Experienced bilingual professional specializing in healthcare and telecom customer support, process improvement, and technical troubleshooting.
Delivered high-quality customer support in bilingual environments, resolving complex issues and providing tailored solutions.
Guided clients through health insurance policies, benefits, claims, and regulatory standards, ensuring understanding and satisfaction.
Provided troubleshooting assistance for smart devices and hardware, managing repairs, refunds, and technical resolutions.
Trained new employees and created resolution guides to enhance team workflow and customer service quality.
EVERISE COLOMBIA
Served as a bilingual advocate, assisting health insurance members with understanding their coverage, benefits, and claims processes, while providing solutions to complex issues., Delivered high-quality customer service by explaining various insurance products, plan options, and benefits, effectively guiding members toward the best coverage solutions for their needs., Managed and resolved intricate customer issues related to health insurance coverage, benefits, and claims, requiring in-depth knowledge of policies and regulatory standards.
OPTUM GLOBAL SOLUTIONS COLOMBIA
Addressed any question related to the member insurance plan based on benefits and providers., Assisted insurance members in both English and Spanish by booking appointments, coordinating transportation services, and arranging for medical equipment as per individual needs., Managed prescription orders and facilitated communication between members and healthcare providers to ensure timely medication delivery., Provided detailed explanations of insurance claims and bills tailored to the specific benefits of each member's insurance plan., Designed and implemented a comprehensive resolution guide for coworkers.
ACCEDO COLOMBIA S.A.S
Addressed customer inquiries and provided information related to home internet and phone products., Confirmed and meticulously reviewed billing information for accuracy and made calculations and adjustments as necessary., Offered technical assistance for specific hardware concerns., Ensured that appointments and equipment information were accurately verified and communicated to customers., Trained new employees with clear and direct communication.
Academic bachelor
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Assisted customers with product inquiries, warranty sales, and upselling, contributing to increased product adoption.
ASURION COLOMBIA SAS
Provided customer support for smart devices, managing tasks such as scheduling technician appointments, processing refunds, coordinating reshipments, and guiding customers through troubleshooting., Successfully resolved complex customer issues while maintaining high satisfaction levels., Promoted warranty sales, improving product uptake.
SUTHERLAND GLOBAL SERVICES - SGS COLOMBIA HOLDING SAS
Provided exceptional customer service, assisting clients with inquiries and troubleshooting a range of smart devices., Managed scheduling, processing refunds, coordinating product reshipments, and facilitating technician appointments., Guided customers through detailed troubleshooting processes.
