Manuela A.
Senior Customer Success Specialist
Open to offersNew to PlatformAbout
Manuela A. is a dedicated Senior Customer Success Specialist with over 5 years of experience in the customer service industry, evidenced by high-performance metrics including a remarkable 94% customer satisfaction score and a 98% resolution accuracy. She has a demonstrated track record of zero SLA breaches and consistently maintaining quality assurance rates above 95%. Her extensive experience includes roles such as Transportation Coordinator at Butterfli, where she utilized communication tools like Talkdesk and Teams to uphold a 95%+ customer satisfaction rate, and as an Insurance Broker at Intelitroop, managing 100+ daily calls while achieving high sales conversions. Over her career, she has honed her ability to manage performance metrics and reporting, mastered escalation management, and ensured strict compliance with data privacy regulations. Fluent in both Spanish and English, Manuela utilizes her exceptional analytical skills and product knowledge to anticipate customer needs and elevate service delivery across diverse business domains.
Experience
Transportation Coordinator
Sound Decisions · 2025 — 2026Utilized communication tools such as Talkdesk and Teams. Maintained a 95%+ customer satisfaction rate during over 2,000 interactions and ranked in the top 5 of a support team with more than 20 members. Regularly managed an Average Handling Time under 4 minutes for 1–3 inquiries while ensuring high resolution quality. Worked daily with providers to achieve a schedule adherence rate exceeding 95%, focusing on minimizing operational delays and boosting customer satisfaction.Insurance Broker
Intelitroop · 2025 — 2025Implemented communication tools like Slack to handle over 100 inbound calls daily, achieving an Average Speed of Answer under 10 seconds. Followed call scripts rigorously for 100% adherence, enhancing lead engagement. Consistently closed more than 30 insurance policies each month, positively influencing revenue growth, while ensuring complete compliance with follow-up protocols on all assigned leads.Legal Assistant
Dennis Hernandez and Associates · 2024 — 2025Employed CRMs including Filevine and Salesforce while using communication tools like Ring Central and Microsoft Office 365. Conducted intake processes with precise data entry of client information, facilitating legal representation or referrals. Adhered to confidentiality and data privacy standards, thus fostering customer trust for retention. Structured key financial documents and coordinated appointments with medical providers, ensuring proper tracking of records and invoices.Premium Travel Expert
IGT Solutions · 2023 — 2024Worked with CRMs like Kustomer and research tools such as Guru to manage over 30 calls daily, achieving a Response Rate of 3 seconds and an Average Handling Time of 13 minutes. Utilized travel reservation systems, including Sabre, Amadeus, and Farelogix to effectively address travel issues, cancellations, and itinerary modifications. Kept knowledge current on travel industry practices, policies, and coordinated with various providers for optimal arrangements.Sales Executive / Sales Manager
Teleperformance · 2022 — 2022Employed Zendesk as CRM and Avaya for communications, managing upwards of 70 inbound calls daily with a rapid response time of 3 seconds and an Average Handling Time of 15 minutes. Met and exceeded daily sales goals, regularly closing over 30 sales per month with a strong Offer Rate. Additionally, provided training and mentoring to 12 Agents on effective call handling, product knowledge, and CRM use, while overseeing team performance to fulfill monthly KPIs.
Skills & Expertise
Education
- Major in Forensic Sciences (Chemistry) - Minor in Gender StudiesSaint Andrews University
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