Azucena Pasamante Capacion

S

Customer Service Associate

Sentry Management Home Owners Association (Rocket Station)

Feb 2025 - Nov 2025 (10 months)

• Assisted Home owners, Vendors through inbound calls and tickets
• Facilitated tickets submission and provided resolution through Zendesk
• Received Outbound calls for Voicemails call back request

P

Real Estate Administration Assistant

Pure Property Management (Rocket Station)

Jan 2024 - Oct 2024 (10 months)

• Lead nurturer
• Processed leasing application screening
• Source leads and perform skip tracing
• Complete property research and comparative market analysis (comparable)
• Create basic spreadsheets using Google Sheets
• Prepare property contracts and handle property inquiries
• Encode and enter data of transactions in a CRM

C

Team Leader, Peer Assisted Learner, Technical and Customer Service Representative

Concentrix (Comcast)

Mar 2022 - Jan 2024 (1 year 11 months)

• Coached performance management with 15-20 agents to achieve targets
• Maintained team performance progress documentation on Microsoft 365 files
• Attended client and operations meetings for policy and update rollouts
• Processed disciplinary actions and termination when needed
• Provided training and support to trainees during their product knowledge training
• Discussed account-specific policies and procedures with the trainees
• Partnered with trainees during their nesting period and live call monitoring and feedback
• Provided technical and customer support to customers in the National Area
• Obtained and exceeded expectation scorecard attainment

N

Quality Specialist

NW Health Care Consulting

Sep 2021 - Feb 2022 (6 months)

• Conducted comprehensive quality audits of clinical documentation using KanTime CRM, ensuring accuracy, completeness, and compliance with Medicare, CMS, and agency standards.
• Reviewed OASIS assessments, care plans, visit notes, and physician orders to identify documentation gaps, inconsistencies, and compliance risks.
• Collaborated closely with nurses, therapists, and clinical managers to provide feedback, corrections, and quality improvement recommendations.
• Tracked, analyzed, and reported quality metrics, audit results, and compliance trends to support continuous quality improvement (CQI) initiatives.
• Ensured timely documentation submissions and corrections within KanTime to support billing accuracy and reduce

C

Sales Subject Matter Expert, Technical and Customer Service Representative

Concentrix (Comcast)

Jul 2017 - Sep 2021 (4 years 3 months)

• Generated export reports for daily, weekly, and monthly sales report
• Identified key performance indicators and guided team members to improve outcomes
• Provided one-on-one support for team members and managers to drive continuous improvement
• Served as a consultative resource on Sales strategies operation, updates, and maintenance
• Provided technical and customer support to customers in the National Area
• Troubleshot the equipment of the customer by following instructions on provided resources

C

Chat Support Representative

Concentrix (Comcast)

Jun 2014 - Sep 2016 (2 years 4 months)

• Assisted customers with payments and bill disputes
• Discussed billing issues and resolution to customers through chat
• Managed service bundle and enrolled customers in the new promotion

Sales Representative (Abandoned Cart)

My Derma Dream

Feb 2026 - Current (9 months)

• Contacted customers who abandoned their online shopping carts through phone, email, SMS, and chat to recover lost sales.
• Followed up with prospective customers, addressed concerns, and resolved objections to encourage purchase completion.
• Educated customers on product features, benefits, promotions, and payment options.
• Increased conversion rates by building rapport and providing personalized product recommendations.
• Processed orders, updated customer information, and maintained accurate records in the CRM system.
• Managed high-volume outbound calls while delivering excellent customer service and meeting daily sales targets.

T

Technical and Customer Service Associate

Transcom (Comcast)

Sep 2013 - Jun 2014 (10 months)

• Provided billing and customer support to customers in the North East Division
• Performed analysis of customer’s bill
• Processed payment to customer's account

Azucena Pasamante Capacion

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Azucena Pasamante Capacion

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Behavioral traits