Hi, I’m
Oswaldo Abdiel Gomez Romero
Coatzacoalcos
Summary
Highly experienced professional with a robust background in customer service, appointment setting, sales, and administrative roles. Successful track record as a Virtual Assistant and Appointment Setter. Excels in managing patient intake processes, coordinating schedules, and providing exceptional customer service. Demonstrated ability to handle high volumes of outbound and inbound calls, verify benefits, and conduct over-the-phone assessments according to screening criteria. Successfully coordinated and scheduled new intake dates and times at Harmony Bay Wellness as well as with Mr. Handyman & Mr. Rooter Plumbing, effectively conducting screening criteria. Adept at utilizing and updating scheduling and CRM software to streamline operations and enhance the customer experience. Skilled in following up on leads through emails and calls to ensure smooth and efficient client access and care. Highly organized and detail-oriented, committed to delivering outstanding service and support. Contributes to the overall success of the organization by achieving high lead conversion rates. Fluent in both Spanish and English. Holds a Bachelor's Degree.
Overview
5
years of professional experience
1
Certification
Work History
Mr. Handyman of E. Nashville (TrueWorkLogistics)
Virtual Assistant
08.2024 - 03.2025
Job overview
- Answered and screened calls to provide information, schedule appointments (based on the specific needs of customers, including plumbers, electricians, painters, and more) and take detailed messages.
- Monitored emails, organized inbox, and prioritized messages for supervisor.
- Conduct outbound calls to follow up on warm leads and solicit customer reviews, commonly known as “Happy Calls.”
- Complete, update, and email work orders for commercial clients and property management companies, as well as keep the CRM software (Service Titan) updated.
- Oversee technicians' purchase orders to ensure they align with credit card charges.
- Address customer concerns directly with technicians and facilitate necessary follow-ups.
- Organize and optimize technicians' schedules to enhance efficiency.
- Ensure efficient routing of technicians based on geographical considerations.
- Conduct checkouts for technicians upon job completion, which includes verifying purchase orders, updating inventory to match invoices, ensuring that invoices are accurately sent to customers, and confirming that pictures have been uploaded and payments have been collected.
LanguageLine Solutions (Human Quality)
Customer Service Bilingual Interpreter
01.2024 - 05.2024
Job overview
- Enhance customer service quality by offering real-time bilingual support for inquiries, complaints, and resolutions.
- Provide assistance in various settings, including medical appointments, legal proceedings, educational environments, and business meetings.
- Ensure that the meaning, tone, and nuances of the original message are preserved.
- Remain calm and composed in high-stress or emergency situations.
- Maintain impartiality and avoid conflicts of interest.
- Protect confidentiality by adhering to strict professional ethics and privacy guidelines during interpretation sessions.
RE/MAX Main Line (PowerISA)
Inside Sales Agent
10.2023 - 01.2024
Job overview
- Proactively reach out to and qualify prospects through phone calls, emails, and other communication channels (cold calling).
- Schedule appointments for real estate agents, coordinate follow-ups, and facilitate seamless communication between clients and agents.
- Maintained detailed records of client interactions, ensuring relevant information was easily accessible for future reference.
- Utilized CRM software to manage leads efficiently, optimizing follow-up strategies for maximum conversion rates.
Harmony Bay Wellness
Patient Access Coordinator
01.2023 - 10.2023
Job overview
- Managed both outbound and inbound calls efficiently.
Followed up on leads via email and phone calls. - Coordinated and scheduled new patient intake dates and times, which included conducting the full admissions process: verifying benefits, as well as collecting demographic and insurance information.
- Verified insurance and confirmed whether plans were in-network or out-of-network, providing pricing details accordingly.
- Completed over-the-phone assessments based on established screening criteria.
- Addressed and resolved patient concerns, inquiries, and complaints in a professional manner.
- Stayed informed about changes in healthcare laws and insurance policies.
- Utilized EMR scheduling software (AdvancedMD) and CRM (Salesforce) effectively.
- Maintained strict adherence to HIPAA regulations while managing confidential patient information throughout various stages of care.
The Alternative Home Solutions
Project Coordinator
09.2022 - 01.2023
Job overview
- Kept projects on schedule by managing deadlines and adjusting workflows as necessary.
- Utilized CRM software (Monday) to track project progress.
- Ensured accuracy and accessibility of project documentation.
- Followed up with customers and power companies for any missing documentation or signatures.
- Facilitated effective communication among project team members, stakeholders, and external partners.
- Implemented corrective actions as needed to meet project objectives.
- Monitored and managed risks throughout the project lifecycle.
