Customer Support Specialist with Diverse Experience

Objective

Being able to grow in the company. To obtain a challenging position, to experience and learn new skills, and further develop the ones I have.

Experience

Elevance/Carelon customer representative. Jan 2024-

Remote

I responded to providers questions via telephone about insurance benefits, providers contracts eligibility and claims. Analyzes problems and provides information/solutions. Thorough document inquiry outcome for accurate tracking and analysis Develops and maintains positive customer relations and coordinates with various functions within the company to ensure customer requests and questions were handled appropriately and in timely manner. Research and analyze data to address operational challenges and customer service issues. Provide external and internal customers with requested information. Used computerized systems for tracking information gathering and troubleshooting. Requires limited knowledge of company services. Products. Insurance benefits. Provider contracts and claims. Seek understanding and respond to the needs and expectations of internal and external customers. Verified Behavioral Health claims. First call resolution.

ABC Legal process service support June 2024-Nov-2025

(chat agent remote)

As a customer support specialist for process servers I responded to needs via tickets and mostly chats and emails I answered their questions and resolved any issues related to any existing orders. I responded to emails and addressed questions and concern from customers/client’s internal departments inquiries related to orders or payment on the orders and process servers in the field. Perform any other job duties when assigned.

Fema/Atento March 2023-March 2024

Tele-operator -Work at Home

Covid 19 assistance line, I register applicants requesting for assistance, Data entry information protecting applicants PII, outbound calls, inbound calls, document validation. HSIN network. Full Fema portal access.

Helpware/Coinme Oct 2022-Oct 2023

Tier 1 Work at Home/Chat service.

Cryptocurrency chat service. I receive over 60 chats per day. Provide information on their account when requested as help with purchases in kiosks, atm and online using Blockchain information. Escalating cases with fraud, scams or any compliance matter that shows in the account.

Synchrony Bank-San Juan, Puerto Rico January 2015-March 2022

Customer service representative- Work at Home

Remote environment. VPN, Citrix. Resolve inquiries. Microsoft outlook. Banking. Floorwalker new hires and peers, while on site. Remotely aided. Provided feedback on new hires. Process payments. Aid in how to register online to customers. Verify accounts. Provide customer confirmation. Update customers’ private information. Maintain programs up to date. Providing customers with excellent service and making their banking easier for them. Looking for opportunities to help clients with terms of all their banking needs. Receive over 1600 calls a month. Troubleshooting tech problems. Handling complaints to building strategies for improving the overall customer service experience and fostering loyalty. (FCR) first contact resolution. Achieved recognition for overall performance. Ensure customers are satisfied with the service provided.

4c Distributor- Dorado, Puerto Rico 2014-2015

Administrative Supervisor-Solid Pro sports shop/ Cigar Clubhouse store.

Spot check inventory. Daily inventory. Customer service. Order merchandise online. Cash register. Audit daily. Payroll. Promote sales. Provide daily feedback to owners. Open and close stores and office. Organize and Deliver merchandise. Daily office reports tracked and updated reports. Organized and send by emails. pickup merchandise in airport. Microsoft office program, QuickBooks. Pay bills. Balance check book. Reports on expenses. Bank accounts, deposits. Responsible for scheduling employees. Disciplined employees, by the manual employee books standards. Met with daily tasks. Met with operational standards. Resolved problems and customer service standards.

Dorado del Mar Golf Course- Dorado, Puerto Rico 2002-2014

Leader cashier

Verified members accounts, enter merchandise, inventory, audit cash registers. Telephones, arrangements of

t-times availability. Cashier, process checks, promote sales, control money maintain in safe place. Open and close stores, key carrier. Daily reports via email and file. Schedules and updates directly with the employees. Monitoring and dealing with service. Strong understanding of golf etiquette and golf equipment. Ensure proper opening and closing procedures are completed, including responsibility for ensuring the lock up of the facility. Supported the set up and organization of the golf services for tournaments, leagues and special events.

Education

University Interamerican- Ponce, PR 2019-present

Human Resources in Management

High school Diploma 4th year 1997-1998

MBTI-Diploma 2002-2003

Business Training Institute-Travel and Tourism

Skills

20 years in customer service. Fully bilingual. Knowledge remote connectivity, VPN, Citrix. Understanding of networking. Microsoft office. QuickBooks business enterprise. Attention to details. Multitasker. Effectively listen and follow directions. Problem solving skills. Ability to work in a “fast paced” team environment. Effective in handling problems in the workplace, preventing and solving problems as necessary. Never leave work behind Always reflect a positive attitude. Excellent ability to tolerate high- stress and uncomfortable working environments for extended periods of time. adjust to doing the same work and perform a variety of different tasks, depending on the daily business needs. Bilingual (Spanish and English). Phone etiquette. Contact Centers or any different departments. Verify customer satisfaction. AWS (Amazon Workspace) KPI Metrics, Soft phone Avaya. Echo software. Outlook messenger, Map DNR. micro sip phone. Salesforce, Ryse. Blockchain. Bamboo, Zoom, Genesis tools, Google Drive and tools and Slack, Nice in contact soft phone. RingCentral, Intercom for chats and email. Latch, Chart swap, Ciox portal, Chart request. Confluence PDF editor Documents manipulation experience.

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