Bilingual Customer Support & Operations Specialist
Resume:
BRUNELLA MORALES
CUSTOMER SUPPORT SPECIALIST
EXPERIENCE
CMed Data Remote
Call Center & Clinic Operations Support 03/2025 - Present Designed and implemented a new IVR system, including personalized recordings, to improve patient call routing and create a smoother customer experience.
Developed HIPAA-compliant workflows, SOPs, and service quality processes to improve consistency and support a better patient experience. Handled escalated patient support, provider follow-up, medical records coordination, and daily clinic and telemedicine service operations. Reviewed productivity and service trends to identify issues and support process improvements for customer care operations. Spectraforce Remote
Florida Blue - Bilingual Telesales Sales Concierge 10/2024 - 01/2025
(3-month contract)
Provided high-touch support for members and potential customers, addressing inquiries and ensuring seamless transfers across departments. Assisted with inbound and outbound calls, including high-volume outreach campaigns of 100+ outbound calls daily, scheduling appointments and follow-up for sales agents.
Paycor Remote
Payroll Bilingual Customer Advocate - Tier 2 10/2022 - 07/2024 Processed prior quarter adjustments for earnings, deductions, and taxes, & configured benefit accrual plans, ensuring accurate payroll records. Partnered with Project Services and Salesforce teams to manage and rectify mass data discrepancies for client accounts.
Maintained high-volume client communication, efficiently resolving 40–50 complex client cases daily through email and telephonic support; conducted Zoom sessions as needed.
Payroll Bilingual Customer Advocate Remote
05/2021 - 10/2022
Resolved daily payroll inquiries via phone and email, guiding clients on platform use and processes to meet their goals.
Managed up to 40 client cases daily, coordinating with IT and other internal teams to ensure timely issue resolution.
Contributed to new hire development by demonstrating best practices in client communication and operational procedures through real-time interactions and Zoom screen-sharing sessions.
TTEC Remote
Bank of America Team Manager 04/2020 - 03/2021
Improved customer service satisfaction by 20% while supporting EDD card inquiries and claims processing.
Supported service quality through daily communication, coaching, and clear performance expectations for customer-facing teams. Audited timecards and reinforced company policies to help maintain reliable operations and consistent service standards.
CONTACTS
*************@*******.***
Florida, USA
SUMMARY
Bilingual customer service professional
with 10+ years of experience supporting
customers across healthcare, payroll,
pharmacy, and call center environments.
Skilled in resolving complex inquiries,
handling high-volume phone and email
support, coordinating across departments,
and delivering accurate, empathetic
service. Known for strong communication,
problem-solving, and consistency in fast-
paced service settings.
CERTIFICATIONS
Project Management Ready
MSi
FA23 Project Mgt Ready
Study.com
MAN4741 Agile Project
Management
Study.com
MAN 4535 BPA (Business Process
Analysis)
Study.com
CyberSAFE: Exam CBS-410
CERTNEXUS
LANGUAGES
SPANISH Native
ENGLISH Native
SKILLS
Customer Service Call Center Support
Escalation Handling Problem Resolution
Appointment Scheduling
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EXPERIENCE
First Line Medical CSR Remote
04/2020 - 04/2020
Assisted members with OTC product orders, order status inquiries, and account updates.
Processed payments and coordinated catalog mailings to support member needs.
OptumRx Home Delivery Pharmacy CSR Remote
03/2020 - 04/2020
Processed prescription orders and payments while assisting members. Submitted renewal requests to physicians and shared order status updates. OptumRx Pharmacy Help Desk Team Lead Daytona Beach, FL 10/2019 - 02/2020
Empowered agents through mentorship and performance coaching, consistently driving KPI and quality results.
Optimized workforce schedules and timecard management to support efficient operations.
Built a culture of accountability, ownership, and continuous improvement. OptumRx Pharmacy Help Desk Escalations Lead Daytona Beach, FL 04/2018 - 03/2020
Served as the Pharmacy Help Desk SME and escalation resource, coaching agents on pharmacy benefits, claims, and member inquiries. Managed opioid prescription overrides and other supervisor escalations, ensuring compliance with pharmacy guidelines and company policies. Trained agents on CRM systems and pharmacy procedures, improving call quality and consistency.
OptumRx Pharmacy Help Desk Agent Daytona Beach, FL 07/2017 - 04/2018
Supported pharmacies nationwide by providing detailed information on members' healthcare coverage and prescription benefits Clarified reasons for claim rejections and assisted in resolving issues EDUCATION
Daytona State College Daytona Beach, FL
B.A.S (Bachelor of Applied Science)
Supervision & Management
Concentration: Project Management
2023 - 2024
Daytona State College Daytona Beach, FL
A.A. (Associate of Arts) 2019 - 2022
SKILLS
Salesforce Oracle Kronos (UKG) NICE
NICE IEX ServiceNow Humanify Citrix
Genesys Aspect Workforce Optimization
Five9 Aircall Heally REI360 Homebase
Zoom Teams Skype for Business Cisco
Slack Webex
Microsoft Word Microsoft PowerPoint
Microsoft Outlook SharePoint Adobe
Microsoft Excel
KEY ACHIEVEMENTS
High-Volume Customer
Support
Provided high-volume phone and
email support, helping resolve
customer issues efficiently while
maintaining satisfaction, trust, and
retention.
Process Improvement Support
Helped improve customer service
processes by maintaining clear
communication with internal teams,
vendors, partners, and customers.
Professional Communication
Consistently delivered clear,
professional verbal and written
communication in customer-facing
and HIPAA-compliant environments.
Medical Knowledge
Knowledgeable in medical
terminology, anatomy, and
physiology, supporting accurate
cross-functional communication.
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Contact this candidate