Gisselle Pretto
Miami,United States
Summary
Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth. Motivated customer service specialist with multiple years of experience. Skilled in training staff and establishing rapport with clients and teammates. Patient and empathetic, with an extensive background in conflict resolution and customer care. Self-motivated with exceptional communication and computer capabilities. Able to professionally work under pressure.
Overview
7
7
years of professional experience
Work History
Helpdesk Technician I
Alcora Group
11.2023 - 09.2024
- Responsible for handling basic inquiries and troubleshooting simple issues such as hardware, software or network problems
- Manage users account, creating account, assigning permissions or resetting passwords
- Update users on the status of their service request
- Log activity using ticketing system
- Escalate more difficult problems to higher levels of support
- Identify potential major incidents and highlight them to management.
Customer Service Advocate
United Healthcare Group
10.2022 - 11.2023
- Respond to and resolve, on the first call, members inquiries and issues such as benefits, eligibility and claims, financial spending accounts and correspondence
- Initiate proactive outreach to members as needed, which may involve welcoming new members to our health plans, addressing gaps in care, reviewing coverage, and referring & enrolling them to internal specialists and programs based on their needs and eligibility
- Contact care providers (doctor’s offices) on behalf of the customer to assist with appointment scheduling or connections with internal specialists for assistance
- Help guide and educate customers about the fundamentals and benefits of consumer-driven health care topics to select the best benefit plan options, maximize the value of their health plan benefits and choose a quality care provider.
Quality Assurance Engineer
Alcora Group
06.2021 - 09.2022
- Create detailed, comprehensive, and well-structured test cases
- Estimate, prioritize, plan and coordinate testing activities
- Identify, record, document thoroughly and track bugs
- Perform thorough regression testing when bugs are resolved.
Leader Support Representative
Alcora Group
12.2019 - 06.2021
- Use listening skills to determine the nature of the call to address customer’s inquiries clearly and precisely in a professional manner
- Identify, research, and resolve customer’s concerns using open questions
- Effectively communicate using customer’s friendly and appropriate language
- Ensured customers ended the call with satisfaction and by notating account clearly.
Customer Service Representative
Visa INC
08.2017 - 11.2019
- Managed high call volume with tact and professionalism, often involved with multiple software
- Assisted members with any inquiries such as balance, transactions and all other
- Technical support for consumer website
- Improved call center functionality and service levels by resolving customer requests efficiently and quickly according to terms and conditions established by financial institution.
Education
High School Diploma -
San Judas Tadeo
06.2010
Skills
- Customer Service
- Team Collaboration
- Social Media
- Online chat and email
- Customer Engagement
- Call Control
- Documentation and notes
- Computer Skills
- Issue Resolution
- Software Updates
- Ticket management
- Remote Support
- Software Installation
- Help Desk Software
- Technical Support
References
- Mr. Bryand Perez (347) 873-8179
- Mr. Anthony Medina (305) 390-6522
- Mr. Jay Santos (305) 562-5063
- Ms. Yamileth Leiva (786) 650-8569
Languages
Spanish
Native or Bilingual
Timeline
Helpdesk Technician I
Alcora Group
11.2023 - 09.2024
Customer Service Advocate
United Healthcare Group
10.2022 - 11.2023
Quality Assurance Engineer
Alcora Group
06.2021 - 09.2022
Leader Support Representative
Alcora Group
12.2019 - 06.2021
Customer Service Representative
Visa INC
08.2017 - 11.2019
High School Diploma -
San Judas Tadeo
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