Tier 2 Back Office
Resume:
Laura Alvarado B.
Tijuana Baja California
***************@*****.***
EXPERIENCE
Tri Source de Mexico— Back Office, Tier 2, Supervisor, Compliance Supervisor, Clinical Referral processor.
From June 2022 to September 2025
● 1-Back Office agent-for a Solar Panels campaign for the department of interconnection, getting all the documentation from the client to start the process with the Utility Bill company and the Solar company. This includes communicating by phone, email and text with the Home Owners.
● 2-Tier 2-for the same Solar Panels campaign, now in charge of all the final process and gathering all documentation ready so the state can approve to turn the solar panels on. This includes communication with the sales reps, and the utility bills of the state, via phone, text, email and chats .
● 3-Supervisor-for the same Solar Panels campaign I was in charge of all of the above plus in charge of the team, this includes payroll, weekly coaching forms, reaching goals of the campaign and providing solutions to the agents.
● 4-Compliance Supervisor-For this role I was now in charge of all employees inside the company, being this a total of 150 some of my activities were reviewing their weekly coaching forms, regarding their metrics, QA processings, write ups, suspension, meetings, following up on low scores, finding solutions in order to succeed in the different areas of opportunity for the agents depending on the campaign. Another task I was performing was making a few walks around the campaigns assuring that the company policies were followed. In order to complete these activities I was working hand to hand with the campaigns supervisors since they were completing the coachings, I was reviewing them and approving signatures to keep records for the HR department, as well as meeting with the Project Managers every week and providing the General Manager all reports and important follow ups.
● 5-Clinical Referrals processor- Worked on medical field processing clinical referrals from a Primary Doctor to an specialist making sure the insurance is covering what the patient is requiring. Calling patients, clinics and medical insurance following up until the end of the referral. DOB
4/23/1987
Languages
English and Spanish
spoken and written.
Skills
Good typing skills, excel,
reports, PC knowledge,
organized, customer
service, data entry, back
office, supervisor,
Compliance supervisor.
CCSI-Customer Service agent. Supervisor. May 2019-April 2022
● Customer Service Agent-Car rental campaign, answering calls for the car vehicle owners and also the clients in regards to accidents, claims, late returns, programing new rentals, charging different fees, communicating with them also via email for follow ups.
● Supervisor-Working for the Nintendo campaign, and this was for the department of Webforms, which was an area where the clients were sending online forms complaining about joy con drifting, so they were requesting for these items to be fixed or changed depending on the case and agents needed to complete on time and manner entering all clients information in order to send a return label to the customer and then the customer could send the item with it. Part of my activities here were QAing and Supervising the forms since this could not have any address errors, making sure the warehouse received the Joy Con, tracking them and providing accurate information and updates to the customers. Some of the customers had questions or requested a call so I was the one calling them and providing them with the information requested. Payroll was another of my activities, registering OT, holidays worked, hours completed, meeting expectations with the flow and distributing the forms for all agents.
XB Solutions, CCSI, Orion Task Us. Between October 2020-May 2022
● XB Solutions, providing Customer Service over the phone, email and chats for a clothing campaign, the activities include, cancellations, placing orders, upsells, providing order status and helping clients with their payment process.
● CCSI-Back office campaign, in charge of social media (facebook,instagram, tweeter, youtube), emails, text, placing orders, canceling orders, changing them, checking status.
● Orion-Customer Service and Sales for a campaign offering learning tools for kids and for this position I was getting calls, emails and chats, doing sales, retention, cancellations, payments, new accounts, status updates and sending promotions to the clients.
● Task Us- Providing attention as a back office agent for a car sales platform and my job consist here in reviewing the car paperwork in order to approve and the company then could buy the car and resell it.
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● Education — Centro Educativo California-2014-2015
● Comercio Exterior y aduanas- Foreign Trade (not finished)
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