Juliana Palencia

I’m a bilingual Virtual Assistant and administrative professional (Native Spanish / Professional English) with 4+ years of experience supporting managers and U.S.-based clients across operations, sales, and healthcare customer service. I focus on clear communication, accurate documentation, and smooth day-to-day workflows.

In my current role as a Credit Repair Specialist, I manage a full caseload while sustaining a 95% satisfaction rate through consistent, client-focused communication. I monitor high-volume inboxes, coordinate dispute documentation and case workflows, maintain CRM records in Zoho CRM and Go High Level, and guide prospects through the sales pipeline with lead management, follow-ups, and appointment scheduling.

Previously, as a Customer Service Representative for healthcare (Aetna account), I handled high-volume calls and inbox correspondence, supported billing inquiries and prior authorizations, and explained insurance coverage in a way that reduced repeat and escalated calls. I also ensured HIPAA-aligned compliance and documented interactions accurately; earlier, I supported the General Manager at Fundación Batuta by managing calendars and priorities, processing invoices in Apoteosys, and organizing SharePoint libraries.