Barbie Ybanez

Managed first-stage intake and matter creation in Clio, including LS-203 and retainer processing using Adobe Acrobat. Coordinated with claimants, employers, and insurance carriers, built Airtable/Zapier workflow dashboards, and monitored 500+ cases to ensure accurate status updates and data validation.

Served as the first point of contact for clients, accurately documented and routed at least 70% of inquiries to the appropriate legal team. Handled multiple case types and managed client information using Salesforce, Outlook, MS Teams, Dialpad, Excel, Basecamp, and ClockIt.

Handled 80–100 inbound/outbound calls daily while maintaining AHT below 5 minutes, achieving a 40% sales conversion rate. Maintained QA scores above 90% and supported customers via chat, email, and social media using Five9 for visual updates.

Delivered real-time loan chat support with an average 10-second response time, handling 250–350 inquiries daily and assisting up to six customers at once. Provided accurate guidance on loan applications, payment arrangements, cancellations, and extensions while maintaining high satisfaction and documenting all interactions for tracking.

Provided professional, empathetic phone support to 100+ customers daily, maintaining 92%+ CSAT scores. Resolved customer issues within target timelines and consistently achieved KPIs through reliable, accurate service.

Completed a Bachelor of Science in Chemical Engineering at Colegio San Agustin (Bacolod) in 2023.

Completed Senior High School with a STEM strand at University of Negros Occidental–Recoletos in 2020.