Fernando Garza
Randstand
Rio Grande City,United States of America
5
years of professional experience
Results-driven Customer Service Representative with over 3 years of experience in high-volume remote environments. Achieved a 95% customer satisfaction rate through expertise in email support and upselling. Skilled in SMS, email, and call center support, with a strong focus on adaptability, technical problem-solving, and delivering customer-oriented service. Recognized for exceptional analytical and organizational skills, enhancing operational efficiency and effectively managing complex issues under pressure.
Work History
Customer Service Representative (Contract)
1 Month- Provided general information and support to patients on Durable Medical Equipment (DME).
- Used HCPCS code lookup tool to select accurate supplies and equipment.
- Processed orders for oxygen supplies and entered required ICD diagnosis codes.
- Scheduled patient pickups, exchanges, and service checks or repairs.
- Troubleshot CPAP machine issues for patients as needed.
- Sent scheduling emails to coordinate callbacks from another department for completing DME orders.
Customer Service Representative (Seasonal)
1 Month- Provided clear explanations of credit card benefits, balances, expiration dates, balance transfers, and proper usage to customers via inbound calls.
- Processed requests for card replacements and convenience checks efficiently while verifying customer identity and account details.
- Resolved declined transaction issues, disputes, and payment problems, ensuring quick and accurate resolutions to maintain high customer satisfaction.
- Transferred complex inquiries to appropriate departments or specialists, coordinating seamless handoffs to minimize customer wait times.
Customer Service Representative (Contract)
5 Months- Handled 30-40 customer calls daily, providing assistance via phone and email.
- Utilized Gladly chat to summarize and complete customer interactions, enhancing KPI performance.
- Resolved billing issues, including payments, refunds, and adjustments.
- Created and documented escalation tasks with clear resolution timeframes, ensuring 100% issue resolution.
- Explained policies, benefits, and processes for returns, exchanges, and warranties, ensuring first call resolution (FCR).
- Built and maintained customer relationships by recommending personalized solutions and encouraging customers to provide feedback on requests or issues, ensuring high customer satisfaction and issue resolution.
Customer Service Representative
8 Months- Handled 30+ customer calls daily, providing assistance via phone and email while also making targeted outbound follow-up calls to members and providers to resolve open cases, and obtain missing documentation.
- Explained health care coverage, ensuring customers are informed with factual information.
- Issued member ID cards or coverage booklets, ensuring first call resolution (FCR).
- Updated customer information in CRM, enhancing data accuracy.
- Transferred misrouted members to appropriate departments, ensuring accurate issue resolution.
- Adhered to HIPAA regulations, maintaining confidentiality.
- Explained prior authorization requirements, timelines, and documentation needs to members inquiring about prescription or procedure coverage.
- Escalated and followed up on prior authorization delays or denials to ensure timely resolution for members.
CSR - Customer Service Representative
1 Year 3 Months- Managed high volume of inbound calls, ensuring calls were completed correctly via flow guide.
- Issued new Member ID cards, providing estimated delivery timeframes for first call resolutions (FCR).
- Educated members on coverage for food, over-the-counter medicine, utility bills, and eligible stores.
- Assisted with technical support, adding value to customer service.
- Documented necessary summaries for every call, ensuring excellent metric scores.
- Provided detailed explanations of financial balances, including projected deposit amounts, transaction details, and remaining funds, enabling customers to make informed decisions on their entitlements.
CSR - Customer Service Representative (temporary)
2 Months- Analyzed 70+ rental assistance applications weekly, verifying eligibility and contacting tenants/landlords via outbound call or email and prevent application delays.
- Created cases for missing documents to ensure requirements were met.
- Ensured qualifications and sent applications to QA for approval.
Team member
5 Months- Cooked and prepared orders efficiently, maintaining kitchen hygiene.
- Greeted customers and provided exceptional service.
Education
High School Diploma - Business Management, Health, Medical Terminology
Skills
Call Center Experience (3+ years)
Technical Support
Live Chat Support
Email & SMS Support
First Call Resolution (FCR)
Healthcare & Health Insurance Support
HIPAA Compliance
Salesforce CRM
CRM Software
Brightree CRM
Order Processing & Tracking
Continuous improvement
Billing & Refund Resolution
Upselling & Product Recommendations
Active Listening & Empathy
Microsoft Office Suite (Word
Excel
Outlook
Teams)
Five9 | Avaya | Gladly | Genesys Cloud
IOS & Android Troubleshooting
Mobile App Support
Data Entry (40+ WPM)
Multitasking in High-Volume Environments
Google Workspace
Timeline
Customer Service Representative (Contract)
Randstand
03.2026 - 04.2026Read More
Customer Service Representative (Seasonal)
Foundever
01.2026 - 02.2026Read More
Customer Service Representative (Contract)
TEKsystems
09.2024 - 02.2025Read More
Customer Service Representative
SupportNinja
10.2023 - 06.2024Read More
CSR - Customer Service Representative
Solutran
12.2021 - 03.2023Read More
CSR - Customer Service Representative (temporary)
Texas Rental Relief
10.2021 - 12.2021Read More
Team member
Taqueria El Chaparral
04.2021 - 09.2021Read More
Rio High School
High School Diploma from Business Management, Health, Medical Terminology
Read More