Bilingual Customer Service/Data Entry/QA & Talent Acquisition

Ernest Irizarry

BILINGUAL CUSTOMER SERVICE ASSOCIATE/QA

Holiday, FL 813-***-**** ****************@*****.***

Objective

Achievement-driven bilingual customer service professional skilled in delivering accurate English/Spanish support, resolving complex customer concerns, and improving service experiences in fast-paced healthcare, staffing, and client-focused environments. Recognized for clear communication, needs assessment, scheduling coordination, and contributing to customer satisfaction and operational growth while achieving and maintaining impressive KPIs and level of service while complying with adherence goals.

Experience

CHENEGA CORPORATION – Anchorage, AK

08/12/2024 – 05/14/2026 Customer Service Representative / Navigator

Promoted from Customer Service Representative to Navigator role, reflecting strong performance, product knowledge, and ability to support complex beneficiary needs.

Provided accurate, compassionate assistance to TRICARE beneficiaries, sponsors, service members, veterans, families, government agencies, and provider offices.

Researched coverage policies, registration processes, eligibility requirements, claim approvals, denials, and issue-resolution pathways to guide customers toward timely next steps.

Used targeted probing questions to identify customer needs, clarify concerns, and expedite resolutions across healthcare benefit and claims-related inquiries.

Created escalation cases when needed and coordinated appropriate follow-up to support timely resolution of complex or sensitive issues.

Contributed to a service-focused environment by combining policy knowledge, empathy, and problem-solving skills to improve customer experience.

SAFELITE AUTO GLASS – Columbus, OH

03/20/2023 – 03/26/2024 Bilingual Customer Service Representative

Delivered bilingual customer support in English and Spanish, expanding service accessibility and improving communication with diverse customers.

Assessed customer needs through targeted questions to recommend appropriate auto glass services and guide callers toward effective solutions.

Scheduled appointments based on customer location, service availability, and business needs to support efficient daily operations.

Answered customer inquiries with professionalism and accuracy, helping customers understand service options, appointment expectations, and next steps.

Supported cross-department communication by interpreting Spanish-to-English conversations, strengthening coordination between customers and internal teams.

Applied daily problem-solving skills to resolve service concerns, improve customer experience, and contribute to smoother service delivery.

GALE Healthcare – Tampa, FL

11/16/2020 – 01/17/2023 Market Manager

Promoted from Operations Support Specialist to Market Manager within seven months, recognizing strong performance, operational knowledge, and leadership potential.

Supported Indiana market operations through executive administration, COVID case tracking, clinician documentation, credential review, payroll adjustments, and multi-channel communication.

Managed statewide nurse scheduling and urgent substitutions to help healthcare facility clients maintain staffing coverage and continuity of care.

Coached clinicians on expectations, performance concerns, and disciplinary matters to support compliance, accountability, and service quality.

CONTINUATION – GALE HEALTHCARE

Strengthening client relationships by promoting services, preparing contracts, supporting app training and guiding healthcare facility clients through onboarding.

Improved coordination between clinicians, clients, and internal teams through timely communication by email, phone, and text.

Contributed to market operations and service delivery by combining staffing expertise, problem-solving, client support, and healthcare workforce coordination.

PRIVATE EMPLOYMENT – Tampa, FL

01/01/2018 – 09/30/2020 Personal Caregiver

Managed daily caregiving, administrative, and household operations to maintain consistent support, safety, and continuity of care.

Coordinated budgeting, bill payments, and communication with utility companies to support reliable household financial management.

Communicated with healthcare providers, scheduled appointments, and coordinated follow-up needs to help ensure timely care and ongoing support.

Handled shopping, meal preparation, medication supervision, and daily exercise support to promote well-being and routine stability.

Applied strong customer service, clerical, organization, and time-management skills to balance caregiving responsibilities with administrative priorities.

Contributed to smooth household operations by anticipating needs, resolving daily issues, and maintaining dependable support for the employer.

RESOURCE MFG / SELECT STAFFING / EMPLOYBRIDGE – Largo, FL

02/18/2016 – 12/29/2017 Staffing Supervisor

Managed recruiting, staffing, onboarding, clerical support, customer service, and payroll processing for manufacturing, industrial, and construction-related roles.

Reviewed resumes, conducted phone screens, scheduled interviews, and administered testing to support timely candidate placement and hiring manager needs.

Coordinated with hiring managers to align staffing activity with role requirements, workforce needs, and client expectations.

Supported onboarding by creating badges, maintaining employee records, completing data entry, filing documentation, and ensuring accurate administrative tracking.

Completed staffing check-ins to monitor associate performance, address concerns, and strengthen workforce reliability.

Entered, approved, and submitted payroll hours using hard-copy and digital timesheets through CRM and PeopleNet systems to support accurate payroll processing.

Contributed to efficient branch operations by combining recruiting, customer service, clerical accuracy, and payroll coordination in a fast-paced staffing environment.

Coordinated with hiring managers to align staffing activity with role requirements, workforce needs, and client expectations.

Supported onboarding by creating badges, maintaining employee records, completing data entry, filing documentation, and ensuring accurate administrative tracking.

Completed staffing check-ins to monitor associate performance, address concerns, and strengthen workforce reliability.

Entered, approved, and submitted payroll hours using hard-copy and digital timesheets through CRM and PeopleNet systems to support accurate payroll processing.

Contributed to efficient branch operations by combining recruiting, customer service, clerical accuracy, and payroll coordination in a fast-paced staffing environment.

SKILLS & ABILITIES

Management Bilingual Communication (English/Spanish) Scheduling

Healthcare Support Problem Solving/Analytical Thinking Service Coordination

Confidentiality Referrals, Prior Auth & Authorizations, Claims CRM & Salesforce

Leadership Recruiting, Resume Screening & Talent Coordination Time Management

Multitasking Call Center Operations/Customer & Client Srvc Support Claims & EOB review

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