I'm a customer service professional based in Medellín, Colombia, with over 4 years of experience in remote, client-facing roles across healthcare-adjacent coordination and technical support.
Most recently, I worked as a Lead Nurturing Manager at Tradebuilder Inc. (November 2024–September 2026), managing patient scheduling, appointment confirmations, cancellations, and follow-up communications. I coordinated recall campaigns and patient leads to optimize provider schedules, delivered service across phone, email, and SMS while maintaining accurate records, and collaborated with clinic staff to improve workflows. I also served as a team leader across multiple client campaigns, guiding team members and coordinating daily operations, and took on cross-functional responsibilities across departments to help improve our processes.
Before that, I spent over two years (January 2022–June 2024) as a Technical Support Representative at Foundever, a BPO company, providing technical support to merchants through inbound calls and troubleshooting payment terminals and credit card processing equipment. I handled sensitive customer and financial information with a strong focus on accuracy, confidentiality, and compliance, diagnosed and resolved hardware/software/connectivity issues, and documented every interaction carefully, escalating complex cases when needed.
Alongside my career, I've been pursuing an undergraduate degree in Sociology — starting at Universidad Santo Tomás (2022–2024) and currently continuing at Universidad de Antioquia (2024–present). Studying sociology has shaped how I approach client-facing work, giving me genuine interest in understanding people's needs and communication patterns.
I'm fluent in English (C1) and Spanish (native), and bring leadership, adaptability, and strong attention to detail to every role. I'm especially drawn to positions where organization, clear communication, and confidentiality matter.
Looking ahead, I'm particularly interested in appointment setting and virtual assistant roles. My experience managing patient schedules, confirmations, cancellations, and lead follow-up at Tradebuilder lines up closely with appointment setting, and my background juggling calls, documentation, CRM-style records, and cross-team coordination has prepared me well for the detail-oriented nature of virtual assistant work. I'm comfortable working independently, learning new tools quickly, and staying responsive and organized.
