Michael Luna
@michaelluna
Customer Service Specialist and Quality Analyst improving CSAT and operational efficiency through CRM-driven service excellence.
NicaraguaWhat I'm looking for
I’m a proactive, detail-oriented customer service professional and quality analyst, focused on improving service metrics and keeping clients highly satisfied. I bring experience in customer service, quality analysis, and CRM systems, with a strong commitment to clear, accurate communication.
In my current role as a Customer Service Specialist and Quality Analyst, I handle inbound and outbound client communications across phone, chat, and email, maintaining over 90% Customer Satisfaction (CSAT). I also support operational efficiency by keeping interactions documented and processes running smoothly.
I conduct in-depth call and process audits to identify recurring operational issues and implement corrective feedback loops. This approach helps teams strengthen adherence to compliance standards and maintain consistent service quality.
Bilingual in English and Spanish, I’m comfortable with virtual communication tools and process tracking. I also bring strong experience working with CRM and EMR systems while handling sensitive information responsibly under HIPAA regulations.
Experience
Work history, roles, and key accomplishments
Customer Service Specialist
Concentrix + Webhelp
Jan 2025 - Present (1 year 4 months)
Handled inbound and outbound client communications via phone, chat, and email, achieving over 90% Customer Satisfaction (CSAT) for Inmaculada Concepcion School. Conducted call and process audits and delivered corrective feedback loops to improve team adherence to compliance standards.
Appointment Setter
Oclinicals
Contacted patients to schedule, confirm, or reschedule appointments based on clinic availability while handling sensitive medical information in line with HIPAA requirements. Supported patient intake and maintained accurate records using CRM/EMR workflows.
Education
Degrees, certifications, and relevant coursework
UNICA
Bachelor of Business Administration, Business Administration
2023 - 2025
Completed a bachelor program in Business Administration at UNICA in Nicaragua from 2023 to 2025.
Inmaculada Concepcion School
Secondary Education
2012 - 2016
Completed secondary education at Inmaculada Concepcion School from 2012 to 2016.
Tech stack
Software and tools used professionally
Availability
Location
NicaraguaAuthorized to work in
Salary expectations
Job categories
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