Liliana Santos De Andrade
Orlando,Florida
Summary
Bilingual support specialist with a strong mix of customer service, technical troubleshooting, and case resolution experience. Brings careful research, accurate documentation, and steady follow-through to resolve complex member issues, support disputes, and maintain organized workflows in high-volume environments.
Overview
17
17
years of professional experience
Work History
Bilingual Customer Service Representative
Emovis
Orlando, Florida
12.2025 - Current
- Deliver high-quality support through inbound calls and chats with professionalism and empathy.
- Assist customers with new accounts, payment processing, and account maintenance.
- Achieved key performance indicators by consistently meeting quality standards and efficiency goals. in QA, call efficiency, and productivity.
- Collaborated with supervisors to enhance workflow efficiency and customer satisfaction.
- Troubleshoot website and mobile app issues with step-by-step guidance.
- Researched and documented findings to assist Disputes Department in issue resolution.
Bilingual Customer Service Representative
Edenred
Orlando, Florida
06.2024 - 08.2025
- Acted as the primary contact for participant and administrator inquiries via phone and email.
- Resolved issues related to commuter benefits, card activation, balances, and program usage.
- Achieved service level expectations for response time, resolution, and quality, ensuring customer satisfaction.
- Documented interactions in CRM systems to maintain accurate customer records.
- Assisted customers via chat to resolve inquiries promptly. and followed up on tickets.
- Provided technical guidance for account navigation and troubleshooting, empowering customers to resolve issues independently.
- De-escalated customer concerns professionally and effectively.
Bilingual Grievance Analyst (Caseworker)
CVS Health / Caremark
Orlando, Florida
09.2023 - 05.2024
- Investigated and resolved Medicare Part D grievances through thorough benefit and coverage analysis.
- Coordinated with internal teams to gather necessary documentation and expedite case closure.
- Prepared and delivered clear written and verbal resolution summaries to stakeholders.
Bilingual Customer Service Representative
CVS Health / Aetna Medicare
Orlando, Florida
09.2021 - 09.2023
- Delivered bilingual support through phone, chat, and written channels to enhance member experience.
- Guided members through claims, benefits, accumulators, and plan usage inquiries to ensure understanding.
- Utilized internal systems to research and resolve member issues, ensuring accurate and timely solutions.
Bilingual Merchandiser / Guest Services
Walt Disney World
Orlando, Florida
09.2018 - 09.2021
- Provided guest service in line with Disney's service excellence standards to elevate guest experiences.
- Arranged Disney merchandise displays across resort retail locations.
- Ensured product availability and optimized store presentation to enhance sales performance.
- Replenished shelves with seasonal products and park souvenirs.
- Monitored inventory levels using store ordering systems.
Administrative Controller
Centro Mdico Docente La Trinidad
Caracas
02.2010 - 01.2015
- Controlled administrative budgets for medical and academic departments.
- Coordinated accounting reports with finance teams and clinic leadership.
- Reviewed invoices, payments, and vendor records for Centro Médico Docente La Trinidad.
- Coordinated scheduling, billing, medical record requests, and patient flow to enhance operational efficiency.
- Streamlined medical report request workflow to achieve faster turnaround times.
Education
High School Diploma -
Nuestra Seora Del Rosario
Caracas, Venezuela05-2021
Bachelor - Law
Universidad Santa María
Caracas, Venezuela06-2011
Skills
- Customer Service, Ticketing Systems, Team Collaboration, Problem Solving, Documentation, Technical Troubleshooting, Medical/healthcare systems, Customer Relationship Management (CRM), Microsoft Office / Office 365, Web-based applications, Data entry & date review, Email & chat platforms, Account Maintenance, Payment processing, Case management, Claims & benefits systems, Research & information gathering, Analytical thinking, Attention to detail
- CRM systems
- Dispute resolution
- Chat support
- Call handling
Personal Information
Title: Field Support Specialist
Timeline
Bilingual Customer Service Representative
Emovis
12.2025 - Current
Bilingual Customer Service Representative
Edenred
06.2024 - 08.2025
Bilingual Grievance Analyst (Caseworker)
CVS Health / Caremark
09.2023 - 05.2024
Bilingual Customer Service Representative
CVS Health / Aetna Medicare
09.2021 - 09.2023
Bilingual Merchandiser / Guest Services
Walt Disney World
09.2018 - 09.2021
Administrative Controller
Centro Mdico Docente La Trinidad
02.2010 - 01.2015
High School Diploma -
Nuestra Seora Del Rosario
Bachelor - Law
Universidad Santa María