Cali, Valle del Cauca, Colombia
Bilingual (English/Spanish) professional with 5+ years of experience in customer service, administrative support, and legal assistance. Currently supporting an immigration law firm remotely, where I handle contracts, client communication, payments, and case coordination alongside attorneys and paralegals. Skilled at managing multiple cases, drafting client communications, and ensuring accurate documentation for immigration processes. Previously, I worked at Chime, a leading fintech company, providing bilingual customer support for clients with account, payment, and compliance issues. Earlier in my career, I worked at Best Buy in customer service and Geek Squad support, where I developed strong technical troubleshooting and client-facing skills. I am passionate about streamlining processes, improving client experiences, and supporting teams remotely. Experienced in CRM systems, scheduling platforms, and productivity tools. Open to opportunities as a Virtual Assistant, Legal/Administrative Assistant, or Project Coordinator, with a long-term interest in Operations and Data Analysis.
Assigned to Chime Bank campaign Provided bilingual customer support (English–Spanish) for U.S. fintech clients, handling inbound calls related to accounts, transactions, and general banking inquiries. Selected to handle complex and escalated calls, including sensitive customer situations, disputes, and high-risk cases requiring advanced problem-solving. Acted as support for frontline agents, assisting with call resolution guidance and best-practice recommendations when needed. Ensured strict compliance with banking policies, data privacy standards, and internal procedures. Maintained strong performance metrics while managing higher-complexity interactions (CSAT, AHT, QA).
Assigned to Best Buy campaign Provided remote customer support for U.S. retail clients, handling inbound calls related to orders, product information, billing, returns, and general customer inquiries. Recognized for strong product and process knowledge; regularly assisted teammates with call handling, system navigation, and resolution strategies. Supported customers with troubleshooting basic technical and service-related issues, ensuring accurate and timely resolutions. Followed internal procedures, customer service protocols, and data privacy standards while maintaining quality and efficiency metrics. Maintained solid performance results while managing high call volumes and diverse customer scenarios.