Multilingual Customer Support & Admin Specialist

Jehu Pierre

**** ** ***** *******, ****** Bay, FL 33189

Email: ********@*****.***

Phone: 772-***-****

Professional Summary:

Multilingual Customer Support & Technical Service professional with 10+ years of experience supporting clients in financial services and SaaS environments. Skilled in troubleshooting technical issues, handling high-volume inbound and outbound calls, and resolving customer inquiries via phone, email, and chat. Experienced with helpdesk ticketing systems, CRM tools, and Microsoft Office applications. Strong problem-solving, communication, and time management skills. Fluent in English, French, and Haitian Creole.

Core Skills & Competencies:

Technical Skills

•Technical Troubleshooting

•SaaS Platform Support

•CRM Systems: Salesforce, Zendesk

•Ticketing Systems: Jira, Freshdesk

•EMR Systems

•Billing and Financial Support

•HIPAA Compliance

Customer & Communication Skills

•Customer Support

•Claims Processing

•OPI/VRI Interpretation

•De-escalation and Conflict Resolution

•Remote Communication

•High-volume Inbound/Outbound Call Handling

Professional Experience:

BrightPath Financial Solutions (Remote) Oct 2023 – Oct 2025

Customer Support & Financial Services Specialist

•Provided technical assistance and account support for financial and benefits-related inquiries via phone, email, and chat.

•Troubleshot SaaS platform issues, including login access, navigation, and system functionality.

•Documented, tracked, and resolved client issues using CRM and helpdesk ticketing systems, including Salesforce and HubSpot.

•Identified root causes of technical and accounting issues and determined appropriate resolution or escalation paths.

•Escalated unresolved or complex issues to internal teams while ensuring timely follow-up and resolution.

•Maintained accuracy, compliance, and confidentiality when supporting commercial and financial service clients.

•Handled 40+ inbound and outbound customer support calls daily in a high-volume remote call center environment.

•Managed multiple cases simultaneously while meeting productivity and performance expectations.

CareFirst Health Services – Miami, FL Oct 2021 – Oct 2023

Healthcare Member Services & Claims Support Associate

•Assisted members with benefits, claims, and coverage inquiries via phone, email, and chat, ensuring timely and accurate resolution.

•Maintained HIPAA compliance and data security while handling sensitive healthcare information.

•Supported EMR systems and claims processing platforms, including troubleshooting and data entry updates.

•Collaborated with internal teams to resolve complex member issues and escalated cases when necessary.

•Achieved and maintained 95%+ quality assurance scores, demonstrating accuracy, compliance, and customer satisfaction.

•Documented all interactions in CRM and ticketing systems to ensure proper case tracking and reporting.

GlobeLinx Interpretation & Support (Remote) Oct 2019 – Oct 2021

OPI/VRI Interpreter & Customer Support Associate

•Provided on-demand OPI/VRI interpretation in English, French, and Haitian Creole to support diverse clients.

•Assisted customers with technical troubleshooting and ticket submission for platform or service issues.

•Maintained confidentiality and accuracy during all interactions, ensuring high-quality support.

•Documented interactions and escalated complex issues to appropriate teams to ensure timely resolution.

•Delivered support via phone, email, and virtual platforms, consistently meeting service quality standards.

TechNova Support Center – Miami, FL Oct 2017 – Oct 2019

Technical Support & CRM Specialist

•Delivered technical troubleshooting for SAAS applications.

•Resolved user access and performance issues.

•Managed tickets via Jira and Zendesk.

•Trained new team members on CRM workflows.

SunConnect Solutions – Miami, FL Oct 2015 – Oct 2017

Customer Service & Call Center Representative

•Provided billing and account support.

•Maintained high customer satisfaction.

•Handled accurate data entry and documentation.

Education

High School Diploma — Palmetto Senior High School

(2005 - 2008)

Languages

•English (Fluent)

•French (Native)

•Haitian Creole (Native)

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