Open to opportunities

Mariana Lago

@marianalago

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Customer service and administrative professional with 4+ years remote support, CRM, and client relations expertise.

United States

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What I'm looking for

I am seeking a remote Customer Service Advisor or Client Relations role where I can apply CRM expertise, problem-solving, leadership, and growth opportunities in a collaborative, customer-focused team.

I am a results-driven customer service and administrative professional with over four years of remote support experience, strong CRM proficiency (Salesforce, HubSpot), and a proven record of improving operational efficiency and customer satisfaction. I consistently manage high-volume inquiries (50+ daily), maintain HIPAA-compliant documentation, and leverage remote collaboration tools (Slack, Zoom, Teams) to streamline workflows and support cross-functional teams.

My background includes payroll coordination, EMR and QuickBooks data entry, onboarding new hires, and leading process improvements that reduced payroll errors by 20% and decreased no-shows by 25% in prior roles. Multilingual in English, Spanish, and Portuguese, I deliver empathetic communication, conflict de-escalation, and strong upsell conversion results, ranked in the top 10% for call resolution speed in a previous customer service role.

Experience

Work history, roles, and key accomplishments

Remote Secretary Assistant

DLT General Construction

Jun 2022 - Jun 2025 (3 years)

Provided comprehensive administrative support including schedule coordination, invoice processing, payroll assistance, and CRM-based client liaison, streamlining document retrieval and reducing payroll errors by 20%.

Scheduling Quickbooks CRM Data Entry Remote Collaboration

Remote Customer Service Rep

Teladoc / Ontel NexRep

Sep 2021 - Jun 2022 (9 months)

Managed 50+ daily calls handling medical inquiries, order processing and returns, logged interactions in Salesforce, met KPI targets, ranked top 10% for resolution speed, and increased upsell conversions by 15%.

Customer Service Salesforce Phone Support Order Processing Conflict Resolution Upselling KPIs Remote Collaboration

Teacher Assistant

Eagle Pointe

Jun 2019 - May 2020 (11 months)

Supported classroom management and material prep, adapted lessons for diverse needs improving student participation by 30%, maintained attendance and grades with 100% accuracy, and streamlined record-keeping to save teachers 5+ hours weekly.

Record keeping Student Engagement Administrative Support Time Management

Esthetician & Receptionist Manager

Brazil Body Wax

Aug 2018 - May 2019 (9 months)

Performed esthetic services and managed front-desk operations, trained staff on CRM and service protocols, reduced inventory waste by 10%, boosted client retention by 15%, and cut no-shows by 25% via reminder systems.

Client Services CRM Inventory Management Sales Customer Retention Front Desk Operations

Education

Degrees, certifications, and relevant coursework

Hillgrove High School

High School Diploma, General Secondary Education

Activities and societies: Assisted with classroom management, maintained attendance and grade records, and supported student engagement initiatives.

Graduated with a High School Diploma from Hillgrove High School in Powder Springs, GA in May 2019, with experience in student record-keeping and classroom support.