JOSE BAUTISTA
Bronx,NY
Summary
Technical support specialist with extensive experience in providing tier 1 support and customer service in fast-paced settings. Expertise in troubleshooting, issue resolution, and managing escalations while adhering to industry standards. Proven track record of enhancing user experience, streamlining processes, and achieving high customer satisfaction rates.
Overview
5
5
years of professional experience
Work History
Customer Service Representative
Scotiabank
Dominican Republic
03.2024 - 12.2025
- Provided high-quality support for digital banking clients, resulting in improved satisfaction and retention rates. Ensured compliance while resolving online banking and account transaction issues. Enhanced user experience by troubleshooting mobile app access and system issues. Maintained strict adherence to compliance when handling sensitive customer information. Efficiently managed a high volume of inquiries, ensuring professionalism and accuracy.
- 'Managed approximately 30 incoming calls, emails and faxes per day from customers.'
Health Insurance Advocate
concentrix
Dominican Republic
10.2022 - 09.2023
- Addressed claims billing issues and inquiries for health insurance members effectively. Analyzed complex cases, leading to improved resolution times and customer satisfaction rates. Ensured strict adherence to healthcare regulations and internal policies. Increased decision-making and engagement by educating members on benefits and coverage. Maintained accurate documentation of interactions in CRM systems for seamless tracking.
- Directed claims negotiations within allowable limit of $100. and supported successful litigations for advanced issues.
Technical Support
UX Centers
Dominican Republic
09.2020 - 04.2022
- Provided tier 1 technical support by troubleshooting software and account access problems. Enhanced first-call resolution rates through effective user guidance on issue resolution. Facilitated password resets and account recovery while assisting with system navigation. Directed complex technical issues to higher-level support teams when necessary. Captured recurring issues to improve user experience and inform solution development.
Education
Associate of Science - INFORMATION TECHNOLOGY
ATLANTIS UNIVERSITY
Miami, FL05-2026
Some College (No Degree) - English Language
DOMINICO AMERICANO
Dominican Republic12-2018
Skills
- Tier 1 IT Support
- Customer Support / Customer Service
- Incident Management (Ticketing Systems: Zendesk, ServiceNow, etc)
- Account Management & Access Control
- SLA Management & Escalation Handling
- Digital Banking Support
- Claims Processing & Billing Support
- Risk & Compliance
- System Navigation & End-User Support
- Multitasking in High-Volume Environments
- Problem resolution
Languages
Spanish, Native
English, Native
Timeline
Customer Service Representative
Scotiabank
03.2024 - 12.2025
Health Insurance Advocate
concentrix
10.2022 - 09.2023
Technical Support
UX Centers
09.2020 - 04.2022
Associate of Science - INFORMATION TECHNOLOGY
ATLANTIS UNIVERSITY
Some College (No Degree) - English Language
DOMINICO AMERICANO