MYLENE D. CAPIRAL

• Reviewed and evaluated 500+ user-generated content pieces per day to ensure compliance with community guidelines, company policies, and legal standards.
• Flagged, removed, or escalated issues with a 98% accuracy rate, maintaining quality, consistency, and timely decision-making.
• Documented moderation activities, provided feedback, and collaborated with cross-functional teams to enhance content policies and platform safety.

• Processed prior authorization and referral requests for delegated and non-delegated OP, IP, and ER cases, ensuring accurate and timely submissions.
• Triaged faxed requests, verified missing information, validated HIPAA and coding requirements, and coordinated workflows across Intake, Clinical, and Referral teams.
• Requested and tracked clinical documentation, communicated authorization decisions to providers, and documented all activities in CRM systems while exceeding performance metrics.

• Managed the CEO’s calendar, travel, email, and communications; coordinated meetings, prepared agendas, captured minutes, and ensured follow-up on action items.
• Supported strategic initiatives through research, data gathering, report and presentation preparation, and compilation of updates from department heads.
• Maintained organized records across Google Drive, dashboards, and CRM systems while handling confidential information and serving as a liaison with internal teams and external stakeholders.

• Assisted customers with travel bookings and inquiries using Amadeus, Oneres, and Caspar, including flight changes, cancellations, rebookings, and itinerary management.
• Handled high-volume inbound and outbound calls for travel assistance, follow-ups, confirmations, and promotional offers while identifying sales opportunities and upselling travel products.
• Delivered accurate information on flights, accommodations, tours, transportation, insurance, and pricing, resolving issues professionally to ensure a positive customer experience.

Sales Associate

• Drove sales by assisting customers with wireless plans, devices, upgrades, and accessories while identifying needs and recommending tailored solutions.
• Delivered exceptional customer service by resolving billing, account, and technical inquiries in a fast-paced retail environment.
• Met or exceeded sales targets through product knowledge, effective upselling, and consistent use of CRM and point-of-sale systems.

Back Office Support

• Supported information management operations by processing records, validating data accuracy, and maintaining organized documentation in accordance with IRM standards.
• Coordinated with internal teams to track service requests, ensure timely fulfillment, and support compliance with security, privacy, and retention policies.
• Maintained accurate system updates and reports while meeting productivity and quality in a fast-paced environment.

• Generated and qualified 50–70 leads per day through targeted outbound calls, emails, and CRM outreach, consistently scheduling 20–30 appointments weekly and driving sales pipeline growth.
• Maintained accurate CRM records, tracked all interactions, and achieved 100% follow-up compliance, improving lead conversion rates by 15–20%.
• Delivered exceptional customer service by resolving inquiries, addressing concerns, and building strong client relationships, contributing to increased engagement, retention, and revenue opportunities.

• Assisted 50+ patients per day with inquiries regarding benefits, coverage, and claims, providing accurate guidance to ensure a positive healthcare experience.
• Managed patient records, tracked requests, and ensured timely follow-ups in CRM and internal systems while maintaining HIPAA compliance.
• Resolved patient issues with a 95% same-call resolution rate, contributing to higher patient satisfaction and retention metrics.

• Assisted 50+ customers per day with billing inquiries, account questions, and payment resolutions, ensuring accurate and timely support.
• Maintained account records, and updated CRM systems to ensure accurate tracking and compliance.
• Achieved a 95% same-call resolution rate, efficiently handling high call volumes while improving customer satisfaction and retention metrics.

• Managed the CEO’s calendar, travel, email, and communications; coordinated meetings, prepared agendas, captured minutes, and ensured follow-up on action items.
• Supported strategic initiatives through research, data gathering, report and presentation preparation, and compilation of updates from department heads.
• Maintained organized records across Google Drive, dashboards, and CRM systems while handling confidential information and serving as a liaison with internal teams and external stakeholders.

• Oversaw daily administrative and office operations, including scheduling, correspondence, and document management to support project teams.
• Coordinated with project managers, subcontractors, and vendors to ensure timely workflow, resource allocation, and compliance with company policies.
• Maintained accurate records, managed reports, and supported leadership with budgeting, project documentation, and strategic planning initiatives.

• Assisted 50+ customers per day with inquiries, account issues, payment processing, and product support while identifying opportunities to upsell additional products and services.
• Tracked interactions, follow-ups, and purchase history in CRM systems, achieving a 15–20% upsell conversion rate and ensuring accurate records for reporting.
• Consistently exceeded sales and upsell targets while maintaining high customer satisfaction and retention metrics.

• Supported project teams by managing schedules, coordinating meetings, and maintaining project documentation and reports.
• Assisted with vendor communications, purchase orders, and subcontractor coordination to ensure timely workflow and compliance with company policies.
• Maintained organized records, tracked project data, and provided administrative support to leadership for efficient construction operations.

• Supported the Safety Department by managing executive calendars, coordinating meetings, and preparing reports, presentations, and safety documentation.
• Assisted with compliance tracking, incident reporting, and communication with project teams and subcontractors to ensure adherence to safety policies and protocols.
• Maintained organized records, tracked action items, and facilitated follow-ups to support leadership in achieving departmental safety goals.

• Managed employee records, processed onboarding/offboarding tasks, and maintained HR databases while ensuring accuracy and compliance.
• Coordinated recruitment activities, scheduled interviews, and communicated with candidates and internal teams.
• Handled employee inquiries, benefits questions, and timekeeping tasks, ensuring accurate payroll reporting and adherence to HR policies.

• Supported employee development programs by coordinating training sessions, tracking participation, and maintaining development records.
• Assisted with community outreach initiatives, organized events, and fostered relationships with internal teams and external partners.
• Managed communications, prepared reports, and ensured timely follow-ups to support HR and community engagement objectives.