Experience

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  Commercial Insurance from Pouch

  • United States
  • Insurance
  • 1 - 100 Employee

  • Operational Support Specialist Lead

    • Apr 2024 - Present

    • Enhanced user experience by identifying and resolving bugs and implementing feature improvements, resulting in a smoother customer journey.• Led a team of 3 professionals, overseeing their performance, tracking KPIs, and ensuring adherence to technical documentation and process standards.• Served as a key liaison between Operations and the IT department, facilitating seamless communication and collaboration.• Conducted quality assurance checks before deployment, ensuring visual and responsive design standards were met.• Streamlined team workflows and processes, leading to improved operational efficiency and effectiveness.

  • Customer Support Representative

    • Jul 2023 - Apr 2024

    • Provided comprehensive customer support to small businesses with under 20 employees, offering assistance through various channels including email, chat, and phone.• Closed tickets efficiently and effectively, ensuring timely customer inquiries and issues resolution.• Handled escalated claims and complex insurance matters, demonstrating expert knowledge and problem-solving skills.• Collaborated with insurance professionals and tech experts to tailor customized product offerings and find the right coverages for each business.• Played a key role in delivering insurance savings and seamless service, contributing to the success and satisfaction of over 15 million businesses.

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  Vita Surgical Group

  • Washington, Distrito de Columbia, Estados Unidos

  • Customer Service Specialist

    • Nov 2022 - Aug 2023
    • Washington, Distrito de Columbia, Estados Unidos

    • Provided exceptional customer service to patients, addressing inquiries and concerns promptly and professionally.• Collaborated with internal teams to ensure a seamless patient experience from initial inquiry to post-surgical follow-up.• Maintained accurate records of patient interactions and followed up to ensure satisfaction and resolution of any issues.• Contributed to the development and maintenance of internal documents and guidelines to streamline procedures.• Played a key role in maintaining high patient satisfaction scores through effective communication and problem-solving.

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  Barrera Financial Enterprises

  • California, Estados Unidos

  • Customer Success Specialist

    • Dec 2022 - Apr 2023
    • California, Estados Unidos

    • Managed inbound and outbound calls, providing support and guidance to clients on financial products and services.• Implemented proactive patient follow-up procedures after surgery, ensuring a positive post-surgical experience.• Developed and maintained a comprehensive FAQ database to address common patient inquiries and concerns.• Effectively managed email communications, ensuring timely responses and resolution of customer issues.• Contributed to the improvement of internal processes and procedures to enhance overall customer success.

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  Fluid Truck

  • Argentina

  • Customer Service Representative

    • Feb 2022 - Sep 2022
    • Argentina

    • Provided technical assistance and support to clients across 40 states, ensuring optimal utilization of rental vehicles and addressing technical queries and concerns.• Managed complaints and inquiries, proactively following up with clients to ensure swift resolution and achieve high customer satisfaction.• Coordinated vehicle repositioning efforts to optimize fleet availability and enhance customer service standards.• Conducted daily meetings with the Sales Department to align customer needs, prioritize tasks, and streamline operations.• Facilitated onboarding and training sessions for new team members, ensuring a smooth transition and adherence to company standards.• Achieved a 98% satisfaction rating from customers, reflecting exceptional service delivery and customer-centric approach.

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  Acudir Emergencias Médicas

  • Argentina

  • Telephone Operator

    • Feb 2021 - Jan 2022
    • Argentina

    • Initiated and followed up on complaints, prioritizing client quality and satisfaction in emergency situations.• Provided first aid instructions over the phone while waiting for ambulance arrival, ensuring timely assistance to callers.• Addressed emergency situations with efficiency and professionalism, coordinating appropriate responses and resources.• Ensured adherence to established protocols and procedures, maintaining a high level of service quality and customer satisfaction.• Played a key role in training new team members, sharing expertise and best practices to uphold service standards.

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  Galeno

  • Buenos Aires, Argentina

  • Senior Receptionist

    • Jun 2017 - Mar 2021
    • Buenos Aires, Argentina

    • Managed patient reception for scheduled and emergency surgeries, handling referrals, ambulance requests, and interconsultations.• Provided guidance and support to patients during challenging times, demonstrating empathy and professionalism.• Coordinated authorizations for inpatient and emergency admissions, liaising with healthcare entities and insurance providers.• Facilitated patient payments and deposits, managing credit/debit card transactions and overseeing financial documentation.• Maintained inventory and stock of medical supplies, ensuring availability for patient care and treatment.

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  Centro Médico de Diagnóstico y Tratamiento Liniers

  • Buenos Aires, Argentina

  • Recepcionist

    • Jun 2012 - Jun 2017
    • Buenos Aires, Argentina

    • Provided comprehensive reception and assistance to patients via phone, email, and in-person interactions.• Scheduled appointments for various medical specialties, ensuring efficient utilization of clinic resources.• Coordinated between medical and administrative teams, contributing to seamless patient care and service delivery.• Managed medical billing and invoicing processes, ensuring accurate and timely payment transactions.• Maintained stock of medical supplies and managed vendor relationships to support clinic operations.