Obed Bernal
Client Services Lead - CS Operations at Invitae- Claim this Profile
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Topline Score
Bio
Credentials
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Introduction to Disciplined Agile
LinkedInJun, 2023- Nov, 2024 -
Administrative Professional Foundations
LinkedInMay, 2023- Nov, 2024
Experience
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Invitae
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United States
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Biotechnology Research
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700 & Above Employee
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Client Services Lead - CS Operations
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Aug 2021 - Present
• Lead and manage a team of six (6) client service operations representatives, fostering a high-performance culture and providing guidance to ensure exceptional service delivery. • Successfully triaged faxes and general inquiries from patients and physicians, addressing urgent matters promptly and efficiently. • Developed and implemented innovative strategies that significantly improved customer satisfaction and fostered customer loyalty, resulting in a 90% case handling… Show more • Lead and manage a team of six (6) client service operations representatives, fostering a high-performance culture and providing guidance to ensure exceptional service delivery. • Successfully triaged faxes and general inquiries from patients and physicians, addressing urgent matters promptly and efficiently. • Developed and implemented innovative strategies that significantly improved customer satisfaction and fostered customer loyalty, resulting in a 90% case handling. • Proactively identified and resolved escalated customer service issues and concerns, achieving a 90% turnaround time in response to clients and patients to process orders in a timely manner. • Monitor and evaluate team performance, regularly providing constructive feedback and coaching team members, resulting in continuous improvements and surpassing KPIs. • Spearheaded the development and delivery of comprehensive training programs for client service operation members, enhancing their skills and knowledge to better serve customers. • Created and maintained high standards and procedures for client service operations, ensuring consistency and excellence in service delivery. • Effectively organized and scheduled necessary resources required for efficient execution of daily activities, optimizing team productivity, and minimizing downtime. • Monitored, analyzed, and reported data on customer interactions, identifying trends and areas of improvement, leading to the implementation of process enhancements that positively impacted customer experience. • Collaborated cross-departmentally to resolve complex customer issues and improve to overall customer experience, fostering interdepartmental solid relationships and teamwork.
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Client Services Operations Specialist
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Nov 2019 - Aug 2021
• Demonstrated a high sense of urgency in triaging incoming emails and faxes using Salesforce.com and other software platforms, ensuring prompt and efficient handling of critical communications. • Processed kit orders from sales and clients, mutinously managing the order fulfillment process to meet customer needs and expectations. • Accurately assigned and resolved cases in SFDC, maintaining a track record of efficient case resolution and customer satisfaction. • Maintained precise… Show more • Demonstrated a high sense of urgency in triaging incoming emails and faxes using Salesforce.com and other software platforms, ensuring prompt and efficient handling of critical communications. • Processed kit orders from sales and clients, mutinously managing the order fulfillment process to meet customer needs and expectations. • Accurately assigned and resolved cases in SFDC, maintaining a track record of efficient case resolution and customer satisfaction. • Maintained precise and clear documentation of all email and fax communication, as well as follow-up activities, enabling seamless communication and collaboration among team members. • Complied diligently with standard operating procedures (SOPs) ensuring adherence to established protocols and maintaining operational efficiency. • Entered information and uploaded documentation into Salesforce.com and LIMS, contributing to the accuracy and completeness of essential data. • Assisted with other administrative duties as assigned based on company needs, demonstrating flexibility and adaptability in handling diverse responsibilities. • Successfully achieved team and individual goals, proactively monitoring personal metrics related to case closure and turnaround times, consistently striving for continuous improvement. • Thrived in a fast-paced dynamic environment, adapting quickly to changing priorities and maintaining a high level of productivity and efficiency. • Played an integral role in the achievement of department and company goals, actively contributing to the success and growth of the organization.
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Client Service Specialist - International
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Jan 2019 - Oct 2019
• Possessed comprehensive knowledge of all Invitae products, processes, and policies, enabling accurate and efficient responses to customer inquiries via phone and email. • Expertly facilitated clients throughout the entire sample-to-report process, taking charge of tasks such as sending collections kits, arranging phlebotomy draws, and providing timely updates to ordering clinicians about their order status. • Served as the primary point of contact for healthcare providers supported in… Show more • Possessed comprehensive knowledge of all Invitae products, processes, and policies, enabling accurate and efficient responses to customer inquiries via phone and email. • Expertly facilitated clients throughout the entire sample-to-report process, taking charge of tasks such as sending collections kits, arranging phlebotomy draws, and providing timely updates to ordering clinicians about their order status. • Served as the primary point of contact for healthcare providers supported in a designated region and their patients, ensuring a personalized and dedicated customer experience. • Addressed all customer questions, feedback, missing information, sample failures, and order delays with a sense of urgency, guaranteeing timely resolution and customer satisfaction. • Demonstrated proactivity in identifying areas for process improvements, consistently striving to enhance client satisfaction and optimize internal workflow. • Effectively maintained meticulous records of customer interactions and inquiries, fostering clear and efficient communication within the team. • Collaborated cross-functionally with various departments to resolve complex issues and ensure a seamless experience for customers throughout the entire process. • Actively contributed to team meetings and discussions, sharing insights and best practices to improve overall service quality. • Consistently met or exceeded performance targets, showcasing dedication and commitment to exceptional customer service.
