Looking for a job

Monica Prado

@monicaprado

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I keep customer operations, scheduling, and compliance workflows organized and accurate.

Guatemala

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What I'm looking for

I'm looking for administrative, customer operations, or process-quality work where I can keep scheduling, documentation, compliance, and customer cases organized while improving day-to-day workflows.

I oversee daily administrative operations at Hallmark Homecare South Charlotte & York County, coordinating patient scheduling, insurance verification, billing, payroll records, and personnel documentation.

I support efficient patient care by maintaining healthcare compliance and confidentiality requirements, preparing operational and financial reports, and improving office processes.

Previously, I supported rental parking customers at Five Star Call Centers through email, reservations, and case follow-up using Salesforce, ReTool, and Slack. I also handled airline bookings, cancellations, and flight changes across Facebook, Instagram, and X at Everise using Amadeus and Conversocial.

At Genpact, I progressed from banking customer service to process leadership and quality analysis, coaching teams of 18–20 agents, monitoring compliance, and simplifying quality processes. Across healthcare, banking, airline, and service operations, I bring more than eight years of organized, detail-focused remote support from Guatemala.

Experience

Work history, roles, and key accomplishments

Current

Administrador

Current

Hallmark Homecare South Charlotte & York County

Jan 2026 - Present (8 months)

Oversaw daily administrative operations to ensure efficient patient care and office workflow.
Managed staff schedules, payroll records, and personnel documentation.
Maintained compliance with healthcare regulations and patient confidentiality requirements.
Coordinated patient scheduling, insurance verification, and billing processes.
Prepared operational and financial reports for management review

Organización Administrativa Administración Departamental General Office Work Quality Assurance Analysis

Customer Support Specialist

Five Star Call Centers

Jun 2024 - Dec 2025 (1 year 6 months)

Handled customer emails and parking reservations, and followed each case through until it was actually resolved, not just marked closed. Logged everything in Salesforce and ReTool and kept in touch with the rest of the team through Slack.

Customer Support via Email and Customer Service

Five Star Call Centers

Jun 2024 - Dec 2025 (1 year 6 months)

Rental Spots (US)

Manage customer inquiries via email, providing timely and professional responses.
Address customer concerns related to parking spots, ensuring clear communication.
Scheduling and coordínate car reservation.
Follow up cases.
Utilize Salesforce and ReTool to streamline customer interactions.
Used also Slack.

Customer Service Representative

Everise

Apr 2022 - May 2024 (2 years 1 month)

Answered airline customers on Facebook, Instagram, and X about bookings, cancellations, and travel questions. Made flight changes directly in Amadeus and tracked conversations in Conversocial while hitting our response-time targets.

Social Media Customer Service

Everise

Apr 2022 - May 2024 (2 years 1 month)

Airline (Irland)

Handled customer inquiries on Facebook, X (Twitter), and Instagram regarding flight bookings.
Provided fast and professional responses to ensure high levels of customer satisfaction.
Utilized Conversocial to manage and track customer interactions.
Utilized Amadeus to make changes on their flights.

Social Media Customer Service

Conduent

Mar 2021 - Jul 2023 (2 years 4 months)

Social Media Customer Service Rep.
Social Media - Skill
International Packeging Services (UK)
same for as voice skill, follow-up on case and deliveries on time

Reservas De Ocio Resolución De Incidencias Writing Lead Generation Client CRM Organizational Skills Atenção Aos Detalhes Oral Communication Gestión De Correos Electrónicos Latin Gestión de datos Planificación Customer Service Communication Skills Time Management Customer Satisfaction Telefonie Spanish CRM Software Client Services Analytical Skills Online Research Manejo de equipos de oficina Trabajo Remoto Recepción Phone Support Habilidades sociales Data Collection Multitasking Razonamiento Éxito Del Cliente Calendars Data Entry Interpersonal Communication Habilidades De Comunicación Escrita Resolución De Consultas Salesforce Confidencialidad Client Relations Programación Customer Engagement Customer Focused Service Mecanografía Interpersonal Skills Reservation Management Chat English Grammar Atención al Cliente Messaging Documentation Resolução De Problemas Habilidades Laborales

Customer Service Representative

Conduent

Apr 2021 - Jun 2022 (1 year 2 months)

Voice Skill - Customer service rep
International Packeging Services (UK)
Handle customers inquiries, about packages and tracking deliveries.

Process Quality Analyst

Genpact (Banking)

Jun 2017 - Mar 2021 (3 years 9 months)

Started out on the phones handling banking questions, and over four years worked my way up to leading a team of 18–20 collections agents. Coached the team, ran huddles, gave feedback, and helped supervisors work through process changes. Reviewed customer interactions to make sure they held up to banking regulations and wrote up the findings. Handled account questions and technical issues by phone,

Process Lead

Genpact

Jun 2017 - Mar 2021 (3 years 9 months)

Banking (US)

Process Lead (collections)
Monitoring Agents , resolving questions of the process. Making huddles and meetings , giving feedback and helping the supervisor with their request . Handling a team work of 18-20 agents.

QA compliance (collections)
Improving and simplifying quality processes . Monitoring agents , resolving questions from the process and detention, also resolution of pote