Racquel Casano

Delivered end-to-end technical support to T-Mobile US subscribers, troubleshooting and resolving complex mobile device issues, network connectivity problems, SIM/eSIM provisioning, and account billing concerns. Diagnosed and resolved hardware and software malfunctions across various smartphone operating systems.

Managed inbound calls from U.S.-based customers for BMO financial accounts, providing prompt and accurate assistance. Handled account inquiries, resolved issues, and guided customers through financial transactions while maintaining empathy and professionalism.

Accurately issued travel insurance policies to customers, interacting with clients to gather necessary details and review travel plans. Provided guidance on coverage options and ensured timely processing of applications.

Guided patients through the healthcare system, including screening, diagnosis, treatment, follow-up, and claims. Offered independent support to ensure patients' rights were respected and assisted in accessing appropriate information and services.

Handled inbound customer service calls, collections, and technical support inquiries via calls, chat, or email. Demonstrated excellent customer service skills with the ability to take ownership in assisting, researching, and resolving customer issues.

Validated all gathered data and verified sales. Responsible for handling sales verification calls and reviewing voice recordings of agents to check the validity of sales.

Contacted potential or existing customers to inform them about products or services using scripts. Answered questions, understood customer requirements, closed sales, and handled grievances to preserve the company's reputation.

Answered calls and responded to emails, assisting customers from purchasing to dispatch of orders. Managed and resolved customer complaints, provided product and service information, and documented all call information according to standard operating procedures.

Liaised with clients to determine event requirements and produced detailed proposals including timelines, venues, suppliers, and budgets. Managed and coordinated suppliers, event logistics, and staff to ensure events ran smoothly and to budget.

Focused on recruitment, management, and providing direction for agency staff. Dealt with worker compensation, hiring, performance management, safety, wellness benefits, employee motivation, and administration training.

Persuaded prospective clients on Balance Transfer and Insta-Cash Loans, conducted pre-screening of application requirements, and made phone calls to market products. Increased loan penetration in existing cardholders via cold calls and product presentations.

Handled word processing, typing, and data entry for reports, production items, shipping, and inventory. Maintained computerized inventory and helped plan company functions.

Pursued a Bachelor of Science in Business Administration with a major in Human Resource.