Willmer

Customer Services – Tech Support

Provided Tier 1 technical support for insurance management software, resolving system integration errors and data inconsistencies.. Managed complex incidents involving client-side miscommunication between software and external carrier platforms.. Collaborated with distributed teams to ensure timely updates and accurate claim tracking.. Maintained high satisfaction levels through active listening, clear explanations, and follow-up.

Customer Service – Tech Support – CRMs

Provided remote technical support to U.S.-based clients for insurance platforms, focusing on resolving access issues, billing errors, and CRM functionality.. Assisted clients with document management and form submissions using Microsoft Excel and proprietary tools (e.g., Four Point Inspection Reports).. Delivered high-quality customer care via phone, email, and live chat.. Handled technical escalations involving software misconfigurations and guided clients through browser permissions and software installation.. Utilized EPIC and White platform to interface with insurance carriers and validate real-time policyholder information.. Collaborated to develop and implement a data archiving system.

Customer Service - Lyft Campaign

Commanding Officer - Special Forces Training Center

Team Leader – Virgin Mobile USA

Supervised a support team handling voice and technical issues for U.S. mobile customers.. Resolved hardware/software issues including SIM errors, device configuration, and connectivity troubleshooting.. Led training initiatives on effective communication, conflict resolution, and advanced support for Windows-based systems.

Lieutenant – Squad Leader

Legal Assistant

Handle inbound and outbound calls related to legal matters, explaining case processes clearly and accurately.. Collect and verify client information and documentation, maintaining strict confidentiality across systems.

Customer Service – Tech Support

Diagnosed and resolved client-reported account and system issues via phone and email support channels.. Assisted with policy inquiries, claims processing, and account/system updates.

Customer Service – Tech Support (CRM Systems)

Provided technical support for insurance software platforms and client web portals, resolving login failures, data discrepancies, and system errors.. Partnered with IT and operations teams to troubleshoot recurring system issues and streamline support workflows.

Customer Service – Lyft Campaign

Resolved app, account, and payment-related technical issues for riders and drivers via real-time chat and email.

Commanding Officer, Special Forces Training Center

Directed training and readiness operations for a specialized tactical unit, overseeing systems, logistics, and personnel over 12 years.. Designed and delivered specialized tactical training programs for incoming special forces personnel, covering combat readiness, operational protocols, and physical conditioning.. Trained, evaluated, and mentored personnel through high-stress, high-stakes scenarios, building their capacity for calm, methodical execution under pressure.. Applied structured problem-solving and decision-making under pressure — transferable directly to incident response and technical support environments.

Team Leader – Virgin Mobile USA Campaign

Led a team of 15+ agents handling mobile service inquiries and technical troubleshooting for a telecom carrier.. Implemented process improvements that reduced average call handling time by 20%.