- Ensured tasks were completed on time and to the required standards.
- Assisted in the formal closure of the project, including final reporting and documentation.
Avis Budget Group (Telvista)
Customer/Sales Representative
04.2022 - 09.2022
Job overview
- Greet customers warmly and assist them in the rental process, including vehicle selection, rental agreement, and payment processing.
- Provide excellent customer service, answer inquiries, and complete the rental process.
- Identify opportunities for upselling and cross-selling additional services, such as insurance, GPS, or vehicle upgrades.
- Use their software efficiently to achieve and exceed the company's sales targets and performance metrics.
- Address and resolve customer issues or concerns related to reservations, billing, or the rental process.
Universidad De Oriente & Colegio Sn. Ángel
English Teacher
08.2020 - 01.2022
Job overview
- Prepared and implemented lesson plans addressing essential course topics.
- Employed a variety of teaching methods and resources to stimulate student thinking.
- Created innovative lesson plans to captivate students in learning English.
- Promoted language development by focusing grammar, vocabulary, pronunciation, and comprehension skills.
THOTH
Instructor/Assistant
02.2020 - 02.2024
Job overview
- Part-time role, originally started as an intern at this start-up
- Assistant: Maintained organized records of student information, schedules, and course materials
- Instructor: Planned and developed effective plans for English certification exams
- Designed and administered assessments to evaluate student progress
- Greeted visitors, answered phone calls, and responded to inquiries
- Provided information about language programs and enrollment procedures
- Coordinated language proficiency assessments and other evaluation processes
- Supported marketing initiatives and recruitment efforts
Education
Universidad De OrienteCoatzacoalcos, Veracruz, Mexico
Master of Science from Business Management
Universidad De OrienteCoatzacolacos
Bachelor of Science from Foreign Languages And Linguistics
06-2022
University Overview
- Completed University-level Coursework: Teaching Strategies for Non-Pedagogues, Universidad Anahuac
TecNMCoatzacoalcos, Veracruz, Mexico
Bachelor of Science from Mechatronics Engineering
Skills
- Communication
- Patience
- Adaptability
- Creativity
- Assessment
- Organization
- Empathy
- Problem-Solving
- Interpersonal Skills
- Time Management
- Technical Proficiency
- Persuasion
- Negotiation
- Tech-savvy
- Language Proficiency
- Cultural Awareness
- Listening
- Memory
- Confidentiality
- Customer service
- Scheduling appointments
- CRM management
- Email management
- Bilingual communication
- Data entry
- Project coordination
- Attention to detail
Languages
Spanish
Bilingual or Proficient (C2)
English
Bilingual or Proficient (C2)
French
Elementary (A2)
Italian
Elementary (A2)
Certification
- IELTS Academic International English Language Testing System 2021
- TOEFL ITP ETS TOEFL 2020
- EXAVER III Universidad Veracruzana, Campus Xalapa 2019
Additional Information
CRM: Service Titan, Salesforce, Monday, GoHighLevel, Slack, Ring Central, Mojo, Rocket.Chat, Readymode
EMR Scheduling: AdvancedMD
Microsoft Teams, Zoom, Google Meets
Microsoft Word, Microsoft Excel, Microsoft Publisher
Google Apps, Apple Apps, Microsoft Apps
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimeWork Location
RemoteImportant To Me
Work from home optionStock Options / Equity / Profit SharingHealthcare benefitsWork-life balanceCareer advancementSoftware
Salesforce
Service Titan
AdvancedMD
Monday
Ring Central
Microsoft Apps
Google Apps
Apple Apps
Slack
GoHighLevel
RocketChat
Zoom
AppFolio
Timeline
Virtual Assistant
Mr. Handyman of E. Nashville (TrueWorkLogistics)
08.2024 - 03.2025
Customer Service Bilingual Interpreter
LanguageLine Solutions (Human Quality)
01.2024 - 05.2024
Inside Sales Agent
RE/MAX Main Line (PowerISA)
10.2023 - 01.2024
Patient Access Coordinator
Harmony Bay Wellness
01.2023 - 10.2023
Project Coordinator
The Alternative Home Solutions
09.2022 - 01.2023
Customer/Sales Representative
Avis Budget Group (Telvista)
04.2022 - 09.2022
English Teacher
Universidad De Oriente & Colegio Sn. Ángel
08.2020 - 01.2022
Instructor/Assistant
THOTH
02.2020 - 02.2024
Universidad De Oriente
Master of Science from Business Management
Universidad De Oriente
Bachelor of Science from Foreign Languages And Linguistics
TecNM
Bachelor of Science from Mechatronics Engineering
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