Fatima Glass
Ceres
Summary
Dynamic Customer Support Specialist with over 10 years of experience in customer service and sales support, skilled in effectively resolving inquiries and nurturing positive customer relationships. Committed to delivering exceptional service and enhancing the overall customer experience through proactive engagement and innovative problem-solving in a collaborative team environment.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Seasonal Bilingual Healthcare Customer Service Representative
TTEC
09.2025 - 01.2026
- Assisted English/Spanish speakers with health plan questions, enrollment, and inquiries empathetically.
- Utilized product knowledge to explain benefits and resolve problems via phone, documenting interactions accurately.
Financial Counselor
GreenPath Financial Wellness
09.2022 - 10.2024
- Facilitated financial counseling and education while assessing client needs to craft personalized action plans.
- Executed outreach initiatives with community agencies and analyzed client accounts for discrepancies.
Remote Seasonal Customer Care Ambassador
Activus Connect
08.2020 - 09.2021
- Coordinated efforts to support claimants in initiating claims and obtaining government-approved pandemic benefits.
Medical Administrative Assistant
Gail & David Jacoby MD
02.2020 - 06.2020
- Facilitated operations in a high-volume medical practice, efficiently relaying information and managing priorities.
- Coordinated patient scheduling and verified insurance coverage to ensure optimal flow and minimal wait times.
Business Development Representative
Skyline Payment Systems LLC
08.2017 - 11.2018
- Managed consultant prospecting efforts to drive partnership program enrollment while providing quality assurance support.
- Performed targeted outbound prospecting to generate leads and expand the client base.
Administrative assistant
Open Blue Sea Farms
02.2015 - 01.2017
- Delivered comprehensive administrative assistance to enhance organizational efficiency through effective document preparation.
- Coordinated daily office operations, ensuring smooth workflow and efficient communication among team members.
CREDIT SERVICE CENTER SPECIALIST
GRAINGER
08.2013 - 12.2014
- Maintained comprehensive account records and received recognition for swiftly resolving complex expediting issues.
- Developed and implemented process improvements to enhance service delivery efficiency.
Education
High School Diploma - Science & Computer Technology Emphasis
San Martin de Porres High School
Associate’s Degree - Environmental Engineering
Metropolitan University of Science and Technology
12-2010
Skills
- Customer conflict resolution
- Skilled in diverse communication methods
- Bilingual customer service
- Insurance verification
- HIPAA compliance
- Proficient in document creation using Microsoft tools
- Call center support
- CRM software proficiency
- Appointment scheduling
- Experienced with patient information systems
- Data entry
Certification
- HIPAA & Confidentiality Training
- Customer De-escalation & Communication Training
- American Red Cross Adult & Pediatric First Aid/CPR/AED
LANGUAGES
English - Fluent
Spanish - Fluent
Timeline
Seasonal Bilingual Healthcare Customer Service Representative
TTEC
09.2025 - 01.2026
Financial Counselor
GreenPath Financial Wellness
09.2022 - 10.2024
Remote Seasonal Customer Care Ambassador
Activus Connect
08.2020 - 09.2021
Medical Administrative Assistant
Gail & David Jacoby MD
02.2020 - 06.2020
Business Development Representative
Skyline Payment Systems LLC
08.2017 - 11.2018
Administrative assistant
Open Blue Sea Farms
02.2015 - 01.2017
CREDIT SERVICE CENTER SPECIALIST
GRAINGER
08.2013 - 12.2014
Associate’s Degree - Environmental Engineering
Metropolitan University of Science and Technology
High School Diploma - Science & Computer Technology Emphasis
San Martin de Porres High School