Remote Chat & Claims Specialist - Bilingual Customer Support Lead
Resume:
Elizabeth Medina
******.**@*****.***
Chat and Virtual Assistant / Customer Specialist / Claims Specialist
Results driven remote support professional with 6+ years of experience handling high volume customer interactions across chat, email, and phone. Strong record of resolving 85–95% of inquiries on first contact while maintaining CSAT scores above 90%. Client Success specialist - provider support,skilled in CRM systems, ticketing workflows, documentation accuracy, and KPI driven performance. Known for clear written communication, fast problem solving, and reliability in fully remote environments. Bilingual in English and Spanish.Accurate and detail-oriented data entry experience using Excel, Word, and CRM systems. Experienced in updating records, verifying information, and maintaining confidentiality in high-volume environments.
Core Skills
- Chat & email customer support
- Multi channel communication
- Data Entry
- Customer issue resolution & de escalation
- CRM & ticketing systems,Salesforce,Zendesk,Freshdesk,HubSpot,EMR
- High volume case management
- First Contact Resolution optimization
- SLA compliance & prioritization
- Accurate documentation & data entry
- KPI performance (CSAT, QA, AHT, FCR)
- Escalation handling & root cause analysis
- Remote work productivity & time management
- Dispatcher support (scheduling, routing, coordination) Roadside
- Assistance
- Healthcare revenue support, Reading EOB, Billing, Benefits Claims
Specialist, Medical terminology, Insurance verification
- HIPAA compliance training
- Cross functional collaboration
- Bilingual: English & Spanish
Professional Experience
Customer Service Representative
Alpha Auto Glass – Remote, TX
Dec 2021 – Present
- Handle 80–100+ daily customer interactions across chat, email, and phone.
- Maintain 92–98% QA scores and customer satisfaction ratings above 4.7/5.
- Resolve 85–95% of inquiries on first contact, reducing repeat interactions and improving efficiency by up to 25%.
- Meet or exceed AHT, FCR, and schedule adherence targets while maintaining accurate documentation.
- Use CRM and ticketing systems to ensure compliant, detailed case records, Claims Specialist
Customer Support Specialist
Grandma’s Closet – La Marque, TX
Aug 2020 – Dec 2021
- Managed 500–700+ monthly support tickets with under 2% error rate.
- Achieved 90%+ resolution rate for service, billing, and technical inquiries.
- Reduced escalations by ~20% through proactive troubleshooting.
- Maintained SLA compliance for response and resolution times.
- Collaborated with internal teams to streamline workflows and improve customer experience.
Client Service Representative
Concentrix – Remote, TX
Jun 2018 – Aug 2020
- Supported 200+ active clients with account inquiries, service requests, and follow ups.
- Improved customer retention by up to 15% through proactive communication.
- Achieved 98% on time resolution while maintaining accuracy and service quality.
- Used CRM tools to track interactions, identify trends, and recommend improvements.
- Assisted with healthcare related inquiries including referrals, verification, authorizations, and claims status, healthcare revenue, knowledge of insurance / medical terminology, Medicaid and Medicare knowledge, billing support, benefits specialist
Education
GED
Northeast Texas Community College, Mount Pleasant,Texas
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