Jun 2025 - Sep 2025
Care & Logistics Specialist
Alorica (for Best Buy)
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...
Aug 2024 - Nov 2024
Tier 2 Insurance Case Management Specialist
Everise (for Humana)
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.
Dec 2019 - Jun 2022
Tier 2 SaaS Support Specialist
Telus International (for Wix.com)
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...
Nov 2014 - Nov 2018
Sales & Retention Representative / SME
VXI Global & Alorica
Ranked as a top performer for 6 consecutive months; achieved a 15% higher retention rate than the average through consultative sales for DirecTV and Spectrum., Provided floor support and coaching to agents to improve technical resolution and sales closure rates., De-escalated complex service issues...