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Francisco Ospina Hernandez

@franciscoospinahernandez

I'm Francisco Ospina, a customer operations professional with over three years of experience in Customer Success, technical troubleshooting.

Colombia

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What I'm looking for

I’m looking for a dynamic, growth-oriented organization where I can drive intake accuracy, conversions, and customer satisfaction—combining conflict resolution, talent development, and process optimization to improve productivity and protect critical timelines.

I’m an experienced BPO professional with over 3 years in customer service, sales, intake processes, and team leadership. I focus on improving outcomes through clear communication, disciplined follow-ups, and process optimization that protects timelines and quality standards.

As an Intake Specialist at Phillips Law Group, I evaluate legal viability of leads using rigorous criteria across motor vehicle accidents, premises liability, and defective medical device claims. I increase retention by proactively managing client communication and ensuring Retainer Agreements execute immediately after follow-up.

I also coordinate mass tort intake for high-volume nationwide campaigns, handling medical records and proof-of-exposure documentation with meticulous accuracy. My work includes preliminary investigation—gathering police reports, witness statements, and medical timelines—so hand-offs to litigation and paralegal teams are seamless.

Earlier, I led Branch’s financial-services teams as a Team Leader and supported users as a Client Success Specialist, troubleshooting technical issues, strengthening account security, and improving satisfaction through data-driven insights. I bring conflict resolution, talent development, and customer-centric conversion strategies to every environment, and I’m seeking to leverage my skills in a dynamic, growth-oriented organization.

Experience

Work history, roles, and key accomplishments

Intake Specialist

Phillips Law Group

Mar 2025 - Mar 2026 (1 year)

Qualified weekly motor vehicle, premises liability, and defective medical device leads by assessing negligence, liability, and damages criteria. Improved client retention through proactive follow-ups, managed high-volume mass tort intake, and ensured 100% of lead data capture in Litify/Salesforce to prevent Statute of Limitations expirations.

Mass Tort MDL Workflows Litify Salesforce Docusign HIPAA compliance Statute Of Limitations Tracking Medical Record Review Customer Journey Mapping

Team Leader

Branch

Nov 2023 - Oct 2024 (11 months)

Supervised daily team operations, assigned tasks, and enforced deadline adherence. Developed talent through coaching and feedback, partnered with senior management on goal setting, and used Google Workspace and Power BI reporting to improve productivity and performance.

Team Leadership Talent Development Conflict Resolution Goal Setting Google Workspace Salesforce Zendesk Power BI Performance Analysis

Client Success Specialist

Branch

May 2023 - Nov 2023 (6 months)

Provided high-tier fintech support by troubleshooting access issues and transaction errors to reduce churn and improve platform reliability. Implemented account security/data privacy protocols, educated users on cybersecurity best practices, and used account usage insights to deliver personalized recommendations and raise customer satisfaction.

Fintech Customer Support Transactional Errors Security Protocols Data Privacy User Behavior Analysis Salesforce

Guest Success Specialist

Extended Stay America

Aug 2021 - May 2022 (9 months)

Converted inquiries into confirmed bookings through persuasive communication and timely follow-ups. Maximized revenue by upselling room upgrades and extended stays, managing the full reservation lifecycle, and optimizing occupancy by eliminating calendar dead days.

Lead Conversion Sales Closing Upselling Cross selling Revenue Optimization Booking Coordination

Education

Degrees, certifications, and relevant coursework

Centro Cultural Colombo Americano

Coursework / Training Program, Leadership & Strategic Management

2013 -

Completed coursework in Leadership & Strategic Management, including operational optimization, new teacher training, and conflict resolution/communication (Feb–Mar 2013).