Marco Andrés Pabón Alarcón

Details

Skills

Onboarding; People Management; Customer Experience (CX); Time Management; Teamwork; Project Performance Management (PM)

About

I am a detail-oriented legal and administrative assistant with over five years of experience supporting U.S.-based claims, case management, and customer service operations. Throughout my career, I have specialized in structured intake processes, documentation review, regulatory compliance, and stakeholder communication.

Most recently, I worked as a VA Intake and Claim Investigation Specialist, where I processed and validated client documentation to ensure accurate and timely VA claim submissions. I reviewed files thoroughly to identify discrepancies, coordinated directly with the VA to obtain necessary records, and maintained consistent communication with clients to improve transparency and reduce delays. Through structured workflows and detailed validation processes, I helped increase overall claim accuracy and improve case handling efficiency.

Previously, I worked with HubSpot LATAM as a Customer Support Specialist, achieving a 95% first-contact resolution rate and maintaining customer satisfaction scores above 90%. I have also held roles in account management, logistics coordination, and team leadership, where I strengthened my ability to manage high-volume operations, analyze performance data, coach teams, and optimize internal processes.

My key strengths include claims and documentation management, CRM and ticketing systems, quality performance improvement, regulatory compliance, and cross-functional collaboration. I am highly organized, process-driven, and committed to accuracy, efficiency, and clear communication. I take pride in building trust with clients and contributing to operational improvements that support both compliance and service excellence.