Sara Paola Muñoz Madera Property Management

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-Production and VA Assistant

Swift Supplementing, LLC.

Jan 2025 - Current (1 year 3 months)

• Reviewed incoming emails and analyzed if production needs to be created. • Reviewed documentation to ensure it was valid and up to date for production. • Reviewed new submission claims. • Analyzed emails and distributed them accordingly. • Contacted clients directly to request documentation. • Made and received calls with insurance companies to verify documentation. • Followed up every 24-48 hours with clients and insurance carriers. • Took and made calls from homeowners to discuss information needed or provide updates. • Handled basic admin tasks. • Provided exceptional customer service, leveraging over 26 years of experience. • Maintained meticulous tracking of follow-ups and client engagement, managing client lists

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Maintenance Report Coordinator

PJ Hussey

Apr 2024 - Oct 2024 (7 months)

• Inbound and outbound call handling, • Prioritizing the tenant's requests. • Handling the in-home techs schedule and logistics. • Dealing with 3rd party vendors and negotiating pricing. • Handling owner's concerns and requests. • E-mail handling and responses. • Follow-up with tenants and vendors, proactively seeking updates to ensure timely resolutions. • Corrigo scheduling and invoicing. • Jobber invoicing. • Customer service and experience on every call, encouraging all parties to provide a 5-star Google review. • Utilized AppFolio as part of our CRM to enhance communication and streamline processes, ensuring efficient management of tenant interactions and service requests. • Managed remote work effecti

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Senior Support

Hilton Connected Room

Jan 2024 - Oct 2024 (10 months)

As a Senior Support professional, I was responsible for acknowledging, analyzing, managing, and resolving L1/L2 Digital Key and Connected Room incidents in ServiceNow. My role required participation in real-time on-call support during daytime, evening, and weekend hours, ensuring continuous availability for Hilton's Connected Room support line. I took ownership of incidents, engaged in customer follow-up for related issues, and collaborated with hotels in real-time to resolve problems while maintaining service-level agreements (SLAs). My experience included recurring incident problem management and working with appropriate teams for research assistance. I utilized Microsoft 365 tools in all previous roles to enhance communication and collab

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Virtual Assistant

Elevate Realty, Inc.

Jul 2022 - Feb 2024 (1 year 8 months)

As a Virtual Assistant, I was responsible for a variety of tasks that ensured the smooth operation of maintenance and repair services. I scheduled technicians according to priorities in repairs, ensuring efficient use of resources, and communicated with third-party vendors to coordinate schedules based on residents' availability and needs. I prioritized work orders and made proper notations to fulfill maintenance contracts and requirements, while also sending e-mails and texts to residents to inform them of scheduled repairs, changes in scheduling, and updates. I kept up with inspections, informed residents, and scheduled repairs and walkthroughs to ensure units were inspection-ready. Additionally, I received and managed resident feedback r

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Customer Experience

Operanet.

Feb 2014 - Dec 2021 (7 years 11 months)

• Customer Service • Ensured customer experience was satisfactory • Managed customer relations, addressing concerns from unhappy customers and resolving complaints to turn their experience around. My daily interactions with customers were crucial in understanding their needs and improving their satisfaction. • Conducted contract reviews, ensuring proper signatures and resolving any doubts • Provided translation services, participating in meetings and interpreting in real time for my boss; translated contracts from English to Spanish and vice versa • Leveraged project management skills to oversee the team, ensuring contracts were sealed, signed, and delivered efficiently, which was crucial for maintaining workflow. Adapted to the p

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Insurance

Department - USSA TATA Consultancy Services.

Mar 2012 - Feb 2014 (2 years)

• Evaluating jewelry, grading it, and providing estimated quotes. • Answering questions/inquiries regarding their policies. • Emailing customers with any updates and any information. Additionally, utilized Buildium as a CRM tool on a daily basis to enhance communication with clients, ensuring they received timely updates and support regarding their inquiries and policy details.

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Customer Service Representative

iGate.

Mar 2012 - Mar 2015 (3 years 1 month)

As a Customer Service Representative, I was responsible for delivering exceptional customer service by addressing inquiries and providing support related to mortgage status and payment plans. I effectively managed collections and assisted customers in gathering information for various programs aimed at helping them retain their homes. Additionally, I maintained organized files and plans for different debts within the company drive, which enhanced our operational efficiency and ensured that customer information was readily accessible for reference and follow-up. My experience also included aspects of property management, as I dealt with mortgages and insurance, and navigated leasing contracts, further broadening my understanding of customer

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Fraud Prevention Department

USSA TATA Consultancy Services.

Feb 2012 - Mar 2014 (2 years 2 months)

• Detecting and preventing fraudulent credit card movements. • Developing algorithms to prevent fraud on a large scale. Additionally, I leveraged my extensive 28 years of customer service experience to enhance communication with clients, ensuring they were informed and supported throughout the fraud prevention process, which contributed to a more robust and trustworthy service environment. Furthermore, my knowledge of CRM (Customer Relationship Management) systems was essential for maintaining effective communication with clients, while my familiarity with SaaS (Software as a Service) applications facilitated the use of advanced tools to streamline our fraud prevention efforts.

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Business Process Associate

USSA TATA Consultancy Services.

Feb 2012 - Mar 2014 (2 years 2 months)

• Back-office business processing required attention to detail while capturing customer data into formats and reverting with estimate quotes. Additionally, I demonstrated a proactive approach to ensure that service level agreements (SLAs) were consistently met, which contributed to the overall efficiency and reliability of the business processes.

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Educator

IMAC –

Jan 2010 - Dec 2011 (2 years)

• Developed comprehensive lesson plans tailored to meet the needs of students at various proficiency levels, from beginners to advanced. • Conducted engaging classes that fostered effective communication and language skills, while also organizing conversation sessions to enhance student interaction. • Prepared teaching materials and resources to facilitate learning and guided students through TOEFL exam preparation, ensuring they were well-equipped for success. • Trained new teachers, sharing best practices and methodologies to enhance their teaching effectiveness. • Emphasized the importance of customer service in education, as student retention is closely linked to the level of care and support provided throughout their learning j

Sara Paola Muñoz Madera

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