Looking for a job

Legna Oliveras

@legnaoliveras

Message

I lead bilingual customer experience operations that improve retention and accuracy.

United States

Message

What I'm looking for

I'm looking for a remote customer experience or operations leadership role where I can lead teams, improve workflows, resolve complex client issues, and strengthen retention through high-quality service.

At Enchanted Fairies, I led a remote bilingual support team of 22 members and maintained 90%+ CSAT across high-volume client interactions.

I partnered with leaders across five departments to streamline workflows, manage escalations, coordinate scheduling, and improve the end-to-end client journey. By identifying operational gaps and refining procedures, I reduced order-processing errors by 36% within one year.

Previously, at Encore Global Solutions, I supported subscription customers across phone, email, and live chat, investigated unauthorized charges, resolved billing discrepancies, and identified upsell opportunities.

My customer service foundation also includes medical account support at MCS, where I handled inbound and outbound calls while following HIPAA privacy standards and Medicare compliance requirements.

Experience

Work history, roles, and key accomplishments

Bilingual Experience Concierge Supervisor

Enchanted Fairies

Apr 2023 - Jun 2026 (3 years 2 months)

Direct-managed and mentored a team of 22 support members, maintaining a 90%+ CSAT score. Partnered with leaders across 5 departments to align operations and streamline workflows, reducing order processing errors by 36%.

Team Leadership CSAT Performance Monitoring Onboarding Training Payroll Zoom Scheduling Case Management Process Improvement Cross Functional Collaboration

Call Center Representative

Encore Global Solutions

Aug 2021 - Apr 2023 (1 year 8 months)

Managed high-volume customer interactions for a subscription-based platform across phone, email, and live chat. Spearheaded investigations for unauthorized billing charges and executed targeted upsells for account upgrades.

Customer Service Billing Investigation Refund Management Upselling CRM Troubleshooting Live Chat Phone Support Email Support

Stars Call Center Representative

Medical Card System (MCS)

Jan 2019 - Aug 2021 (2 years 7 months)

Handled inbound/outbound calls for medical accounts, resolving client inquiries while enforcing HIPAA privacy standards and Medicare compliance. Maintained up-to-date knowledge of Medicare regulations and company policies.

Customer Service HIPAA Medicare Inbound Calls Outbound Calls Account Verification problem resolution