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Susana C
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Member since February 16, 2023

Virtual Assistant

Hi, my name is Susana and I’m living in Mexico, in a city in the state of Queretaro. For the last 7 years, I’ve been an English as a Second Language teacher, focusing mainly on satisfying my student’s needs, and using skills for customer service. For the last 2 years, I worked for the private institute, I was the academic coordinator in charge of 3 offices, one in Queretaro and two offices in San Luis Potosi. When I was the academic coordinator, I was in charge of having all students information up-to-date, including special meetings to verify their progress with their tutors scheduled by me. Everytime students ended their courses, I gather a group of 30-35 students to organize their graduation from our course, starting with possible graduates, verifying the ones who finished had all they needed to graduate, managing the graduation project from the beginning to the end, including finding locations, looking for the menu, seating chart, and making sure everything in the ceremony was smooth going. 

For the last year, I’ve been working in two different bilingual call centers, the first one was for an American clinic and I was a patient advocate in the billing department, where I explained to the patients calling about any doubts regarding their bills. On occasions, some patients didn’t agree with the charges so I let them know if there was a chance to dispute the charges. Also, we assisted patients regarding information in their accounts, or payments to be done either to the clinic or directly to Collections, if it was the case. 

In my second Call center, I worked in the warranty and customer service department for an international containers brand, helping customers and consultants from USA and Canada with anything regarding warranty information, from overall information on how to claim them, to where the status of the warranty was. For the consultants, I assisted them in creating warranty forms and how to redeem them on our website or creating orders necessary. I was also trained to assist them with any information regarding their accounts or sales status, and how to grant them access with password reset in case this latter was necessary.

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