Ricardo - Customer Service Associate at Accenture

Experienced in multi-channel support, troubleshooting, and client issue resolution across diverse industries.

Skilled in leading teams, monitoring KPIs, and optimizing workflows to enhance productivity and service quality.

Proficient in managing patient data, adverse event reports, and healthcare support systems with confidentiality.

Fluent in English and Spanish, effectively communicating complex information in multicultural environments.

Email, chat and phone experience across multitasking activities to have the best resolution for the client.. Coordinate tasks and workflows to ensure service continuity and issue resolution.. Collaborate with cross-functional teams using Microsoft 365 tools.. Support customer with further and technical support knowledge based on CRM systems and information of the LOB.

Delivered high-quality patients support in a healthcare environment handling sensitive patient information.. Managed cases using Electronic Health Records (EHR) improving tracking and follow-up accuracy.. Resolved customer inquiries efficiently while maintaining compliance and empathy.. Identified opportunities to improve service processes and patient satisfaction.. Phone and email assistance for escalations and resolution processes for the patient.. Financial assistance and clear information for the patients around the accounts, insurances and financial aids available at hospital records.. Identify issues about payments and bring solutions, refunds, credits, balances, among other financial situations according to the situation to help the patients.

Led and supervised team operations in a high-volume service environment.. Monitored KPIs and performance metrics to ensure productivity and quality targets.. Coordinated resources and optimized workflows to improve efficiency.. Prepared performance reports and communicated results to stakeholders.. Coached team members and resolved conflicts to maintain team performance.. Check and create the payroll sheet of the team.. Analyze KPI, performance and outliers every week.. Coordinate coaching and team meetings sessions.

Provided multi-channel support for Apple Card users.. Troubleshot account, payment, and technical issues with high accuracy.. Analyzed user data to identify trends and resolve recurring issues.. Guided customers on platform usage and best practices.. Analyzed fraud and disputes issues among the accounts.. Disputed multiple transactions based on CRM systems.. Provided general support for banking procedures which involve credit card financial status.

Provided multi-channel customer support (chat and email) for a large-scale digital content platform.. Assisted users with account issues, content management, monetization processes, and platform partner policies.. Analyzed account data, payment status, and performance metrics overview to resolve user inquiries accurately using CRM systems from the platform.. Identified platform-related issues such as content flags, policy violations, and system errors, providing solutions or escalation when required.. Educated users on platform guidelines, best practices, and tools to improve content performance and compliance.. Handled high-volume support interactions while maintaining strong attention to detail and customer satisfaction (English and Spanish).. Collaborated with internal teams to troubleshoot complex issues and improve service processes.. Analyze videos and troubleshoot with systems possible errors and mistakes during uploading or completed process for channels.

Handled patient reports related to adverse drug reactions ensuring compliance, products query, and medical information (English and Spanish).. Maintained accurate records using Excel and internal systems.. Coordinated transportation and follow-ups for patient support services.. Delivered support via phone, chat, and email channels.