This is my profileContact via CazVidEsteban
Welcome to CazVid!
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Competencies
Demonstrated experience with Customer Service.
Demonstrated experience with Technical Support.
Demonstrated experience with Salesforce.
Demonstrated experience with JIRA.
Demonstrated experience with Excel.
Education
Languages
Summary
View Esteban's professional profile on CazVid.
Experience
Customer Expert L2 - Insulet
First level technical support, resolving queries in real time and complying with key metrics such as CSAT., Immediate solution to medical device failures that present critical situations, thus helping patients who require it for their medical treatment., Training of personnel in tools.
Senior Customer Care Specialist
First level technical support, ensuring first contact resolution (FCR) and high levels of satisfaction (CSAT)., Development of technical onboarding programs and training workshops for new hires., POC in ticket management (JIRA), legal processes and technical escalations., Preparation of reports, metrics, training material and performance evaluations.
Collections Agent
Client portfolio management for financial institutions (CAPONE, CHASE, SYNCH)., Dispute resolution, account reconciliation and payment follow-up., Support in process improvements and internal training.
Business Process Manager / Analyst
Case management and data analysis using tools such as JIRA, Excel and Word., Leadership of internal process improvement projects and operational documentation., Training of personnel in technical tools and methodologies (RACI, ticketing, reporting)., Active communication with cross-functional teams and presentation of results to stakeholders.
Customer Account / Data Analyst
Handling of platforms such as SAP and Salesforce to manage and update customer accounts., Data analysis and validation of legal documents., Update of operational material and resolution of urgent cases.
Benefits & Insurance Data Analyst
Patient care and medical data management in systems such as EPIC and PASSPORT., Data analysis for clinical and administrative decision making., Insurance validation, billing and assistance in hospital admission processes.