Daniela Casanova

• Design and maintain dynamic dashboards and reports in Google Sheets, including KPI trackers, sales analytics, and appointment metrics.
• Conduct data analysis to identify trends and improve team performance, creating visualizations for easy interpretation.
• Manage co-founders' schedules, sales calendars, and travel arrangements.
• Oversee onboarding, offboarding, and recruitment processes, while managing time-off requests and employee documentation.
• Coordinate internal support ticketing systems and ensure timely issue resolutions.

Key Achievements:

• Built and managed the company's Knowledge Base (SOPs) in ClickUp, significantly improving internal resource access and team alignment.
• Designed and created multiple Google Sheets dashboards for the sales and operations teams, improving visibility of KPIs and sales cycles.
• Spearheaded the development of the company's support ticketing system using GHL, ClickUp, and Slack, streamlining client and internal requests.
• Played a key role in creating a digital marketing course with video tutorials and SOP documentation, providing valuable resources for clients.
• Implemented Zapier automations to enhance operational workflows, saving time and improving efficiency across departments.
• Regularly update email campaign metrics and track funnel statistics to provide accurate reports.
• Integrate automation tools to improve internal workflows and improve operational efficiency.
  

• Reached out to and qualify new leads within 5 minutes of submission, ensuring timely responses.
• Managed live lead responses through the CRM, executing outbound activities and following up with leads.
• Handled power dialers and review daily call activities to assess performance and improve processes.
• Engaged in Facebook group activities, responding to inquiries and building rapport with potential clients.

Key Achievements:

• Met KPIs for 5 consecutive months , ensuring consistent performance and contribution to team success.
• Actively engaged in conversations that resulted in more than 30 sales over a 3-month period, with an average sale value of $13K each .

• Managed appointment setting for life and health insurance agents, including scheduling interviews and follow-up.
• Utilized CRM platforms like GoHighLevel and HubSpot for managing leads and tracking recruitment progress.
• Provided interpretation services for Spanish-speaking leads, ensuring clear communication.
• Pre-qualified leads and prospects to ensure they meet the necessary criteria for insurance agent roles.

• Provided accurate and clear interpretation services via phone and video calls for medical facilities.
• Assisted medical staff and customers with sensitive medical information, ensuring accurate translations.
• Maintained professionalism in high-pressure situations.
• Collaborated with the clinical team to ensure seamless patient care, streamlining communication processes, and reducing misunderstandings.

• Assisted customers with credit and debit card management, including payment processing and account inquiries.
• Handled disputes, fraud inquiries, and provide solutions to customer concerns.
• Coordinated with other departments to verify timely and accurate processing of credit card applications and payments.

Key Achievements:

• Recognized as a Top Performer for 3 consecutive months with an average of 58% client retention.
• Consistently achieved 2 months in a row of positive customer satisfaction, reflected in customer surveys.

• Handled inbound sales chats, assisting customers with wireless and mobile services.
• Provided general customer care, offering support for product inquiries, troubleshooting, and order management.
• Cross-sold products and services based on customer needs and preferences.
• Guided customers through order completion and provide follow-up support.
• Increased sales revenue by consistently meeting and exceeding sales targets.

• Assisted customers with general inquiries, purchase walk-throughs, and order tracking.
• Ensured smooth processing of returns and exchanges while maintaining a high level of customer satisfaction.
• Provided guidance on product features and promotions to enhance the customer experience.