Summary
Overview
Work History
Education
Skills
Timeline
Generic

Joelizza Buentello

Brownsville,Texas

Summary

Bilingual Customer Support and Operations Professional with 8 years of experience in healthcare and insurance call centers. Specializes in technical support, billing resolution, and escalation management. Proficient in Salesforce, Zendesk, and EMR systems, demonstrating strong team leadership and cross-functional communication in fast-paced environments.

Overview

9
9
years of professional experience

Work History

Phone Support/Payments Team Representative

Remedy Meds
07.2025 - Current
  • Support patients through inbound phone calls regarding medication orders, shipments, payment processing, and refill inquiries
  • Contact patients via phone, email, and text regarding upcoming refill payments and past-due balances
  • Explain billing charges and provide detailed payment breakdowns when needed
  • Apply billing credits and assist with account-related payment resolutions
  • Consistently close high ticket volumes, averaging up to 100 tickets daily on the payments team
  • Manage high call volumes in a fast-paced healthcare support environment
  • Collaborate with multiple departments including billing, appointments, CNA teams, and phone support to resolve patient concerns efficiently

Technical Support Representative for Mailchimp

TaskUs
08.2023 - 02.2025
  • Guided customers in creating, designing, and troubleshooting email campaigns and templates to ensure successful execution
  • Educate users on subscription plans, platform tools, and additional service features
  • Resolved website and software-related issues while guiding users through technical resolutions, enhancing user experience
  • Review and assist with Microsoft Excel CSV imports for contact management and campaign setup
  • Coordinate transfers to specialized departments including billing, compliance, SMS support, and account recovery
  • De-escalate customer concerns professionally while maintaining high-quality customer experiences
  • Manage high-volume customer interactions in a fast-paced technical support environment
  • Resolved technical issues through live chat, email, and phone support while maintaining clear customer communication.
  • Troubleshot account, login, and software problems using internal knowledge bases and ticketing systems.

Service Advocate II

Farmers Insurance
04.2022 - 02.2023
  • Assisted insurance agents with policy sales and navigation, enhancing overall sales support
  • Guided agents through troubleshooting and navigation within Guidewire software
  • Resolved software and website-related issues impacting policy processing
  • Coordinated transfers to departments, streamlining issue resolution process
  • Supported billing inquiries and provided policy assistance for Home, Auto, and California Earthquake coverage, improving customer satisfaction
  • Clarified policy guidelines and provided procedural support.
  • Maintained professionalism while de-escalating challenging customer interactions in a high-volume call environment

Administrative Coordinator

Austin Ketamine Clinic
07.2021 - 01.2022
  • Coordinated incoming calls, voicemails, and emails for prospective and existing patients to ensure timely responses
  • Facilitated patient communication and appointment coordination, enhancing overall clinic workflow
  • Utilized Kareo EMR software for scheduling, patient management, and basic troubleshooting support
  • Processed appointment payments and maintained accurate billing documentation
  • Resolved patient concerns and supported discharge-related communications to promote patient satisfaction
  • Supported patient care by assisting patients safely to vehicles following treatment appointments

Office Manager

Roots Behavioral Health
07.2019 - 08.2020
  • Oversaw daily office operations while supporting providers, staff performance, and administrative workflows
  • Led employee onboarding, training, scheduling, timekeeping, and performance management responsibilities
  • Managed and troubleshot operational issues for Insync EMR platform, ensuring seamless functionality
  • Managed and troubleshoot operational issues related to the Insync EMR platform
  • Assisted with front desk operations, billing support, and payment processing
  • Handled sensitive patient concerns, complaints, and discharge communications professionally
  • Supported hiring and HR processes through employee coaching and documentation, enhancing team integration
  • Fostered collaborative workplace environment through open communication and effective problem-solving initiatives
  • Developed leadership and team management skills while overseeing office operations and staff support

Job Coach

Logisticare
05.2017 - 02.2019
  • Assisted clients with scheduling and canceling medical transportation reservations
  • Managed high-volume inbound calls, ensuring customer service excellence and satisfaction
  • Trained new hires on reservation procedures and customer interaction techniques to enhance team readiness
  • Resolved escalated customer concerns and supervisor calls in absence of leadership, maintaining service continuity
  • Maintained HIPAA compliance while handling confidential patient information
  • Utilized ADP systems for timekeeping and attendance management

Education

Medical Assistant Certification -

Kaplan College
Brownsville, Texas
01-2015

High School Diploma - undefined

Hanna High School
Brownsville
01-2011

Skills

  • Customer Support & Technical Support
  • Client assistance
  • Medical & Insurance Terminology
  • High-Volume Call & Chat Support
  • CRM systems
  • Office suite
  • Microsoft Office Suite (Word, Excel, PowerPoint)
  • Slack, Microsoft Teams, Google Workspace, Zoho, Textline
  • Conflict resolution
  • Cross-Department Collaboration
  • Call and chat support
  • Multitasking in Fast-Paced Environments

