Vivian Signorelli
@vivsig
HR & People Operations | Customer Experience Team Lead (4 yrs, 13 to 15 agents) | Onboarding, Employee Relations, Training | Bilingual English/Spanish
United StatesWhat I'm looking for
At 5CA, I led a remote customer experience team supporting King's Candy Crush and handled people processes alongside HR. I held weekly 1:1s and performance reviews, and managed formal disciplinary cases using documentation templates reviewed by legal.
I used structured PIPs to bring 26 of 37 underperforming employees up to standard. I also redesigned onboarding for 60+ new hires, cutting the program from 10 business days to 5 and raising the share meeting first-month KPIs from 4 in 10 to nearly all.
At Brightmeds, I handled patient support for a HIPAA-regulated healthcare platform, keeping satisfaction above 90% and reaching 22% retention against an 18% benchmark. I coordinated cases among pharmacies, physicians and shipping providers, and created Zendesk response snippets for common questions.
Earlier at 5CA, I wrote knowledge base and training materials that stayed in use for years, and built a training deck for King's pilot. I hold master's degrees in Human Resources Management and Coaching, Emotional Intelligence and People Management, an MBA, and I'm bilingual in English and Spanish.
Experience
Work history, roles, and key accomplishments
Customer Care Agent (Healthcare)
Brightmeds
Apr 2024 - May 2025 (1 year 1 month)
Brightmeds is a HIPAA-regulated healthcare subscription platform. Freelance, 30 to 40 hours a week.
- Handled up to 80 to 100 patient contacts a day by phone, email and SMS, keeping patient satisfaction above 90%.
- Reached a 22% patient retention rate against an 18% company benchmark through needs-based outreach and medication adherence support.
- Coordinated each case among pharmacies, physician
Customer Experience Team Lead
5CA
Aug 2019 - Sep 2023 (4 years 1 month)
5CA is an international customer experience company.
- Led a remote team of usually 13 to 15 agents across 10+ countries, larger than the 9 to 11 that other team leads averaged.
- Held weekly 1:1s, performance reviews and QA coaching sessions.
- Handled 20 to 30 formal disciplinary cases end to end: drafted documentation on a template reviewed by legal, held the employee meetings, managed clearanc
Senior Customer Experience Agent
5CA
Jun 2018 - Aug 2019 (1 year 2 months)
- Promoted for performance and peer leadership.
- Ran peer shadowing, real-time coaching and QA feedback for agents.
- Wrote knowledge base and training materials that stayed in use for years.
- Built a training deck for King's pilot and was chosen to train its 4-person test group; King approved the pilot, and the project grew to 10, then 43 agents.
Customer Service Agent
5CA
Apr 2018 - Jun 2018 (2 months)
- Handled 100+ player tickets a day with a 4.5+ CSAT rating.
- Helped players troubleshoot the devices linked to the games.
- Gathered escalation evidence that helped secure the client contract during the pilot phase.
Administrative & Marketing Coordinator
Easy Cargo Panamá
Mar 2017 - Mar 2018 (1 year)
- Grew profit 200% in one year by bringing in new clients through a new marketing strategy, social media and a rebuilt website.
- Managed client accounts, invoicing, and administrative operations
- Identified and implemented technology tools that streamlined high-volume, time-intensive workflows
Event Assistant
PRP Events
Jul 2013 - Dec 2013 (5 months)
Provided event design and floral arrangement support for corporate events and private functions.
Administrative Assistant
Compañia Internacional de Seguros
Oct 2011 - Dec 2011 (2 months)
Supported the Claims and Miscellaneous Risks Department with administrative tasks, checkbook management, and coordination with external claims adjusters.
Education
Degrees, certifications, and relevant coursework
Alison
Basics of Employment Law: UK and US
Oct 2026
Universidad Isabel I
Master's degree, Human Resources Management/Personnel Administration, General
2024 - 2025
30 US Credits | 1,500 hours
Universidad Isabel I
Postgraduate Degree, Coaching and NLP
2024 - 2025
5 US Credits | 270 hours
Universidad Isabel I
Master of Business Administration - MBA, Business Administration and Management, General
2025 - 2025
30 US Credits | 1,500 hours
Accountable HQ
HIPAA Certificate
May 2025 · Expired May 2026
edX
edX Verified Certificate for Facing Racism and Emotional Tax in the Workplace
Nov 2021
edX
edX Verified Certificate for Communication Skills for Dialoguing Across Difference
Nov 2021
Udemy
Agile Project Management (Crash Course)
Jul 2019
Udemy
21st Century Talent Management
Jul 2019
Shaw Academy
Digital Marketing Course | Curso de Marketing Digital
Apr 2016
Universidad Tecnológica de Panamá
Bachelor's degree, Marketing and International Trade
2012 - 2016
150 US Credits | 2,400 hours
Universidad Tecnológica de Panamá
Associate's degree, Selling Skills and Sales Operations
2012 - 2014
100 US Credits | 1,500 hours
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Salary expectations
Social media
Job categories
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