Albert Polanco Virtual Assistant | Technical Support

Appointment setter

CCD

Oct 2025 - Mar 2026 (6 months)

Technical Support / Back Office

Samsung Electronics

Sep 2023 - Sep 2025 (2 years 1 month)

• Managed high-volume omnichannel support (calls, chats, emails) for technical and billing inquiries. • Created and tracked support tickets using CRM systems, improving resolution time and customer satisfaction • Maintained 100% accuracy in high-volume data entry for customer records • Scheduled and coordinated on-site technical appointments, reducing delays and improving service efficiency • Contributed to client acquisition and sales retention by resolving complex technical and billing inquiries, which prevented customer churn and fostered long-term brand loyalty. • Identified and escalated potential upselling and cross-selling opportunities for premium services by leveraging insights gained through billing workflows and customer interact

Virtual Assistant / Appointment Setter / Customer Service

freelance

Mar 2023 - Sep 2023 (7 months)

• Coordinated logistics and order tracking for automotive parts, ensuring timely delivery • Managed calendars and coordinated delivery logistics to ensure timely service. • Oversaw content creation for various platforms, ensuring brand consistency. • Organized inboxes and automated responses, improving response time and workflow efficiency

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Appointment Setter / Back Office

Western Dental

May 2021 - Feb 2023 (1 year 10 months)

• Scheduled and confirmed patient appointments, reducing scheduling conflicts • Updated and maintained patient records with high accuracy • Managed high call volumes while maintaining professional and empathetic communication • Integrated client acquisition and sales strategies into daily operations by qualifying inbound and outbound leads, effectively converting prospective users into confirmed patients to meet clinic growth targets. • Utilized Canva to design and update informational patient brochures and internal office communication materials, enhancing the visual clarity of service documentation and practice updates.

Virtual Assistant / Appointment Setter / Customer Service

freelance

Feb 2020 - Apr 2021 (1 year 3 months)

• Prioritized tasks and scheduled appointments to optimize workflow. • Managed multiple calendars and coordinated meetings with timely reminders. • Automated responses for routine questions and organized high-traffic inboxes. • Utilized Canva to design customized visual assets, such as professional email headers, presentation slide decks, and onboarding guides, ensuring consistent brand alignment and enhanced engagement across all customer communications. • Executed targeted cold and warm calling campaigns as part of outbound lead generation strategies, leveraging active listening and persuasive communication to overcome objections, qualify prospects, and successfully convert leads into confirmed appointments.

Albert Polanco

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