This is my profileContact via CazVidCarlos
Customer Support & Operations Specialist with 10+ years in tech & insurance
Contact
Competencies
Led Tier 2 cases handling technical and complex customer issues across multiple industries.
Authored SOPs, established QA frameworks, and mentored new hires to standardize operational workflows.
Handled KYC, AML, HIPAA, and ToS auditing ensuring regulatory compliance across service platforms.
Provided technical resolutions in SaaS environments, including website management, payment gateways, and DNS.
Achieved top performance in retention and sales support, improving customer loyalty and sales closure rates.
Languages
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
- 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.
- Led process improvements and authored SOPs for payment workflows, enhancing team efficiency at Wix.com.
Experience
Care & Logistics Specialist
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
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
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...
Sales & Retention Representative / SME
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...