Dedicated bilingual agent with over 4 years of experience supporting clients in healthcare and customer service roles. Skilled in multilingual communication, research, and client satisfaction.
Proficient in English and Spanish, facilitating effective client interactions and problem resolution.
Experienced in providing tailored solutions and support to diverse clients in health insurance and general inquiries.
Skilled in researching client plans and resolving issues efficiently to ensure client satisfaction.
Basic proficiency in additional languages, supporting communication with a broader client base.
TELEPERFORmance colombia s.A.S.
Bilingual Agent (English – Spanish). Respond to contacts who enter your workstation.. During the development of these contacts, you must do everything possible to provide a solution to the client and guide them in an agile and timely manner.. Assist clients by phone.. Listen to and recognize customer needs to identify the right solution.. Comply with privacy and information security policies.. Use the tools and resources provided by the company to solve customer problems.. Ensure you follow the necessary processes to troubleshoot customer issues.
Optum Global Solutions Colombia S A S.
Bilingual Agent (English – Spanish). Extensive knowledge of health insurance plans.. Good research management of client plans to provide specific information on what each plan covers for each client.. Assist clients by telephone with scheduling medical appointments, hospitals, clinics and laboratories.. Updating of primary care doctor and search for specialists in the area depending on the client's needs and verification of providers who meet the requirements to be part of the health insurance.. Comply with privacy and information security policies.. Use the resources provided by the company to solve customer problems such as escalations, policy changes and provide benefits to retain potential customers who are not satisfied with empathy.
High School Graduate
Bilingual
Well, as I mentioned before, also it's listed on my CV. I got experience in a call center. I worked at Teleperformance two years, a little bit more, and also in Optum with United Healthcare Insurance almost three years. And well, right now I'm working with a company with trucks, a logistic coordinator. Right now I'm getting the experience on how to make sure that everything about the load, all the loads will be on time, avoid any issues, also report to the customer because depending on the client, we have different customers where we need to call them, send an email, or report it through the chat. Actually, the tool we use is Teams, where we have some groups depending on the client where we communicate. Also with the sales rep, the sales team are very helpful, so we work hand by hand to make sure that any situation that compromises the load will be informed or that we can take actions before to let the customer know. So right now I've been like one year with them, so it's a great experience. And also making sure of the documents from those loads when they get picked to be loads showing the load. Some of them has a seal that the driver must not break. The only one is a representative for the facility, the receiver who can break them.
Well, actually, I have one that I'm using right now in the same company right now that is Freight Optimizer, and it's a software where we get all of the information about the loads, loads carriers, the status available, pickups in progress, and when it's already delivered. And that tool basically has everything. Also, you know that there are clients that does not work with us, but we can see it. So by codes, we know what codes we can use, also filter them in that way, the ones that we don't touch, that we do not handle will be as do not track, so we just, you know, put that code as this one is the one we don't touch, and in that way when we save it, then we will not see that carrier on dispatch again. Of course, there are some of them that you cannot do that, but there is the planning comment is at that where you can write a little message, and it's easy to know if that one maybe is part of your team or maybe from a sales rep, but it's one that you don't handle in the planning comment. You can add as DNT or DNC. So that very much optimizer is really useful, actually.
Well, there was one situation where the pickup actually was supposed to be at a specific time, you know, all of these things are scheduled already, but it was a breakdown for the truck, so, and the load was showing delay. So what we did was, of course, get, you know, making sure the driver is okay, following the protocols. Then to double check what would be the ETA to get that fixed, maybe went to a truck shop or a specific team who go there and, you know, help them, help them to get it fixed as soon as possible. And then after getting it fixed, get the ETA to the pickup. In that way, what we did after that, after knowing that it was already fixed, we rescheduled the appointment. Of course, sharing this information to the customer so they will be aware about what happened, what is the reason it will not be delivered on time, and, you know, due to the breakdown that was supposed to be picked at a specific time, you know, that if this affects the pickup, therefore, it will affect the delivery as well.
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Well, in that moment, a strategy I used, and also, well, to be efficient, was to the same carrier, since a carrier can get multiple loads, multiple dispatch requests, in that way, just by the carrier faulting it, in that way, I could manage some of them. So maybe I have three dispatch and one have 10 loads, another one have three, and another one has 20. So I used to be organized one by one, and in that way, I could succeed, manage all of them.
Hello, good afternoon, my name is Bastian, I'm 25 years old, and well, I used to have to worked in a call center. I have a bunch of experience, and also I have experience as a logistic coordinator, so I know about tracking loads, trucks, and everything in that way. Thank you.
Hello, good afternoon. My name is Sebastian. I'm 25 years old. Well, I got some experience in a call center and also lately I have an experience as a logistic coordinator, so I know about trucking, everything about loads, how to...
