Elizabeth Perez
Tijuana
Overview
17
17
years of professional experience
Summary
Dynamic and results-oriented professional with extensive experience at TherapyBrands, leveraging technical support expertise and effective communication to enhance system optimization and client satisfaction. Demonstrated excellence in multi-tasking and problem-solving, significantly improving customer onboarding processes. Proficient in Microsoft Office and Zendesk, with a goal-oriented mindset and performance reports. Strong organizational skills. Innovative Technical Specialist known for productivity and efficient task completion. Specialized skills include network troubleshooting, software development lifecycle management, and cybersecurity measures. Proven ability in problem-solving, teamwork, and communication to achieve project goals and improve operational efficiencies. Quality-driven Technical Specialist with extensive field experience, seeking a new position with advancement opportunities. Committed to improving business IT standards and optimizing resources.
Work History
Debt Specialist
Fast Track Relief
11.2024 - 12.2025
- As a Debt Specialist at Fast Track Relief, I worked directly with clients to resolve unsecured debt by guiding them through debt validation and relief processes in compliance with FDCPA and FCRA regulations. My role involved conducting detailed financial assessments to understand each client’s situation, educating them on their legal rights and available options, and helping them make informed decisions about their debt. I collaborated with law firms and third-party partners to support case resolutions and negotiate with creditors, while maintaining accurate documentation and compliance with state-specific regulations. Throughout the process, I provided empathetic, solutions-focused support to help clients reduce financial stress and regain control of their finances.
Implementation Technical Specialist
BPO Solution Therapy Brands
11.2022 - 11.2024
- Analyzed existing systems to identify areas for improvement and optimization. Resolved customer inquiries regarding system setup and usage through 15-minute consultation calls. Established and maintained strong client relationships through exceptional problem-solving and technical support. Managed client expectations by providing clear communication on available tools, resources, and project timelines. Fostered strong customer relationships through proactive engagement during onboarding phases, ensuring seamless transition and satisfaction. Collaborated with cross-functional teams to achieve project objectives and meet deadlines. Addressed customer requests and inquiries to enhance overall satisfaction.
- In my role, I addressed a diverse range of customer inquiries, spanning from basic questions to complex troubleshooting, with the aim of identifying system bugs that required escalation to other departments. This necessitated extensive knowledge of the software, its functionalities, medical terminology, and evolving insurance billing processes. I maintained meticulous documentation of all customer interactions. Additionally, I was a member of the High Velocity team, which focused on ensuring a positive initial experience for customers with the Electronic Health Record (EHR) system. Our responsibilities included providing tools for self-onboarding. My specific duties encompassed data folder preparation for EHR import, creation of dynamic intake forms as a premium service, webinar facilitation, customer query resolution, development of presentation materials, and serving as the primary host for these webinars.
- Subsequently, I transitioned to the SMB department, where I gained expertise in Therapy Brands software management. My responsibilities included reviewing customer packages to ensure they met the criteria for kick-off call scheduling. I prepared comprehensive PowerPoint presentations containing client clinic information, provided education on available tools and resources, and maintained consistent communication for 4 to 6 weeks through various channels, including emails, phone calls, and text messages, until the client’s graduation date.
Sales Representative
One Star
05.2021 - 11.2022
- In this role, I was responsible for cold-calling potential customers, scheduling appointments for software demonstrations, and earning compensation based on customer attendance at demonstrations. My duties included building a pipeline, researching competitors' products, prices, and sales techniques, and attending industry events such as conferences and seminars.
Account Manager
Spoton Point Of Sale System
04.2020 - 01.2021
- During the early stages of the COVID-19 pandemic, I collaborated closely with the Director of Sales at Spoton. My responsibilities included initiating contact with restaurant owners to establish a consistent sales pipeline in a highly competitive and challenging industry. I demonstrated proficiency in multitasking, relationship building, and managing the complete sales cycle from inception to completion. This process encompassed utilizing the CRM system, composing emails, conducting virtual demonstrations, making follow-up and retention calls, and collecting supporting documentation from business owners. I successfully closed deals in both Spanish and English.
- Key Accomplishments:
- → Negotiated contracts with clients to maximize profitability
- → Conducted market research to identify potential customers
- → Managed multiple accounts simultaneously while meeting deadlines
- → Developed strategies to increase revenue from existing accounts
- → Drafted proposals outlining
Quality Analyst
3DR Robotics
04.2015 - 08.2016
- Initially hired as a technical support representative for UAV drones, my responsibilities included assisting new customers with drone programming and initial configuration. This role also involved addressing issues with malfunctioning drones that could result in uncontrolled flight or crashes. After three months, I was promoted to Quality Analyst. In this capacity, I evaluated approximately 60 agents weekly, reviewing protocols followed during customer interactions via phone and email across all support levels, including software engineers. I collaborated closely with colleagues to ensure optimal customer satisfaction and efficient inquiry resolution. My duties also encompassed providing weekly feedback to each agent and compiling comprehensive weekly performance reports.
Sales Representative
Team Leader Telvista
07.2008 - 01.2013
- During my tenure at All Connect, I was responsible for selling comprehensive bundles comprising internet, cable, and phone services from various providers. My duties included providing information on canceled policies and addressing complaints related to application issues and new business for multiple service providers' phone and internet offerings. I actively encouraged team members to surpass individual sales targets and provided training, coaching, and support for both new and existing Sales Representatives to enhance their performance and productivity.
Education
INSTITUTO BICENTENARIO
Tijuana, Baja CaliforniaSkills
- Simulation Development
- Technical Support Expertise
- User Training Specialist
- System Updates Management
- Initiative Taking
- Effective Communication
- Excel Data Analysis
- Skilled in Multi-Tasking
- Resilient Performance in High-Stress Situations
- Assertive Communicator
- Proactively Driven
- Skilled in Microsoft Office Applications
- Effective Team Participation and Autonomy
- Analytical Problem-Solving
- Strong Organizational Skills
- Effective Interpersonal Skills
- Meticulous Attention To Detail
- Strategic Problem Resolution
- Goal-Oriented Mindset
- Team Leadership
- Continuous Learning
- Zendesk
- Netsuite
- Spree
- Sales Force
- Monday
- Sharepoint
Timeline
Debt Specialist
Fast Track Relief
11.2024 - 12.2025
Implementation Technical Specialist
BPO Solution Therapy Brands
11.2022 - 11.2024
Sales Representative
One Star
05.2021 - 11.2022
Account Manager
Spoton Point Of Sale System
04.2020 - 01.2021
Quality Analyst
3DR Robotics
04.2015 - 08.2016
Sales Representative
Team Leader Telvista
07.2008 - 01.2013
INSTITUTO BICENTENARIO