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Customer Service & Support Specialist with 5+ years in Call Center and Healthcare
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Competencies
Extensive experience managing customer inquiries, resolving issues, and maintaining satisfaction in call center environments.
Provided support in English and Spanish, ensuring clear, culturally sensitive communication for diverse clients.
Proficient with Zendesk, Salesforce, and other CRM tools for documenting customer interactions and tracking case resolutions.
Assisted with Medicare and Medicaid inquiries, explaining plans and enrollment processes, adhering to HIPAA standards.
Executed marketing campaigns and customer engagement strategies for Tikta Company to enhance outreach.
Education
Languages
Summary
Dedicated support professional with over 5 years in customer service, specializing in bilingual communication, healthcare support, and digital marketing. Proven ability to handle complex inquiries, escalate issues effectively, and collaborate across teams to improve customer engagement.
Key Achievements
- Provided bilingual support in English and Spanish across multiple roles, maintaining high CSAT scores.
- Handled complex customer inquiries, technical issues, and escalations, contributing to improved customer experience.
- Collaborated with cross-functional teams, including marketing and healthcare, to enhance outreach and service delivery.
Experience
Marketing Agent
Executed marketing and customer engagement strategies for digital campaigns, Handled inquiries and escalations through email and social media, Collaborated with cross-functional teams to improve customer outreach
Customer Service Agent
Provided bilingual customer support via phone, chat, and email, Resolved technical and account-related issues efficiently, Maintained high CSAT scores and followed quality assurance standards
Spanish–English Translator
Assisted in real-time translations between English and Spanish, Ensured accuracy and cultural sensitivity in communication, Supported customer interactions and internal teams
Customer Service Agent
Assisted U.S.-based customers with product inquiries, orders, and troubleshooting, Managed returns and escalated complaints when necessary, Documented customer interactions using CRM systems
Medicare & Medicaid Agent
Provided support to U.S. customers regarding Medicare and Medicaid plans, Explained eligibility, benefits, and enrollment processes clearly, Followed HIPAA compliance and company protocols