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
2025.05 - 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
2023.11 - 2024.09
- 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
2022.10 - 2023.11
- 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
2021.06 - 2022.09
- 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
2019.12 - 2021.06
- 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
2017.08 - 2019.11
- 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, DR06.2010
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
2025.05 - Current
Helpdesk Technician I
Alcora Group
2023.11 - 2024.09
Customer Service Advocate
United Healthcare Group
2022.10 - 2023.11
Quality Assurance Engineer
Alcora Group
2021.06 - 2022.09
Leader Support Representative
Alcora Group
2019.12 - 2021.06
Customer Service Representative
Visa INC
2017.08 - 2019.11
High School Diploma -
Colegio San Judas Tadeo