Isaura Lahoz
Charlotte,NC
Summary
Bilingual customer support professional with experience in high-volume call centers, claims inquiry resolution, and administrative operations. Skilled in client satisfaction, issue escalation, fraud detection, and CRM navigation. Seeking a remote role with long-term growth opportunities.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Customer Support Specialist
PNC Bank
05.2021 - 08.2025
- Maintained account security through fraud detection protocols and customer education
- Manage high-volume customer inquiries related to financial products and account access
- Resolve account and billing issues, ensuring customer satisfaction and adherence to policy
- Delivered consistent support using the CARES method while promoting customer satisfaction
Client Support Associate
Amazon Fulfillment Center
10.2019 - 09.2020
- Identified and corrected errors in outgoing orders to meet critical delivery timelines
- Collaborated across teams to ensure issue resolution and accurate service delivery
- Maintained account security through fraud detection protocols and customer education
- Handled customer inquiries via phone and digital platforms, resolving billing and service concerns
Program Support Assistant
Department of Education
10.2014 - 07.2017
- Coordinated daily service operations while ensuring compliance with safety and procedural standards
- Maintained detailed records and logs to support accurate reporting, compliance tracking, and data audits
- Responded to inquiries from students and staff, delivering timely and courteous support in high-traffic settings
- Assisted with inventory checks, monitored resource usage, and communicated effectively with internal stakeholders
Education
High School Diploma -
Park West High School
New York, NYSkills
- Familiar with the CARES framework for client interactions
- Skilled in data entry, record updates, and follow-up task tracking
- Bilingual Fluent in English/Spanish with the ability to translate
- Experienced in high-volume call environments, customer issue resolution, and account management
- Customer service
- Fraud detection
- High-volume call environments
- Customer account management
- Microsoft Applications
- HIPPA compliance awareness
- ICD-10 Proficiency
- CPT Coding knowledge
- Medical record review
- CMS-1500, BCBS, TRICARE, KAREO
Certification
AACP-Certified Professional Coding Curriculum
Languages
Spanish
Native or Bilingual
Timeline
Customer Support Specialist
PNC Bank
05.2021 - 08.2025
Client Support Associate
Amazon Fulfillment Center
10.2019 - 09.2020
Program Support Assistant
Department of Education
10.2014 - 07.2017
High School Diploma -
Park West High School