Carlos - Customer Support & Operations Specialist with 10+ years in tech & insurance

Guatemala City, Guatemala, Guatemalaen

Managed complex order and warranty issues as a Care & Logistics Specialist for Best Buy at Alorica.

Handled over 30 HIPAA-compliant insurance cases daily with a 95% resolution rate at Everise for Humana.

Published on CazVid

Summary

Experienced in technical escalation, process optimization, and compliance across customer service, SaaS, and insurance sectors. Skilled in SOP development, team mentoring, and cross-functional coordination to deliver impactful solutions.

Key Achievements

Led process improvements and authored SOPs for payment workflows, enhancing team efficiency at Wix.com.

Skills

Escalation ManagementAdvanced

Led Tier 2 cases handling technical and complex customer issues across multiple industries.

Process EngineeringIntermediate

Authored SOPs, established QA frameworks, and mentored new hires to standardize operational workflows.

Fintech & ComplianceIntermediate

Handled KYC, AML, HIPAA, and ToS auditing ensuring regulatory compliance across service platforms.

Technical Support & TroubleshootingAdvanced

Provided technical resolutions in SaaS environments, including website management, payment gateways, and DNS.

Customer Service & Sales

Experience

Care &amp; Logistics Specialist

Alorica (for Best Buy)

Jun 2025 - Sep 2025

Dedicated technical liaison for complex order management, warranties, and manufacturer policies., Managed Geek Squad technical dispatch and navigated protection plan claims processing., Proactively mitigated supply chain disruptions and carrier delays through alternative logistics solutions to...

Tier 2 Insurance Case Management Specialist

Everise (for Humana)

Aug 2024 - Nov 2024

Managed 30+ daily HIPAA-compliant cases involving medication refills, claims, and provider appointments with a 95% resolution rate., Ensured 100% adherence to federal data governance standards while handling sensitive financial and medical data.

Tier 2 SaaS Support Specialist

Telus International (for Wix.com)

Dec 2019 - Jun 2022

Acted as the primary bridge between users and back-end infrastructure, coordinating with internal teams and external partners Adyen and Stripe to resolve payment processing failures., Authored and implemented the official standardized SOP for the Tier 2 team via Google Drive to align global billing...