross-institutional financial data arrays in Microsoft Excel for macroeconomic reporting.

Translated critical economic briefs between English and Spanish to support bilingual communication and reporting needs.

Completed 90% of core coursework toward a bachelor's degree in Economics.