Customer Support Agent

• Jul 2023 - Present

Logistic Coordinator

• 2021 - 2023

Provided assistance to drivers and brokers by emails, chats and through the phone Functions as: • Investigate load issues, and look for a resolution following guidelines and applying critical thinking, following up with brokers and/or drivers making sure both parties were satisfied with the resolution. • Processed payments for extra charges for any delays during the freight transportation, paid drivers, and create invoices to send to the brokers with the extra fees following established guidelines. • Reported and requested any extra compensation for drivers that were delayed at a warehouse or had issues with loads. • Also, helped answer driver questions and investigate issues related to their card transactions. Show less

Insurance Customer Specialist

• Nov 2017 - 2021

Customer service representative for a medical insurance company. • I had to learn and continuously review over 100+ company processes that were outlined and followed steps that were defined to handle all kinds of customer requests and/or answer questions. • Gain a vast knowledge of medical terminology CPT procedure codes and diagnostic codes • Resolved customers' inquiries regarding their medical benefits, enrollment questions, plan limits, descriptions, and exceptions. • Reviewed medical bill charges and reviewed plan benefits, guidelines, and company articles on processes and exceptions making sure benefits were processed correctly and doing the proper escalation for claims that were not processed correctly or those where exceptions were granted • Quality assurance assistant and floor support assistant: Helped monitor calls and gave feedback to agents on company-listed processes, good practices, and tips to improve customer satisfaction Show less

Customer Service Agent

• 2016 - Jan 2017

Customer service representative for a financial company. • Helped customers completing loan applications. Filling out forms and requesting required documents • Paperwork verification • Calendar management: Set appointments for customers to pick up their approved loans Customer service representative for a financial company. • Helped customers completing loan applications. Filling out forms and requesting required documents • Paperwork verification • Calendar management: Set appointments for customers to pick up their approved loans