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Erick
Customer Support Specialist with 6 years of diverse experience
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Competencies
Provided troubleshooting, client relations, and medical interpretation in evolving customer support roles.
Managed scheduling for medical professionals and maintained accurate medical records, Streamlined processes at Impact BPO.
Supported smart home devices, resolved technical issues, and guided customers through troubleshooting steps.
Fluent in English and Spanish, used in medical interpreting and customer support roles to ensure clear communication.
Ensured HIPAA compliance and cultural sensitivity in healthcare communication during medical interpretation.
Education
Languages
Summary
Experienced in customer service, medical interpreting, and technical troubleshooting with a proven record of process improvement and client satisfaction.
Key Achievements
- Streamlined scheduling processes at Impact BPO to minimize conflicts and improve efficiency
- Handled complex Medicare cases at ResultsCX, delivering improved customer satisfaction
- Supported real-time medical interpretation and maintained HIPAA compliance at The Workloop
Experience
Virtual Assistant / Scheduling Agent
Assisted case managers and patients with scheduling for pain management specialists., Maintained accurate medical charts and ensured error-free doctor schedules., Streamlined scheduling processes to minimize conflicts and improve efficiency.
Customer Representative (Tier 3 – Humana Medicare)
Provided solutions and guidance to Medicare members regarding health insurance., Handled complex cases, delivering resolutions that improved customer satisfaction., Collaborated with supervisors to escalate and resolve priority issues.
Medical Interpreter & Customer Service
Delivered accurate real-time medical interpretation (English ↔ Spanish)., Ensured HIPAA compliance and cultural sensitivity in healthcare communication., Supported patients and medical staff in managing clear communication.
Customer Service Representative Level 2 (Comcast)
Resolved technical and service issues for Comcast customers., Served as floor support, providing coaching, feedback, and reporting., Improved team performance through knowledge-sharing and mentoring.
Technical Support (Google Nest)
Supported smart home devices (cameras, thermostats, and doorbells)., Guided customers through troubleshooting steps to resolve technical issues., Maintained high-quality customer satisfaction scores.