Fernando Garza
Rio Grande City,United States of America
Summary
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.
Overview
5
5
years of professional experience
Work History
Customer Service Representative (Contract)
Randstand
Remote
03.2026 - 04.2026
- 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)
Foundever
01.2026 - 02.2026
- 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)
TEKsystems
09.2024 - 02.2025
- 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
SupportNinja
10.2023 - 06.2024
- 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
Solutran
12.2021 - 03.2023
- 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)
Texas Rental Relief
10.2021 - 12.2021
- 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
Taqueria El Chaparral
Rio Grande City
04.2021 - 09.2021
- Cooked and prepared orders efficiently, maintaining kitchen hygiene.
- Greeted customers and provided exceptional service.
Education
High School Diploma - Business Management, Health, Medical Terminology
Rio High School
Rio Grande City, TX05-2018
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 - 04.2026
Customer Service Representative (Seasonal)
Foundever
01.2026 - 02.2026
Customer Service Representative (Contract)
TEKsystems
09.2024 - 02.2025
Customer Service Representative
SupportNinja
10.2023 - 06.2024
CSR - Customer Service Representative
Solutran
12.2021 - 03.2023
CSR - Customer Service Representative (temporary)
Texas Rental Relief
10.2021 - 12.2021
Team member
Taqueria El Chaparral
04.2021 - 09.2021
High School Diploma - Business Management, Health, Medical Terminology
Rio High School