Pamela Rosario

Handled 50+ inbound calls daily for billing, technical support, and account updates, maintaining a 95%+ customer satisfaction rating and reducing escalations by 30%. Documented interactions in Salesforce and trained new hires to improve service consistency.

Managed ACA data reporting for 50+ corporate clients and audited 1095 forms with 99.9% accuracy, reducing form processing time by 25% through automation and improved spreadsheet organization. Communicated with HR teams to resolve discrepancies and cut correction requests by 40%.

Managed daily Facebook and Instagram content, growing engagement by 35% and followers by 22% via targeted campaigns and a new content calendar. Created visuals in Canva and scheduled posts with Hootsuite, boosting weekly reach by 40%.

Prepared and filed legal documents, managed case files, and coordinated court schedules while supporting three attorneys and maintaining confidentiality; developed an intake form that saved 5+ hours weekly. Organized digital filing to improve retrieval time by 50%.

Provided high-volume customer support and claims processing for policyholders, achieving top-10 call quality performance for six consecutive months and helping reduce average call time by 12% through FAQ updates. Explained complex coverage to improve customer understanding.

Completed an Associate of Arts in Liberal Arts through the University of Phoenix remote program from August 2002 to June 2005.