April Jane Gallegos

Assistant Team Leader

Carenet Health

May 2024 - Jan 2026 (1 year 9 months)

Drove operational alignment by collaborating with leadership to establish standardized processes, policies, and performance expectations. Ensured consistent service delivery by coaching agents on customer interaction standards, escalation handling, and compliance requirements. Monitored day-to-day operations to identify gaps, resolve issues, and improve workflow efficiency. Led team meetings to communicate operational updates, reinforce priorities, and address performance trends. Supported onboarding and continuous training initiatives to maintain operational readiness and service quality.

Patient Care Advisor

Carenet Health

Mar 2023 - May 2024 (1 year 3 months)

Served as a primary point of contact for patients, coordinating provider appointments and assisting with medication refill requests, referrals, and medical record needs. Monitored and escalated abnormal and critical laboratory results to on-call providers to ensure timely clinical intervention and continuity of care. Facilitated seamless communication between patients and healthcare teams to support care plans, improve patient experience, and promote timely follow-up.

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Trainer - Engagement Specialist

Intouch CX

Aug 2022 - Feb 2023 (7 months)

Trained and onboarded 120+ new hires for the Airbnb account to support workforce readiness and operational continuity. Delivered structured skills development and coaching programs to enhance customer satisfaction and service quality. Planned and facilitated 20+ employee engagement initiatives to strengthen team morale and participation. Supported recruitment efforts by conducting interviews and managing onboarding processes to accelerate hiring and deployment timelines.

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Support Ambassador

Intouch CX

Oct 2020 - Aug 2022 (1 year 11 months)

Managed inbound, outbound, and chat support for guests and hosts, ensuring operational efficiency and timely resolution of inquiries. Oversaw booking modifications, cancellations, and refund requests while maintaining accuracy and compliance with company policies. Resolved diverse customer concerns, supporting consistent service quality and operational standards. Enforced Airbnb trust and safety protocols, promoting risk mitigation and smooth workflow across support operations.

April Jane Gallegos

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