Skills

• Management and Communication Platforms: AppFolio, Jira, Confluence, Notion, Slack.
  
  

• Digital Tools: Microsoft Excel, Adobe Photoshop, Elementor Pro, WordPress, Wix, Odoo.
  
  

• Languages:: Español (native), Inglés (intermediate-advanced

Education

Private School
Sagrado Corazón de la Molina

2004 - 2014

2014 - 2016

2020 - 2021

Isil Institute of La Molina

Coursework in Systems Engineering

Early and Primary Education Diploma

I studied at Colegio Ateneo, where I spent my teenage years and graduated from high school. During this time, I not only strengthened my academic knowledge but also developed a deep passion for sports and physical skill. This educational environment fostered in me a mindset of excellence and a constant dedication to being the best in everything I set out to do—values that have been key to my personal and professional development.

I studied at Colegio Sagrado Corazón de La Molina, where I developed fundamental academic skills and ethical values that have been the foundation of my professional and personal growth. During these years, I also participated in various extracurricular activities that fostered teamwork and leadership.

Private School
Ateneo de la Molina

High School Education Diploma

I pursued a degree in Systems Engineering, where I discovered my passion for artificial intelligence (AI) and its transformative potential across various sectors. This interest led me to apply AI knowledge in my professional work, driving process optimization and enhancing customer experience. I am motivated to stay at the forefront of technology, which allows me to adapt my skills and knowledge to meet market demands.

Medical Office Assistant

Professional Experience

July 2021 – December 2021

Emergency Admissions Executive

• Efficient management of medical appointments

• Ability to adapt to different clinical areas.

• Experience in various medical specialties.

• Strong administrative and organizational skills.

• Good understanding of healthcare operations and protocols.

Clínica Ricardo Palma

January 2022 – September 2022

• Efficient scheduling of appointments and logistical coordination.

• Supervision of medical procedures, compliance with protocols, and verification of records.

• Effective communication with patients and data entry.

• Assistance with billing, insurance, and regulatory compliance.

• Collaboration with the healthcare team and resolution of challenges.

Required Skills

Responsabilities

Achievements

I achieved 2nd place in the 'Operations Innovation Incubator' of Clínica Ricardo Palma for the project 'Service Executive for Patients Over 60 Years Old During Clinic Visits.' Recognized for promoting a patient-centered culture within the QuirónSalud-Clínica Ricardo Palma group, emphasizing innovation and a commitment to personalized care.

Customer Support Agent L1

November 2022 – February2023

• Efficient management of multiple chats (up to 3 cases simultaneously).

• Excellent customer service, prioritizing satisfaction and effective resolution.

• Mastery of internal systems for support (company portal).

• Professional and formal communication, focused on customer satisfaction.

Pin-Up Casino

Teleperformance

May 2022 – September 2023

Especialista Bilingue en Soporte al Cliente

Required Skills

• Handle inquiries about bonuses, promotions, payments, and withdrawals on the casino platform.

• Manage questions about transaction delays and withdrawal types based on the bank.

• Escalate specific cases for further analysis when more investigation was required.

• Maintain constant communication with supervisors to improve the support workflow.

• Consult and study internal documentation on the Confluence platform to enhance daily performance.

• Fluent handling of written customer service in English, meeting high-quality standards.

• Ability to analyze cases related to charges, identifications, and suspicious transactions.

• Mastery of protocols for account approval or blocking according to company policies.

• Teamwork to ensure the proper flow of assigned cases.

• Organization and focus in a high-volume request environment.

• Handle customer cases interested in car rentals through English-language chat.

• Analyze and verify the validity of charges and documents provided by customers.

• Detect and report potential cases of identity theft, suspicious cards, or fake documents.

• Maintain constant communication with the team to coordinate case and process management.

• Follow established protocols to ensure secure and efficient service.

Responsabilities

Required Skills

Responsabilities

Coordinador de Mantenimiento Residencial en EE. UU.

September 2023 – January 2024

• Ability to coordinate multiple processes and teams in real time.

• Effective negotiation with suppliers and conflict management.

• Mastery of technological tools such as AppFolio, Jira, Confluence, and Microsoft Excel.

• Analytical skills for cost and resource optimization.

• Clear and professional communication with clients and contractors.

Prime Property Management

• Comprehensive management of the maintenance of a portfolio of 300 to 500 residential properties, including condominiums and communities.

• Coordination with technicians, suppliers, and residents to ensure efficient case resolution.

• Supervision of progress in maintenance tasks and scheduling of appointments.

• Statistical data analysis to evaluate operational effectiveness.

• Selection and negotiation with key suppliers, ensuring an optimal quality-price relationship for services such as roofing and HVAC.

• Implementation of digital tools like Notion to improve team task organization and follow-up.

• Reduction of operational costs through strategic negotiation with suppliers, resulting in significant savings for the company.

• Increased team efficiency by integrating Notion, improving real-time visibility and control of processes.

• Creation of a corporate website on GoDaddy for an affiliated company, strengthening its online presence.