Timeline

Phone Support/Payments Team Representative

Remedy Meds
07.2025 - Current

Technical Support Representative for Mailchimp

TaskUs
08.2023 - 02.2025

Service Advocate II

Farmers Insurance
04.2022 - 02.2023

Administrative Coordinator

Austin Ketamine Clinic
07.2021 - 01.2022

Office Manager

Roots Behavioral Health
07.2019 - 08.2020

Job Coach

Logisticare
05.2017 - 02.2019

High School Diploma - undefined

Hanna High School

Medical Assistant Certification -

Kaplan College

Similar Profiles

  • Douglas WongDouglas Wong

    <p>Hours per week: 40</p> <ul> <li>Duties, Accomplishments and Related Skills:</li> <li>Applied IT knowledge gained from both academic and professional experiences to provide expert technical support and consultation for camera video systems, utilizing various communication channels including phone, email (with or without a ticketing system), and remote access to clients’ systems</li> <li>Delivered in-depth support for a range of industry-standard video management software (VMS), including IVC VMS, ExacqVision, Wisenet, and Axis VMS software, ensuring optimal system performance and end-user satisfaction</li> <li>Engaged with clients in a calm and professional manner to deliver high-level technical support across software, networking, and camera hardware systems</li> <li>Frequently traveled across various states to perform on-site assignments, including troubleshooting camera system issues and providing training to new and existing clients.</li> <li>Collaborated with various law enforcement agencies—primarily Public Safety—and the U.S. military to conduct site visits, deliver customized camera system solutions (including surveillance trailers), and optimize system performance.</li> <li>Leveraged strong teamwork skills to coordinate with the Support Team, Software Developers, and Manufacturing Team in setting up, configuring, and troubleshooting camera video systems</li> <li>Utilized Chinese language skills to effectively communicate with local and international clients and vendors for training and troubleshooting purposes</li> <li>Conducted seasonal system checks on clients' camera video systems, performed necessary optimizations, and maintained detailed records of system status and performance</li> </ul> at INDUSTRIAL VIDEO & CONTROL<p>Hours per week: 40</p> <ul> <li>Duties, Accomplishments and Related Skills:</li> <li>Applied IT knowledge gained from both academic and professional experiences to provide expert technical support and consultation for camera video systems, utilizing various communication channels including phone, email (with or without a ticketing system), and remote access to clients’ systems</li> <li>Delivered in-depth support for a range of industry-standard video management software (VMS), including IVC VMS, ExacqVision, Wisenet, and Axis VMS software, ensuring optimal system performance and end-user satisfaction</li> <li>Engaged with clients in a calm and professional manner to deliver high-level technical support across software, networking, and camera hardware systems</li> <li>Frequently traveled across various states to perform on-site assignments, including troubleshooting camera system issues and providing training to new and existing clients.</li> <li>Collaborated with various law enforcement agencies—primarily Public Safety—and the U.S. military to conduct site visits, deliver customized camera system solutions (including surveillance trailers), and optimize system performance.</li> <li>Leveraged strong teamwork skills to coordinate with the Support Team, Software Developers, and Manufacturing Team in setting up, configuring, and troubleshooting camera video systems</li> <li>Utilized Chinese language skills to effectively communicate with local and international clients and vendors for training and troubleshooting purposes</li> <li>Conducted seasonal system checks on clients' camera video systems, performed necessary optimizations, and maintained detailed records of system status and performance</li> </ul> at INDUSTRIAL VIDEO & CONTROL

  • David GradyDavid Grady

    <ul><li>Installs and configures desktop & notebook computers (PCs and MAC’s) and printers for all Virco Personnel.</li><li>Configures software such as normal desktop applications to CAD software and applications to interact with equipment on the plant floor.</li><li>Provides support to the Bar Code, Wireless, PBX, Cellular & PDA phone applications and equipment.</li><li>Maintains accurate software and hardware inventory.</li><li>Maintains, repairs, and upgrades existing PC MAC hardware and software.</li><li>Assist computer end-users in solving hardware and software problems.</li><li>Operates hardware and software as required to perform data processing tasks.</li><li>Provides SAP Weekly and Daily reports.</li><li>Provides internal customer service.</li><li>Provides Help Desk support, Cellular & PDA phone support, PBX phone system support, and SAP and Windows backup support.</li><li>Performs other duties as assigned.</li></ul> at Virco Manufacturing<ul><li>Installs and configures desktop & notebook computers (PCs and MAC’s) and printers for all Virco Personnel.</li><li>Configures software such as normal desktop applications to CAD software and applications to interact with equipment on the plant floor.</li><li>Provides support to the Bar Code, Wireless, PBX, Cellular & PDA phone applications and equipment.</li><li>Maintains accurate software and hardware inventory.</li><li>Maintains, repairs, and upgrades existing PC MAC hardware and software.</li><li>Assist computer end-users in solving hardware and software problems.</li><li>Operates hardware and software as required to perform data processing tasks.</li><li>Provides SAP Weekly and Daily reports.</li><li>Provides internal customer service.</li><li>Provides Help Desk support, Cellular & PDA phone support, PBX phone system support, and SAP and Windows backup support.</li><li>Performs other duties as assigned.</li></ul> at Virco Manufacturing

  • Brandi KiserBrandi Kiser

    Phone and Chat Support Representative at HudlPhone and Chat Support Representative at Hudl

  • Yazmyne MoyeYazmyne Moye

    Technical Support Representative-phone&Chat at FoundeverTechnical Support Representative-phone&Chat at Foundever

CREATE PROFILE
Joelizza Buentello