Client relations, account manager, administration

Massiel Lugo Lozada

Santo Domingo, Dominican Republic

Phone Number 1-809-***-****

*****.*******@*****.***

Work experience

Nearshore Call Center

Contact: 809-***-****

Account Manager at Nearshore Call Center August 2013 – May 2014

• Operate as the lead point of contact for all matters specific to the client.

• Administrative and operational support to the client, building and maintaining strong, long-lasting client and executives’ relationship.

• Ensure the timely and successful delivery of solutions according to client needs, demands and objectives.

• Communicate clearly the progress of monthly/quarterly initiatives to internal and external stakeholders.

• Identify and grow opportunities within territory and collaborate with recruitment plans to ensure growth attainment.

• Supervise Human Resources processes and procedures; provide support to recruitment process according to client requirements.

• Supervise Maintenance, Facilities and Security department.

• Assist with high severity requests or issue escalations as needed.

Alorica (Call Center)

Contact: 809-***-****

Client Services Manager September 2012 – July 2013

• Work directly with the Account / Client to attend their demands in a timely manner.

• Prepare and deliver required documents and tools to facilitate daily operations.

• Provide readily available information to clients, if requested and as allowable, as it relates to servicing their accounts.

• Set up and maintain client management system.

• Attend and participate in client meetings, weekly / monthly business review.

• Identify and resolve Client / Account issues.

• Assist with special projects as assigned.

• Other duties as assigned

Comisión Internacional Asesora de Ciencia y Tecnología de la Presidencia, CIACT

Contact: 809-***-****

Project Coordinator / Administrative Assistant January 2010 - October 2011

• Perform administrative tasks and provide clerical and operational support to the different projects of the institution.

• Coordinate and manage projects donations, manage sponsors relations.

• Follow up and manage agreements with funding institutions, both national and international.

• Coordinate meetings, daily agenda, travel arrangements, and expenditures reports.

• Scheduling and planning.

• Attend to meetings, elaborate reports and minutes; prepare presentations, deliverables and any other support document.

Centro de Diagnóstico y Medicina Avanzada y de Conferencias Médicas y Telemedicina, (CEDIMAT)

Contact: 809-***-****

Services Officer / Administrative Assistant January 2007 - January 2010

• Coordinate medical services for outpatient on a daily basis providing personalized, efficient and highest quality service.

• Schedule appointments, manage direct transactions with insurance companies, escort patients to different areas of medical examinations, and coordinate specialized medical consultations and strict follow-up of the physical conditions of the patients.

• Coordinate patient admission, billing management, insurance process, and provide personalized and quality customer service at the admissions and billing department.

• Manage schedules for medical services working with a team of 12 specialists with an average of 100+ patients per day at the cardiology department.

Education

Instituto Tecnológico de Santo Domingo (INTEC), Dominican Republic

Bachelor’s degree in Psychology, April 2011

Summary of qualifications:

• I have excellent ability for working as part of a team.

• Direct attention to detail and organization

• Effective and efficient time management.

• Outgoing personality with ability to complement and enhance existing advisor-client relationships.

• Strong multitasking ability; work well in a high-stress environment.

• Positive attitude and sincere willingness to constantly learn and grow

• Computer skills in Microsoft Windows, Microsoft Office Package, Internet

• Native in Spanish

• Fluent in English

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