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Technical Support & Customer Service Specialist with 5+ years in Telecom & Healthcare
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Competencies
Provided hardware, software, network, and system support, troubleshooting, and documentation in technical environments.
Handled patient and customer interactions, verifying information, resolving grievances, and advocating for transparency.
Mediated transaction disputes, authenticated evidence, and identified fraud activities on digital platforms.
Coordinated troubleshooting efforts, conference calls, and onboarding processes across teams and stakeholders.
Maintained detailed records of incidents, grievances, and transactions following security and company policies.
Education
Languages
Summary
Dedicated support and customer service professional with diversified experience in technical troubleshooting, healthcare operations, and dispute resolution. Skilled in managing complex cases, ensuring compliance, and fostering customer trust.
Key Achievements
- Provided Level 1 and part of Level 2 technical support at CTG LATAM, ensuring issue resolution and user assistance.
- Reviewed patient eligibility, coverage, and managed grievances at OPTUM GLOBAL, maintaining HIPAA compliance.
- Guided customers through mobile transaction processes and mediated disputes at SITEL GROUP, ensuring privacy and security.
Experience
First Line Technician Agent
Provide Level 1 (and part of Level 2) support and information on all hardware, software, approved Networks and Systems., Communicate and coordinate troubleshooting efforts with users, internal as well as external team support members, providers and tech suppliers., Ensure that all issues/resolutions are properly documented using standard problem tracking system tools, like JITBIT, JIRA, SERVICE NOW., Assisting and managing all new joiners onboarding process by providing proper access to all tools and credentials., Incident management and troubleshooting, following the company security policies., Mentoring and giving support to new first line technicians, making sure their initial approach with their role is significant and accurate.
SENIOR CUSTOMER SERVICE REP.
Reviewing patient’s eligibility and coverage., Understanding billing details, and confirming the payment amount corresponding to deductibles, copays, claims, and coinsurances, among others., Verification of requests, authorizations, and following up with both providers and patients., Ensuring Patient’s information is secure by following HIPPA., Advocating for all the parties’ transparency, following the guidelines to verify approvals and transactions., Documenting and following up on patient’s grievances and appeals. Making sure all details are being meticulously gathered to resolve any discrepancy., Reaching out to providers when needed, conferencing calls to provide full details for both patients and providers.
CSTS AGENT Disputes
Guiding customers on how to make all types of transactions using a mobile app and different OS versions (Paypal)., Verifying transaction details such as purchases and gifting., Mediating between Sellers and buyers to find the appropriate resolution between transactions and products reported., Making decisions based on evidence and corroborating with vendors., Ensuring customer privacy by following security guidelines., Identifying and reporting possible fraud activity.