Aaron Garza
Mcallen
Summary
Remote Customer Service Representative with 8 years of experience, 6 years of experience working remotely.
Overview
13
13
years of professional experience
Work History
Customer Technical Support
Tandem Diabetes Care
San Diago, CA
07.2024 - 07.2026
- Provided clear phone support to customers needing help with product setup, troubleshooting, and service questions.
- Documented customer interactions in case records to maintain accurate follow-up and service history.
- Responded to email and chat inquiries with concise guidance tailored to customer needs.
- Reviewed patient intake details and routed questions to the appropriate support queue when needed.
Remote Customer Service Representative
VRI
Mcallen, TX
12.2023 - 07.2024
- Handle 100s emergency alarms per shift while coordinating rapid assistance for patients in distress.
- Respond to medical emergencies promptly and relay critical information to the appropriate support channels.
- Monitor inpatient systems closely to track patient status changes during active alerts and urgent situations.
- Deliver calm, clear customer service using call handling and de-escalation techniques for anxious callers.
Customer Service Representative
Maximus
Phoenix, AZ
05.2021 - 08.2023
- Managed remote adjudication for Arizona Pandemic Unemployment claims, supporting accurate case review and applicant intake.
- Promoted to the Homeowners Assistance Fund program, handling application status updates and guiding applicants through the process.
- Routed complex cases to the proper channels and tracked follow-up through CRM software.
- Responded to homeowner questions with clear, professional communication and de-escalation techniques.
- Reviewed incoming application details and clarified missing information to keep cases moving efficiently.
- Worked remotely with consistent reliability and time management across program transitions and changing caseloads.
- Finished with an overall 98% QA score, reflecting consistent adherence to service and documentation standards.
Customer Service Representative
Live Nation/TICKETMASTER
Pharr, TX
03.2018 - 01.2021
- Provided phone support for ticket exchanges and refunds, resolving customer issues with accuracy and professionalism.
- Transitioned to live chat and email support, handling customer inquiries across channels with clear, timely responses.
- Resolved customer concerns through live chat and email while maintaining consistent service quality in a call center environment.
- Earned most 5-star surveys in one month for the call center, reflecting strong customer satisfaction and service consistency.
- Applied de-escalation techniques to manage difficult conversations and keep interactions professional and productive.
Cashier/Bartender
All Starts Sports Bar and Grill
Mcallen, TX
10.2016 - 01.2018
- Supported family members launching the business by covering opening, cashier, and bartender duties.
- Prepared and served drinks for guests while maintaining steady bar operations during service hours.
- Processed customer purchases accurately and handled payments with a professional, service-focused approach.
Key holder/Cashier
Dollar General
Mcallen, TX
04.2014 - 07.2016
- Counted daily cash drawer and safe balances during opening and closing routines.
- Opened and closed the store, completing security checks and securing registers each shift.
- Reconciled end-of-day cash and safe totals, supporting accurate money management and variance tracking.
- Stocked merchandise and rotated inventory to keep shelves organized and replenished.
- Maintained a clean, presentable sales floor and checkout area throughout the shift.
- Assisted customers at checkout and answered routine questions with prompt, courteous service.
CSR - Customer Service Representative
Telepeformance
Edinburg, TX
03.2013 - 09.2013
- Maintained vey high first-contact resolution rate across phone, chat, and email interactions.
- Supported H&R Block's DIY at-home software customers with clear troubleshooting and account guidance.
- Resolved tax software questions through call handling, chat support, and email support during the six-month project.
- Used CRM software to document interactions, track issues, and follow customer cases through resolution.
- Applied de-escalation techniques to handle frustrated callers and keep conversations productive.
- Delivered reliable customer service throughout the six-month engagement and received exceptional performance feedback.
Education
High School Diploma - undefined
South Texas College
Mcallen, TX1 2009
Skills
- Patient intake coordination
- Appointment scheduling
- Insurance verification
- Medical terminology
- EHR documentation
- Call handling
- Chat support
- Email support
- De-escalation techniques
- Quality assurance
- HIPAA compliance
- First call resolution
- CRM software
Timeline
Customer Technical Support
Tandem Diabetes Care
07.2024 - 07.2026
Remote Customer Service Representative
VRI
12.2023 - 07.2024
Customer Service Representative
Maximus
05.2021 - 08.2023
Customer Service Representative
Live Nation/TICKETMASTER
03.2018 - 01.2021
Cashier/Bartender
All Starts Sports Bar and Grill
10.2016 - 01.2018
Key holder/Cashier
Dollar General
04.2014 - 07.2016
CSR - Customer Service Representative
Telepeformance
03.2013 - 09.2013
High School Diploma - undefined
South Texas College