Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic
Gisselle Pretto

Gisselle Pretto

Miami,United States

Summary

Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.

Overview

8
8
years of professional experience

Work History

Contact Center Agent

Velera
05.2025 - Current
  • Verify member identity using secure protocols
  • Help members report lost/stolen cards and initiate replacements
  • Resolve issues related to declined transactions, fraud alerts, or unauthorized charges
  • Maintain accurate records of interactions and resolutions
  • Initiate Balance Consolidation processes

Helpdesk Technician I

Alcora Group
11.2023 - 09.2024
  • Responsible for handling basic inquires and troubleshooting simple issues such as hardware, software or network problems
  • Manage users account, creating accounts, 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 inquires 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 websites
  • 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 -

Colegio San Judas Tadeo
Santo Domingo, DR
06.2010

Skills

  • Computer Management
  • Ability to work under pressure
  • Exceptional communication skills
  • Quick learner
  • Ticketing System
  • Critical Thinking
  • Problem-solving skills
  • Adaptability
  • Word Processing
  • Strong Work Ethic

Languages

English
Fluent
Spanish
Fluent

Timeline

Contact Center Agent

Velera
05.2025 - Current

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 -

Colegio San Judas Tadeo

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