Full-Time

English, Spanish

Colombia

UNIVERSIDAD NUESTRA SEÑORA DEL ROSARIO

Law Degree

– Settlement Negotiations: Led settlement discussions and successfully negotiated settlement offers on behalf of clients, working to achieve favorable outcomes.– Demand Letter Drafting: Drafted comprehensive demand letters outlining client claims and seeking appropriate compensation.– Case Monitoring: Regularly tracked and monitored ongoing cases, ensuring all relevant information was updated and followed up on as necessary.– Evidence and Information Gathering: Gathered, reviewed, and organized supporting documents and proof to strengthen the case for settlement.– Case Coordination: Managed and coordinated client cases from inception to resolution, ensuring all deadlines were met and necessary documents were submitted on time.– Communication: Maintained clear and constant communication with clients, attorneys, and third parties to ensure all parties were informed throughout the pre-litigation process.– Legal Research: Conducted legal research to ensure compliance with relevant laws and regulations, supporting case preparation.

– Case Coordination: Managing and coordinating client cases from start to finish, ensuring deadlines are met and all required documents are submitted promptly.– Document Collection and Review: Assist clients in gathering necessary documentation, such as identification, proof of residency, employment records, and other relevant paperwork. Review and organize documents to ensure accuracy and completeness before submission to the appropriate immigration authorities.– Used Docketwise to track case updates and ensure compliance with regulations.– Monitored and reviewed relevant legal regulations to support case progress.

– Prepared and filed insurance claims: Managed the initiation of claims by accurately opening cases and ensuring all necessary information was submitted.– Drafted legal documentation: Created Letters of Representation to communicate with relevant parties, ensuring clear and concise representation of client interests.– Handled evidence requests: Compiled and submitted formal requests for evidence, essential for building strong legal cases.– Coordinated medical records retrieval: Generated requests for medical records from healthcare providers, including follow-ups to secure timely and complete responses.– Checked lien numbers and communicated with medical facilities to gather necessary information.– Sent demonstration materials and checked the status of current cases.– Maintained active communication with clients to keep them updated on case progress.

– Handled high volumes of inbound and outbound calls, providing prompt and effective solutions to customer inquiries, complaints, and service requests.– Actively listened to customer concerns, identified root causes of issues, and employed problem-solving techniques to resolve complaints in a timely and professional manner.– Utilized CRM software to log interactions, track customer queries, and update customer records to ensure accuracy and continuity of service.– Exceeded performance targets by maintaining high levels of customer satisfaction (as measured by post-call surveys) and adhering to quality standards.– Conducted follow-up calls to ensure customer issues were fully resolved and to build rapport for future interactions.– Coordinated with various internal teams (billing, technical support, sales) to escalate and resolve complex cases efficiently.– Supported the training of new team members, guiding effective communication techniques and company protocols.– Consistently met or exceeded KPIs such as call resolution times, first-contact resolution rates, and customer satisfaction.

Admin / Executive Support,Bilingual (English-Spanish),Customer Service

Nikolas