Technical Support Customer Service

Lucia Matos

*****.*********@*****.*** 704-***-****

Professional Summary

Dedicated and bilingual (English/Spanish) Customer Service Professional with over 40 years of experience in high-volume call centers and technical support environments. Known for providing exceptional service, resolving complex issues, and maintaining a calm, professional demeanor under pressure. Strong multitasker with a proven ability to support both customers and internal teams efficiently.

Core Competencies

Bilingual: English & Spanish

Call Center Operations

Technical Support & Helpdesk

Customer Relationship Management

Billing & Enrollment Support

Copay & Benefits Assistance

Microsoft Office (Word, Excel)

SAP, SharePoint, Data Entry

Switchboard Operation

Professional Experience

Wells Fargo Bank

Technical Support Agent Mar 2022 – May 2024

Responded to internal department emails to coordinate IT equipment for employees.

Tracked and ensured delivery of hardware through FedEx systems.

Supported onboarding by managing timely technical setups.

Allstate Insurance

Helpdesk Technical Support Dec 2018 – Feb 2022

Provided phone and chat-based technical support for mobile app and website users.

Resolved troubleshooting issues and escalated when necessary.

AmerisourceBergen

Patient Case Coordinator Oct 2016 – Nov 2018

Assisted patients in obtaining copay assistance for specialty medications.

Collaborated with doctors’ offices, insurers, and foundations to ensure access to care.

Bank of America

IT Helpdesk Agent Dec 2015 – Apr 2016

Supported financial clients with secure access to banking platforms.

Guided users through account setup and troubleshooting processes.

iQor Corporation

Customer Service Representative Apr 2014 – Apr 2015

Handled billing and enrollment inquiries for a medical insurance provider.

Posted payments and resolved policy questions and billing disputes.

AmerisourceBergen / Lash Group

Benefit Verification Specialist Aug 2013 – Apr 2014

Verified medical insurance coverage for patients.

Handled 50–100 calls daily, maintaining accurate patient records.

Aon Hewitt

HR Benefits Specialist Nov 2012 – Mar 2013

Managed 75–150 calls daily assisting employees with benefits, pensions, and 401K.

Provided detailed and timely support on HR-related inquiries.

Family Dollar

IT Helpdesk Analyst Mar 2011 – Oct 2011

Fielded 150–200 technical support calls daily for retail and corporate staff.

Diagnosed and resolved store-level IT issues promptly.

CitiFinancial

Collections Representative Aug 2008 – Oct 2010

Managed 100–200 calls daily in collections.

Processed payments, created payment plans, and handled account concerns.

Education

Canarsie High School – Brooklyn, NY

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