Zendesk
Amalia Gordillo
Senior Customer Support & Healthcare Operations Specialist
Miami,Florida
Work Preference
Summary
Dynamic Senior Customer Support and Healthcare Operations professional with over 6 years of diverse experience in e-commerce and administrative roles, including a dedicated year in healthcare operations. Expertise includes CRM systems, help desk workflows, and ensuring documentation accuracy while maintaining compliance with HIPAA regulations. Proven ability to enhance operational efficiency through effective scheduling and support strategies. Committed to delivering exceptional service and fostering positive customer experiences in fast-paced environments.
Overview
6
6
years of professional experience
2
2
Languages
3
3
Certificates
Work History
Customer Service Advocate I
Centene
05.2025 - Current
- Handled a high-volume queue of 70–90+ daily cases through phone and digital platforms while meeting response time and quality standards
- Verified documentation and updated client and patient records with 98%+ accuracy across multiple healthcare systems
- Recorded all interactions in CRM and Smartsheet while collaborating with clinical and administrative teams and maintaining HIPAA compliance
- Collaborated with cross-functional teams to address complex customer issues and improve overall experience.
Administrative Assistant
Doctor Aromas
02.2023 - 04.2025
- Managed 70–90+ inbound cases daily via phone and digital systems while meeting quality, response time, and workflow standards
- Reduced follow-up delays by 30% by improving case tracking, documentation workflows, and real-time troubleshooting
- Improved customer satisfaction by analyzing and optimizing the e-commerce website''s user experience.
- Managed and drove corporate e-commerce, customer relationship management and social media platforms.
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
Professional Debt Collector
Citibank
05.2022 - 01.2023
- Used skip tracing and tracking systems to locate hard-to-reach customers, increasing successful contact rates
- Contacted via phone 230+ client accounts daily with strict compliance and zero data errors
- Recovered outstanding debts by implementing effective negotiation and communication skills.
- Reduced account processing delays by 20% through accurate record verification and documentation review
Luxury Sales Associate
Nordstrom
10.2021 - 04.2022
- Increased sales conversion rates by 25% by managing the full sales cycle from customer engagement to closing
- Built relationships with key clients, resulting in increased revenue and long-term partnerships.
- Consistently exceeded personal sales quotas by 15–20% through proactive customer service and team collaboration
- Assisted in inventory management, ensuring accurate stock levels and timely replenishment of merchandise.
- Implemented effective upselling techniques to encourage additional purchases from satisfied customers.
Front Desk Receptionist
FirstService Residential
03.2020 - 10.2021
- Implemented an organized filing system that improved document retrieval time by 30% and increased office efficiency
- Managed a multi-line phone system, routing 60+ daily calls accurately while providing professional customer support
- Processed payments, maintained accurate records, performed daily data entry, and ensured secure access by monitoring visitors and following safety protocols
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
Education
High School Diploma -
American Worldwide Academy
Miami, FL08-2017
Certificate of Technical Studies - Medical Coding And Billing
MedCerts
05.2001 -
Certificate of Technical Studies - Certified Phlebotomy Technician
NAH
Miami, FL 05.2001 -
Skills
Call center experience
Problem-solving
Complaint handling
Shipping and receiving
Strong negotiation skills
Administrative support
Live chat support
Patient confidentiality
Appointment scheduling
Insurance verification
Claims processing
Medical terminology
Data entry proficiency
HIPAA compliance
Verbal and written communication
Time management
Teamwork and collaboration
Analytical skills
Certification
PT - Phlebotomy Technician
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Accomplishments
- Entrusted with handling sensitive customer and patient information with full confidentiality and compliance
- Recognized for consistency in meeting quality, accuracy, and workflow standards across all roles
- Prioritized high-urgency cases while maintaining service quality for all active customers
- Demonstrated ability to work independently with minimal supervision in fast-paced environments
- De-escalated frustrated customers using empathy, professionalism, and solution-focused communication
- Identified root causes of recurring issues and shared feedback to improve internal processes
- Utilized CRM, helpdesk, and communication platforms to manage cases efficiently in fully remote teams
- Adapted quickly to new systems, tools, and workflows with minimal training
- Supported cross-department coordination to ensure smooth case resolution
- Consistently met performance metrics, response time standards, and quality expectations
- Recognized for dependability, professionalism, and strong work ethic across all roles
Quote
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins
Software
Gorgias
Shopify
Klaviyo
Salesforce
Smartsheet
Airtable
Trello
Google Sheets
Microsoft Excel
Microsoft Word
Microsoft Outlook
Google Workspace
Microsoft Teams
Zoom
Meta Business Suite
WhatsApp Business
Squarespace
EHR systems
Insurance portals
Portico
Power BI
Truecare Cloud
Electronic Data Submission
Excel
Affiliations
- Coursera Learner Community
- Medical Coding & Billing Study Community
- HIPAA & Healthcare Compliance Learning Community
Languages
Spanish
English
Interests
Healthcare innovation and medical documentation accuracy
Customer experience improvement and service excellence
Continuous learning through online certifications and professional development
Fitness, wellness, and healthy lifestyle advocacy
Travel planning and cultural exploration
Digital tools, automation, and productivity systems
Timeline
Medical Coding and Billing
04-2026
Customer Service Advocate I
Centene
05.2025 - Current
CMA - Certified Medical Assistant
09-2023
Administrative Assistant
Doctor Aromas
02.2023 - 04.2025
Professional Debt Collector
Citibank
05.2022 - 01.2023
Luxury Sales Associate
Nordstrom
10.2021 - 04.2022
Front Desk Receptionist
FirstService Residential
03.2020 - 10.2021
PT - Phlebotomy Technician
01-2019
Certificate of Technical Studies - Medical Coding And Billing
MedCerts
05.2001 -
Certificate of Technical Studies - Certified Phlebotomy Technician
NAH
05.2001 -
High School Diploma -
American Worldwide Academy