Efrain Palacio
Tallahassee,FL
Summary
Dynamic and results-driven professional with extensive experience, excelling in customer service and technical support. Proven ability to enhance client satisfaction through effective needs assessment and conflict resolution. Skilled in CRM software and data entry, consistently delivering high-quality outcomes in fast-paced environments.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Customer Outreach Representative
American Health Marketplace
Remote, FL
04.2025 - 02.2026
- Provided customer service assistance through calls, texts, and emails, TLD, and Genesys.
- Maintained detailed records of all customer interactions for future reference.
- Performed data entry tasks related to customer accounts and contact information.
- Conducted outbound calls to existing customers to ensure consents within AHM communications.
- Engaged, as well as followed up with team leads and coworkers during my shift via Slack.
- Made close to 150-200 outbound calls per shift.
- Handled over 100 inbound calls regarding customer support questions.
Customer Service Representative (Seasonal)
Minted
Remote, FL
09.2025 - 01.2026
- Resolved customer complaints through effective communication and problem-solving.
- Processed returns and exchanges following company policies and procedures.
- Maintained knowledge of current promotions and product offerings for customer support.
- Collaborated with team members to improve service efficiency and customer satisfaction.
- Documented customer interactions accurately in the company's CRM system.
- Answered customer inquiries and provided accurate information regarding products and services.
- Collaborated with team members to resolve discrepancies in inventory records.
- Coordinated tracking of inventory across multiple locations using industry-standard software.
- Handled both customer chats and calls simultaneously.
Inbound Onboarding Specialist
American Health Marketplace
Remote, FL
11.2024 - 03.2025
- Assisted clients with downloading the AHM mobile app.
- Troubleshot difficulties with navigating smartphones, locating the download link in emails, as well as with any information not displaying or displaying incorrectly in the mobile app.
- Collaborated with departments to streamline onboarding procedures and documentation.
- Assisted clients with setting up and logging into the app.
- Walked clients through the features and explained the benefits of use.
- Assisted with further questions, and made transfers as needed.
Quality Assurance Specialist
The Outreach Team
Remote, FL
05.2024 - 11.2024
- Reviewed data to ensure the legitimacy of voters.
- Stayed vigilant for patterns or indications of fraud, and incomplete applications.
- Wrote daily and weekly reports that aided in companies' understanding of the positive performances, as well as troubled areas among their staff and data.
- Collaborated with cross-functional teams to enhance program effectiveness.
- Monitored compliance with regulatory standards and internal policies.
- Assisted in creating detailed reports on quality findings and recommendations.
Pal App Support IT agent
Papa, Inc.
Miami, USA
10.2022 - 01.2024
- Provided IT support for the Pal App, which allows pals to attend visits, track prior visits, and keep track of their pay.
- Provided reporting of analytics of the Pal App, such as the issues pals have with the app.
- Reported and ensured that Product and Design have accurate data regarding the issues Pals are having with the app, so they may quickly correct them.
Inbound Enrollment Specialist
Papa, Inc.
Miami, FL
04.2022 - 09.2022
- Received a high volume of inbound calls.
- Listened and engaged with customers while performing a needs assessment.
- Recommended products that fit the needs of clients.
- Multi-tasked and operated several applications throughout the shift.
- Handled and resolved customer issues and complaints.
Senior Logistics Manager
Dynamic Auto Movers
Miami, FL
02.2014 - 06.2021
- Organized transportation activities, including storage of vehicle, managing information accrued from point of origin to delivery, orchestrating transportation movements, and arranging for services as necessary.
- Coordinated and tracked movement of vehicles through logistic pathways.
Education
A.A. degree - Associate in Arts
Miami Dade College
Miami, FL04.2006
Skills
- Sales
- Interpersonal
- Courteous customer service
- Team player
- Leadership
- Call management
- Needs assessment
- Quality assurance
- Technical support
- CRM software
- Customer service
- Data entry
- Time management
- Problem solving
- Attention to detail
- Calm under pressure
- Conflict resolution
- Remote office availability
- Reliability
- Complaint resolution
Languages
- English
- Spanish
Languages
English
Native/ Bilingual
Spanish
Native/ Bilingual
Certification
- Life and Health Insurance License- Active as of May 2025
References
References available upon request.
Timeline
Customer Service Representative (Seasonal)
Minted
09.2025 - 01.2026
Customer Outreach Representative
American Health Marketplace
04.2025 - 02.2026
Inbound Onboarding Specialist
American Health Marketplace
11.2024 - 03.2025
Quality Assurance Specialist
The Outreach Team
05.2024 - 11.2024
Pal App Support IT agent
Papa, Inc.
10.2022 - 01.2024
Inbound Enrollment Specialist
Papa, Inc.
04.2022 - 09.2022
Senior Logistics Manager
Dynamic Auto Movers
02.2014 - 06.2021
A.A. degree - Associate in Arts
Miami Dade College