Professional Overview

I am a results-driven and bilingual Customer Service Executive with over 5 years of combined experience in the retail sector, technical support, medical accounts, and IT systems administration. I have provided high-impact customer care for companies such as Amazon, Lyft, and United Health Group, consistently exceeding KPIs and quality benchmarks. With a background in Industrial Engineering and specialized training in personnel management and customer support, I bring leadership, empathy, and analytical thinking to every role. My expertise also includes managing secure networks, cloud platforms, and sensitive data (PII), while excelling in multicultural, high-pressure environments.

Core Skills and Expertise

• Customer Support: Extensive experience supporting users in healthcare, e-commerce, and emergency response.

• Technical Support: Tier II IT support, network and system administration, and troubleshooting.

• Medical Billing & Claims: Guided Medicare/Medicaid members through billing processes and plan navigation.

• Cloud & Collaboration Tools: Skilled in managing cloud-based systems and collaborative platforms.

• Bilingual Communication: Fluent in English and Spanish, with strong written and verbal communication.

• Leadership & Coaching: Trained English coach and former operations supervisor with performance management experience.

• Crisis Management: NACP-certified advocate with experience in Trust & Safety protocols.

• Project Management: Proficient in leading teams, developing reports, and tracking performance metrics.

• Personnel Recruitment: Trained in HR functions, including recruitment, training, and development.

• Information Security: Knowledgeable in safeguarding sensitive customer and system data (PII compliance).

Tools and Technologies

• CRM Platforms: Salesforce, Zendesk, Amazon internal systems

• IT Tools: Active Directory, Microsoft Office Suite (Advanced), Network Admin Tools

• Communication Platforms: Slack, Google Workspace, Microsoft Teams

• Project & Order Systems: Proprietary B2B logistics software, ticketing systems

• Design & Productivity: Photoshop (basic), Adobe, Excel (advanced)

• Languages: English (Advanced), Spanish (Native)

Why Choose Me?

With a diverse professional background and a relentless commitment to service excellence, I bring the rare ability to combine technical expertise, customer empathy, and strategic leadership. My years of experience in support, logistics, healthcare, and IT environments have sharpened my skills in adapting to new challenges and solving complex problems efficiently. I am passionate about delivering value to both customers and companies, and I’m equipped with the tools and mindset to thrive in fast-paced, mission-critical roles.