Heinelyn Galula

Handled customer queries via email and managed tickets in Zendesk. Oversaw order management in Shopify, including cancellations, refunds, and updates. Provided general inquiry support regarding products and services.

Booked, rescheduled, and canceled patient appointments as a virtual healthcare assistant. Handled general inquiries about healthcare products and services. Ensured smooth communication between patients and healthcare providers.

Performed administrative tasks including scheduling appointments and generating invoices using Xero. Maintained client and student appointments, ensuring accurate records. Managed data, emails, and handled both incoming and outgoing calls.

Managed the e-Commerce website on Shopify, ensuring smooth operations. Handled email communications for tracking orders and shipments. Maintained proper documentation for orders and invoices, and submitted End-of-Day reports.

Performed quality analysis for the METLIFE account, ensuring adherence to strict quality standards. Identified areas for improvement in processes and agent performance. Provided detailed reports on quality metrics and compliance.

Acted as a Subject Matter Expert and Quality Analyst for the CLIPBOARD account. Ensured adherence to quality standards and provided expert guidance on complex issues. Conducted quality audits and provided feedback for continuous improvement.

Provided technical support for the Microsoft Surface account. Diagnosed and resolved complex technical issues for customers. Ensured high levels of customer satisfaction through effective troubleshooting and communication.

Provided customer support via chat for the LIGHTSPEED account. Assisted customers with their queries and technical issues through online channels. Ensured timely and accurate resolution of customer concerns.

Administered Salesforce for Tracfone/Net10 accounts, ensuring system functionality. Managed software configurations and provided user support within the Salesforce platform. Contributed to efficient CRM operations and data integrity.

Provided technical support for Microsoft Live Meeting users. Assisted with software issues, connectivity problems, and general inquiries. Ensured seamless user experience for the conferencing platform.

Supervised operations for the Foundever account, ensuring smooth workflow and team productivity. Managed team performance and implemented strategies to enhance operational efficiency. Oversaw daily activities and resolved operational challenges.

Served as a Senior Training Specialist for TalentPop. Developed and delivered comprehensive training programs to enhance employee skills and performance. Mentored new hires and existing staff on best practices.

Served as a Customer Service Representative for the ONESUITE account. Handled diverse customer inquiries and efficiently resolved issues. Maintained strong customer relationships through effective communication.

Provided comprehensive customer service support to clients. Assisted with a wide range of customer inquiries and resolved issues efficiently. Maintained high standards of service delivery in a call center environment.

Studied Information Technology with a major in Programming. Gained foundational knowledge and practical skills in various programming concepts and applications.

Completed secondary education.