LUIS MARCHENA MORAGA
San José
Summary
Detail-oriented Operations and Support Professional with four years of experience, including two in healthcare. Skilled in case investigation, documentation, and issue analysis. Experienced in coordinating cross-functional teams to resolve complex cases efficiently. Currently advancing knowledge in medical claims through studies in insurance and billing, facilitating a transition into a Medical Claims role.
Overview
6
6
years of professional experience
Work History
Technical Support Analyst
Kaiser Permanente
08.2024 - Current
- Managed first- and second-level support cases in healthcare environment, gathered and reviewed relevant information, analyzed complex issues, and determined next steps according to established procedures.
- Investigated escalated cases by reviewing available information, identifying root causes, and coordinating with specialized teams to support accurate and timely resolution—skills directly transferable to structured Medical Claims workflows.
- Prioritized a high-volume case workload while following established procedures and service-level expectations, maintaining strong attention to accuracy, completeness, and customer experience.
- Maintained detailed and accurate case documentation, including reported issues, actions taken, findings, and resolutions, supporting complete case histories and effective follow-up.
- Communicated with end users and internal stakeholders to clarify information, provide status updates, and coordinate next steps, facilitating smooth case resolutions.
- Created and maintained knowledge documentation, enhancing consistency and accuracy across the team to support effective information sharing.
- Supported onboarding, coaching, and knowledge transfer while participating in continuous improvement initiatives.
Team Manager
Concentrix (Acadia)
03.2024 - 08.2024
- Led team meetings and communicated operational updates, reinforcing team alignment with procedures and business objectives.
- Reviewed performance trends and coached employees, enhancing accuracy and customer experience while achieving KPIs.
- Developed and implemented performance improvement plans and monitored progress against established expectations.
- Supervised daily operations, attendance, performance, and service quality for a team of associates.
- Handled escalated customer situations, assessed concerns, and facilitated resolutions through professional communication.
Subject Matter Expert
Concentrix (MATRIX)
09.2023 - 03.2024
- Delivered specialized support for complex customer, technical, and operational cases, ensuring thorough analysis and guidance.
- Facilitated escalations by reviewing case information, outlining next steps, and collaborating with team members for resolution.
- Mentored associates on procedures, documentation quality, and effective customer handling.
- Tracked KPI performance and pinpointed opportunities to enhance operational processes and maintain service consistency.
Technical Support Representative
Concentrix (MATRIX)
11.2020 - 09.2023
- Delivered professional, empathetic, and solution-focused customer service in a high-volume environment.
- Managed customer cases via phone, email, and chat, troubleshooting issues and providing clear resolutions to enhance customer satisfaction.
- Documented customer interactions and actions taken to ensure accurate follow-up and continuity of service.
- Coordinated escalations and customer follow-up to facilitate timely resolution of complex issues.
Education
Program Management Professional (PgMP) -
Percipio
07-2026
Six Sigma Yellow Belt -
Udemy
07-2026
Course - Medical Billing And Claims
Udemy
06-2026
Course - Insurance Overview
Udemy
05-2026
High School Diploma -
Colegio Nacional Virtual Marco Tulio Salazar
01-2018
Industrial Engineering -
Universidad Fidélitas
07-2026
Skills
- Incident management
- Technical Troubleshooting
- ServiceNow
- Microsoft 365
- Knowledge documentation
- Data analysis
- Problem Solving
- Operational Efficiency
- Attention to Detail
- Customer Service
- Stakeholder Communication
- Teamwork
Languages
- Spanish, Native
- English, C1 – Professional Working Proficiency
Timeline
Technical Support Analyst
Kaiser Permanente
08.2024 - Current
Team Manager
Concentrix (Acadia)
03.2024 - 08.2024
Subject Matter Expert
Concentrix (MATRIX)
09.2023 - 03.2024
Technical Support Representative
Concentrix (MATRIX)
11.2020 - 09.2023
Program Management Professional (PgMP) -
Percipio
Six Sigma Yellow Belt -
Udemy
Course - Medical Billing And Claims
Udemy
Course - Insurance Overview
Udemy
High School Diploma -
Colegio Nacional Virtual Marco Tulio Salazar
Industrial Engineering -
Universidad Fidélitas