Almarielle Casela-Jariel

Led a team of 15 members, driving collaboration and achieving performance goals. Developed and implemented strategies to boost efficiency, productivity, and customer satisfaction. Monitored key performance indicators (KPIs) to track progress and identify improvement areas. Provided coaching and mentorship to foster a positive work environment. Partnered with cross-functional teams to streamline processes and enhance operational excellence.

Responsible for creating and customizing solar panel designs for customers using Aurora software. Collaborated with clients to assess their energy needs and ensure optimal panel placement. Ensured designs met technical specifications and regulatory requirements, providing accurate layouts and system configurations.

Managed a team of agents within a US healthcare account, overseeing performance reviews and driving performance development through coaching and supervision. Conducted regular supervisor calls to ensure quality standards and resolve complex issues. Implemented training programs to enhance agent skills, improve operational efficiency, and maintain high levels of customer satisfaction. Collaborated with management to align team goals with organizational objectives, ensuring continuous improvement and compliance with healthcare regulations.

Handled inbound and outbound calls to manage loan processing tasks with accuracy and compliance. Reviewed applications, verified documentation, and conducted background checks. Collaborated with clients and stakeholders to gather information, resolve issues, and provide updates on loan status. Maintained detailed records and supported process improvements to enhance efficiency and reduce turnaround times.

Delivered exceptional support to members and providers, addressing inquiries and resolving issues related to healthcare services. Assisted with benefits, claims, and account management while ensuring adherence to company policies and industry regulations. Escalated complex cases to specialized teams for prompt resolution, maintaining high levels of customer satisfaction.

Provided support for PayPal customers, handling general account inquiries, billing issues, disputes, and refunds. Delivered accurate and timely solutions while adhering to company policies. Escalated complex cases as needed and maintained detailed documentation of customer interactions. Leveraged product and service knowledge to enhance customer satisfaction and contribute to process improvements.