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Team Effort International
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Technology, Information and Internet
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1 - 100 Employee
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Administrative Assistant
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Sep 2016 - Oct 2018
• Warmly greeted and checked in sales associates, fostering a welcoming and professional environment. • Provided exceptional customer service while answering incoming calls, addressing inquiries, and assisting callers effectively. • Efficiently scheduled and confirmed meetings, ensuring smooth coordination and adherence to the company’s calendar. • Assisted CEO and office manager in generating weekly and monthly sales reports, contributing to data accuracy and business insights… Show more • Warmly greeted and checked in sales associates, fostering a welcoming and professional environment. • Provided exceptional customer service while answering incoming calls, addressing inquiries, and assisting callers effectively. • Efficiently scheduled and confirmed meetings, ensuring smooth coordination and adherence to the company’s calendar. • Assisted CEO and office manager in generating weekly and monthly sales reports, contributing to data accuracy and business insights. • Oversaw shipping logistics for both domestic and international incoming and outgoing mail, streamlining the process for efficient delivery. • Maintained inventory of office supplies, ensuring adequate stock levels to support daily operations, and minimizing disruptions. • Demonstrated versatility by providing ad hoc support around the office, contributing to various tasks and projects as needed. Show less • Warmly greeted and checked in sales associates, fostering a welcoming and professional environment. • Provided exceptional customer service while answering incoming calls, addressing inquiries, and assisting callers effectively. • Efficiently scheduled and confirmed meetings, ensuring smooth coordination and adherence to the company’s calendar. • Assisted CEO and office manager in generating weekly and monthly sales reports, contributing to data accuracy and business insights… Show more • Warmly greeted and checked in sales associates, fostering a welcoming and professional environment. • Provided exceptional customer service while answering incoming calls, addressing inquiries, and assisting callers effectively. • Efficiently scheduled and confirmed meetings, ensuring smooth coordination and adherence to the company’s calendar. • Assisted CEO and office manager in generating weekly and monthly sales reports, contributing to data accuracy and business insights. • Oversaw shipping logistics for both domestic and international incoming and outgoing mail, streamlining the process for efficient delivery. • Maintained inventory of office supplies, ensuring adequate stock levels to support daily operations, and minimizing disruptions. • Demonstrated versatility by providing ad hoc support around the office, contributing to various tasks and projects as needed. Show less
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Fluent Language Solutions
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United States
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Translation and Localization
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1 - 100 Employee
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Spanish Interpreter
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Apr 2015 - Aug 2016
• Translate Spanish for public servants in Contra Costa and San Francisco Counties • Translated for District Attorney’s, victims of domestic violence, and medical doctors in the field of gastroenterologist, orthopedic. • Maintained confidentiality and continuous HIPAA training. • Translate Spanish for public servants in Contra Costa and San Francisco Counties • Translated for District Attorney’s, victims of domestic violence, and medical doctors in the field of gastroenterologist, orthopedic. • Maintained confidentiality and continuous HIPAA training.
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Copart
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United States
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Motor Vehicle Manufacturing
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700 & Above Employee
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Costumer Service Specialist
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Jun 2013 - Mar 2015
• Assisted customers and auto body shops to expedite service of automobile auctions. • Supported insurance adjuster from various vehicle insurance companies by creating work orders, release order and transfers. • Verified clients’ Identification before release of information, vehicle’s personal belongings or permissions to view. • Follow up with insurance and vendors for released of vehicle in a timely manner. • Assisted customers and auto body shops to expedite service of automobile auctions. • Supported insurance adjuster from various vehicle insurance companies by creating work orders, release order and transfers. • Verified clients’ Identification before release of information, vehicle’s personal belongings or permissions to view. • Follow up with insurance and vendors for released of vehicle in a timely manner.
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Jack in the Box
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United States
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Restaurants
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700 & Above Employee
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Manager
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Mar 2010 - May 2013
1. Provided effective leadership and management for a team of approximately 25 employees, ensuring seamless operations by maintaining up-to-date work schedules and efficiently arranging coverage for staff requesting time off. 2. Demonstrated strong organizational skills in overseeing store inventory, ensuring sufficient stock levels, and conducting weekly inventory checks to optimize product availability and minimize stockouts. 3. Played a pivotal role in the successful onboarding and… Show more 1. Provided effective leadership and management for a team of approximately 25 employees, ensuring seamless operations by maintaining up-to-date work schedules and efficiently arranging coverage for staff requesting time off. 2. Demonstrated strong organizational skills in overseeing store inventory, ensuring sufficient stock levels, and conducting weekly inventory checks to optimize product availability and minimize stockouts. 3. Played a pivotal role in the successful onboarding and training of new employees, imparting proper procedures and customer service standards to foster a cohesive and skilled team. 4. Maintained a keen eye for accuracy in cash management, overseeing cash tills to ensure correct handling and accurate reporting. 5. Facilitated weekly bank deposits in a timely manner, maintaining financial integrity and efficiency in the store's cash flow. Show less 1. Provided effective leadership and management for a team of approximately 25 employees, ensuring seamless operations by maintaining up-to-date work schedules and efficiently arranging coverage for staff requesting time off. 2. Demonstrated strong organizational skills in overseeing store inventory, ensuring sufficient stock levels, and conducting weekly inventory checks to optimize product availability and minimize stockouts. 3. Played a pivotal role in the successful onboarding and… Show more 1. Provided effective leadership and management for a team of approximately 25 employees, ensuring seamless operations by maintaining up-to-date work schedules and efficiently arranging coverage for staff requesting time off. 2. Demonstrated strong organizational skills in overseeing store inventory, ensuring sufficient stock levels, and conducting weekly inventory checks to optimize product availability and minimize stockouts. 3. Played a pivotal role in the successful onboarding and training of new employees, imparting proper procedures and customer service standards to foster a cohesive and skilled team. 4. Maintained a keen eye for accuracy in cash management, overseeing cash tills to ensure correct handling and accurate reporting. 5. Facilitated weekly bank deposits in a timely manner, maintaining financial integrity and efficiency in the store's cash flow. Show less
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