Open to opportunities

Gabriela Caro Hernandez

@gabrielacarohernande

Customer service leader and case manager with proven skills in team leadership, compliance, and operational optimization.

Colombia

Message

What I'm looking for

I seek a role where I can lead teams, drive operational improvements, ensure compliance, and deliver exceptional customer and client outcomes in a collaborative environment.

I am a customer service professional and Modern Languages student with Advanced C1 English proficiency and a strong record in high-volume environments.

I have led teams, trained agents, and implemented data-driven strategies that improved customer journeys and operational efficiency.

As a case manager assistant, I coordinated case lifecycles, maintained strict compliance and confidentiality, and streamlined documentation systems to boost legal department performance.

I bring strengths in conflict resolution, financial handling, CRM tools, and cross-departmental collaboration, and I am committed to delivering exceptional client outcomes and continuous process improvement.

Experience

Work history, roles, and key accomplishments

Current

Case Manager Assistant

Current

Amerberg Law Group

Jun 2025 - Present (7 months)

Oversee and coordinate legal case lifecycles ensuring deadlines and procedural requirements are met with 100% accuracy; serve as primary liaison between clients, attorneys, and third parties while improving filing and documentation workflows.

Case Management Liaison Between Clients Legal Documentation Compliance Workflow Optimization Confidentiality CRM

Case Manager Assistant

Vinali Group S.A.S

Jun 2025 - Oct 2025 (4 months)

Assisted in assessing client needs and coordinating resources for case resolution while maintaining confidential records with 100% adherence to legal standards and preparing progress reports for interdisciplinary teams.

Coordinating Cases Compliance Management Reporting Assessing Client Needs Administrative Support

Customer Service Lead

Teleperformance

Nov 2024 - Jun 2025 (7 months)

Supervised and trained a team of agents, implemented data-driven strategies to improve the customer journey, and managed high-level issue resolution including payment tracking and collections.

Team Leadership Customer Service Training High Level Issue Resolution Payments Cross Functional Collaboration CRM

Retail Sales Associate

LMS Fashion

Oct 2024 - Dec 2024 (2 months)

Managed daily sales reporting and e-commerce order cycles, delivered personalized styling to build customer loyalty, and executed visual merchandising for seasonal collections.

Retail Sales Merchandising Sales Reporting Customer Relationship Management