John

While I worked at AffiniPay, I was in charge of helping merchants with requests through multiple contact channels, most of the time being statements and other inquiries related to disbursements and deposits, but also provided troubleshooting for the SaaS platform whenever they encountered an issue, sometimes escalating the case to the IT department for further analysis. Leveraging tools like Zoom, Intercom, and its integrated chatbot for summarized responses, Salesforce helps clients to reach out via email and notes any changes made to accounts.

I was in charge of providing support through inbound calls for clients as part of the eBay Billing department, helping merchants navigate disputes, delivery delays, payment issues, KYC verification, legal compliance, and more.

During my tenure at Continuum Global, I was outsourced at CVS, perhaps the largest product (in scope) I've ever worked with. I was assiduously learning more and more about the product every day, with every interaction, but that did not stop me from adapting quickly and earning performance bonuses for my great delivery. The requests and contact drivers were varied, not only is CVS a storefront with a website, which are beasts of their own, but they also provide medical prescriptions for Medicare and Medicaid recipients across the US and Canada. Following HIPAA and legal compliance, I handled every conversation with the care and thought needed for customer support, being empathetic and understanding that their calls can mean life to them, literally.

As an Account Manager, I was in charge of reaching out to warm leads in the zones of Perú and Chile, consolidating them, and creating a tailored environment in which they could develop more trust in our company and ensure the continuity of our relationship.

My first approach to inbound customer support was a little rough, given that the very first campaign I was assigned to was Walmart, but I proudly think it was my trial by fire. The foundations of my empathy, soft skills, call control, call efficiency, SLA compliance, and KPI achievement can be traced back here. My supervisors are in the CV, and I can proudly say this is what made me want to help people as a means of life. I was in charge of taking inbound calls, documenting, addressing, and resolving/escalating the customers' concerns as necessary to the operation guidelines. I was also back office for Turo, mainly doing rider request checks and KYC verifications, retention agent for the telecommunications company COX, and finally tech support for Disney+/Hulu.

Project-based position where I was outsourced to BACH, helping patients manage, update, reschedule, and escalate appointments for multiple patients in all of the Bay Area locations. Managing the scheduling through EPIC and Oracle to access the medical records, personal information, contact with providers, and more through inbound requests.

I provide real-time translation services to clients across multiple professional settings, mostly in medical settings. I am in charge of maintaining the integrity, privacy, and importance of each sentence when translating from English to Spanish and vice versa.