Job Search Status
Open to workDesired start date: Immediately
Work Type
Full TimeContract WorkGig WorkVolunteerLocation Preference
RemoteHybridOpen to relocation: No
Open To Work
LETZEN COLLAZO
TAMPA,FL
Work Preference
Summary
QA Engineer with currently training to catch errors before they bit. Experience in customer support and quality assurance roles. Adept at leading teams and delivering high-quality results in fast-paced environments. Seeking growth opportunities to further develop leadership and technical skills in a competitive industry
Overview
11
11
years of professional experience
1
1
Highschool Diploma
1
1
Medical Office Assistant
Work History
Remote
MAXIMUS Medicare
09.2019 - Current
- Review billing and change billing cycles as needed.
- Send out high call inbound complex inpatient & outpatient claims, review create escalations, and file system reports.
- Follow policies and standard operating procedures, including timesheet completion, privacy rules, and meeting deadlines.
- Assist callers with filling out online applications and submitting them electronically to plan providers.
- Complete basic call logs related to phone inquiries using (Avaya have experience don't use anymore) and Genesis systems with AWS.
- Guided callers through medicare.gov account creation, diagnosed login errors, and recorded troubleshooting outcomes.
- Escalated complex claim disputes to contractor dpt review with clear case summaries and supporting documentation.
Customer Support Associate II
H&R Block
06.2019 - 2019
- Schedule appointments/IRS letter
- Filling, submitting cases, pull up/review income tax records.
- Coordinated with tax professionals and escalations team to clarify client documentation for accurate case resolution,
- Created a checklist for IRS letter Intake that reduced missing-document follow-ups for tax-preparation staff.
- Resolved complex customer billing inquiries via phone and CRM, reducing repeat calls for same issue.
- Investigated disputed charges by reviewing transaction histories and uploaded documents to support refund decisions.
- Answered escalated client calls using CRM and knowledge base to resolve billing disputes within one interaction.
- Documented call outcomes and evidence in case notes to support refund and adjustment decisions.
MCA | Network Marketing
Network Marketing MCA
09.2017 - 12.2018
- Help future clients to get roadside assistance service, Vision, Dental, Health Benefits.
- Collect Payments credit/debit using company website.
- Gather Customer requirements to situate them into the right package benefit.
- Conducted weekly virtual team meetings to align sales goals and share best practices.
- Documented customer preferences and purchase histories to personalize offers and boost retention.
- Built targeted Facebook ads and landing pages that generated qualified leads for distributor recruitment
- Built a referral pipeline by recruiting 60+ prospects through targeted social media outreach.
- Trained new distributors on product knowledge and sales scripts, shortening onboarding time.
Myecone | Network Marketing
Network Marketing Myecon
09.2017 - 2018
- Collect basic knowledge to situate them to the correct credit repair package.
- Create websites.
- Collect Payments credit/debit cards using company website...
- Built lead-generation funnels on Facebook and Instagram, converting cold traffic into inquiries.
- Trained new distributors on product scripts and objection handling during twice-weekly coaching sessions.
- Ran live social seliling events on Instagram that generated direct inquines and scheduled consultations.
- Coached distributors on objection responses and role-played scripts during one-on-one sessions to boost conversions
Fraud Visa Dpt
Convergys Visa Dpt
06.2016 - 05.2017
- Open/Close client case's
- Make miscellaneous notes.
- Trained in Law regulated scripts.
- Collect billing credit/master cards.
- Processed high-volume visa applications using company case management system, flagged missing documents for review.
- Communicated with banks to dispute payment discrepancies and documented resolutions in client records.
- Answered high-volume client inquires via phone, clarified documentation requirements and next steps.
Convergys Catalogue
- Track, document and retrieve shipping info billing of package.
- Clarify customer requirements; probe for understanding.
- Respond to customer inquiries by referring them to T3, secondary sources or more senior staff(T2).
- Gather basic knowledge of client products and/or services and i refer products if necessary.
Specialist/Sales Associate
Cacique Specialist/Sales Associate For Lane Bryant
04.2015 - 05.2016
- Handled money and bank card transactions.
- Maintained cleanliness and store appearance.
- Led team and answered outbound calls for customer orders.
- Managed store opening/closing and verified bank deposits.
- Greeted customers, recommended size and style options, closing sales and exceeding daily targets.
- Monitored sales floor trends and rotated merchandise displays to highlight best-selling seasonal items.
- Conducted fitting-room checks and inspected returned items for damage to reduce resale losses.
- Trained new hires on point-of-sale procedures, loss-prevention policies, and customer service standards
Education
HS Diploma - undefined
Cornerstone Christian School
Medical Office Assistant - undefined
D.W Waters Career Center
Ethics Leadership Training - undefined
West Point College
Skills
- Problem-solving
- Attention to detail
- Multitasking Abilities
- Computer skills
- Active listening
- Organizational skills
- Problem resolution
- Analytical thinking
- Critical thinking capability
- Analytical problem solver
- Experience with JIRA
- Dependability
Attentive to detail
Organize
Prioritize
Work under pressure
Establish relationships
Active listening
Bug Tracking
Performance Testing
Adaptability
Conflict Resolution
Creative Problem Solving
Critical Thinking
Analytical Thinking
Certification
SQL , API Testing, Postman, Jason & XML, Cross Platform Testing
Training
- Tripleten QA Engineer Studying 10/2024 Currently
- Led QA efforts for multiple agile teams, ensuring 100% adherence to sprint timelines and quality standards.
- Utilized JIRA, Postman, and DevTools to identify and document bugs, improving product stability.
- Collaborated with developers and product managers to deliver high-quality releases on schedule.
- Wrote automated API tests in Postman collections to validate endpoints and catch authentication regressions.
LOCATION
- TAMPA FL , REMOTE
- (813) 479-5143 | lcollazo0910@gmail.com
Timeline
Remote
MAXIMUS Medicare
09.2019 - Current
Customer Support Associate II
H&R Block
06.2019 - 2019
Myecone | Network Marketing
Network Marketing Myecon
09.2017 - 2018
MCA | Network Marketing
Network Marketing MCA
09.2017 - 12.2018
Fraud Visa Dpt
Convergys Visa Dpt
06.2016 - 05.2017
Specialist/Sales Associate
Cacique Specialist/Sales Associate For Lane Bryant
04.2015 - 05.2016
HS Diploma - undefined
Cornerstone Christian School
Medical Office Assistant - undefined
D.W Waters Career Center
Ethics Leadership Training - undefined
West Point College
Convergys Catalogue