• Successful management of social media (Facebook and Instagram) to increase the visibility of managed properties.

Achievements

Required Skills

Responsabilities

Web Master y Desarrollador Front-End

February 2024 – December 2024

• Organization and planning using tools like Notion to structure project development.

• UX/UI design using tools such as Adobe Illustrator and Photoshop.

• Image optimization and compression to improve website loading speed.

• SEO-optimized content writing.

• Custom code injection in Wix to create advanced functionalities.

• Ability to solve technical issues and maintain design functionality.

Boltek Media

• Led the planning and development of a high-converting landing page, coordinating directly with the client and selecting design references to ensure an effective structure.

• Designed and refined the visual layout, ensuring animations, transitions, and interactive elements met all functional and aesthetic requirements.

• Added custom code in Wix’s developer mode to trigger the automatic display of the landing page after three minutes of masterclass viewing.

• Created and optimized 30 written articles showcasing the business owner’s achievements, maintaining consistent image quality throughout the content.

• Managed the final review and adjustments of the project, maintaining constant communication with the client and recommending improvements to enhance performance and presentation.

• Digitalization of Sales: Successfully digitized the sales process for Grupo La Única by creating a professional landing page. This project had a significant impact on the company’s revenue and was personally recognized by the owner, who highlighted the quality and fast delivery of the work.

• AI Basic Training Session: As a representative of Boltek Media, delivered a training session at the Municipality of Chorrillos on the use of artificial intelligence tools. The content was adapted to the attendees’ work needs, explaining how AI can optimize processes and answering all related questions.

• Certification for the Training: Received an official certificate acknowledging participation in this training session, carried out in collaboration with a colleague, strengthening the practical and professional approach of the event.

Required Skills

Responsabilidades

Achievements

Tier 1 Bilingual Agent for UHC

Mayo 2025 – Actualidad

• Advanced proficiency in Maestro, Casey, and the company’s internal platforms.Conocimiento profundo del ecosistema Medicare, incluyendo estructura de beneficios, copagos, niveles de farmacia y reclamos.

• Deep understanding of the Medicare ecosystem, including benefit structures, copays, pharmacy tiers, and claims.

• Ability to identify the most effective solution in the shortest possible time.

• Clear and professional bilingual communication, coordination with other departments and providers to complete member requests.

Foundever

• Bilingual support for UHC members, managing inquiries related to Medicare, Part C, supplemental plans, and pharmacy ben

• Resolution of inquiries involving copays, deductibles, annual maximums, medication tiers, and specific types of coverage.efits.

• Handling complex claims and verifying copays, medication coverage, pending payments, and pharmacy or provider processes.

• Management and updating of member information through Maestro, Casey, the official UHC website, and other internal tools.

• Direct communication with providers during the same call to confirm coverage and resolve cases in a single interaction.

• Accurate documentation to ensure operational continuity and process compliance.

• Direct support for new agents, accelerating their learning curve and improving team resolution times.

• Effective resolution of claims, copays, deductibles, pharmacy benefits, and provider verification.

• Smooth communication with supervisors and coaches, contributing to continuous improvement.

• Excellent feedback and high promoter scores from members due to strong connection, patience, compassion, and the ability to build trust during calls

Habilidades Requeridas

Responsabilidades

Achievements

Web Proyects

My first project on Wix was the creation of Costa Rica Best Drivers, where I learned all the platform's capabilities while designing a functional and attractive website for a tourist transportation business. I maintain a close relationship with the owner, providing ongoing support and exploring strategies to generate high-value content on social media.

At Grupo La Única, I developed a high-conversion landing page planned in Notion, focusing on UX/UI. I programmed a specific functionality for the page to deploy after a masterclass viewed from a Facebook ad, successfully digitizing the brand's sales and optimizing its online presence.

The website, multitudinesecurity.odoo.com, was developed using Odoo technology to meet the client's needs, integrating automations and efficient lead and data migration. The project was completed in just one week to coincide with a business fair in Chile, prioritizing the mobile version before optimizing for desktop. I collaborated with a graphic designer, maintaining constant communication to create each section and ensure a functional and attractive design, successfully establishing the company’s well-represented online presence at a key event.

Current Education

Thanks to my skill with the Wix platform, I am also currently studying WordPress, an essential tool for businesses looking to scale to the next level. WordPress offers more freedom and customization options compared to other website builders, allowing for the integration of advanced functionalities such as automations, efficient content management, and designs fully tailored to each client's specific needs. This learning process is helping me expand my capabilities as a web developer and offer more robust and versatile solutions.

I am also prioritizing the study of Adobe Premiere Pro due to the rise of artificial intelligence and my constant adaptation to new tools for generating high-value content for businesses. The Adobe suite is widely recognized for its power, innovation, and versatility, making it the ideal choice for creating professional audiovisual content that makes an impact on social media and digital platforms. With Premiere Pro, I can combine creativity and efficiency, achieving high-quality results that meet the demands of today’s market.