JESUS DUQUE LUNA
Ruskin,FL
Summary
Bilingual (English/Spanish) professional with hands-on experience in healthcare coordination, tech retail sales, and career advising. I combine empathy and clear communication to anticipate needs and resolve issues efficiently. Skilled at managing complex schedules, mastering software tools (Microsoft Office Suite, CRM platforms), and breaking down technical information into client-friendly terms. A collaborative team player and fast learner, I’m driven to help colleagues hit targets and ensure every client feels genuinely supported.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Remote Bilingual Call Center Representative
Wells Fargo & Company
10.2025 - Current
- Develop understanding of bank products and services to connect to customers' needs
- Receive direction from managers and exercise judgement within defined policies and procedures
- Assist customers with basic requests related to opening new accounts, completing service requests, disputes and submitting credit applications.
- Participate in delivery of exceptional customer experience by building relationships through proactive outreach as well as proposing appropriate products, services, and digital solutions to help customers succeed financially.
Career Advisor
Ultimate Medical Academy
09.2024 - 05.2025
- Influences and empowers students and graduates to find employment in their field of study and begin their healthcare careers.
- Manages a population of graduates and assist them in job placement in the Allied Healthcare field.
- Works with students and graduates to give them guidance on interview techniques, workplace expectations, resume best practices and more.
- Develops and implements plans to achieve student and graduate employment goals.
- Contacts hiring managers to create new job opportunities, interviews, hires, and placements.
- Sources employment opportunities through our proprietary lead management tool with over a million leads, cold calling, email, fax and social media contact with decision makers and hiring managers.
- Demonstrates knowledge of, and carefully follows all applicable federal and state compliance requirements and regulations including those prescribed by the Department of Education, accrediting agencies, CIE, and internal UMA policies and procedures.
Customer Retention Specialist
American Income Life
01.2024 - 08.2024
- Handle inbound and outbound telephone calls with customers who are calling to cancel their insurance coverage and/or place calls to current policyholders regarding coverage, premium due, as well as other policy information.
- Coordinated testing and validation, ensuring compliance with industry standards.
- Answer questions about policy benefits and premiums and accurately document the information on the appropriate database.
- Representatives play a key role in ensuring that customers who call in with the intention of canceling are provided assistance in understanding the importance of keeping their coverage, as well as providing policy maintenance.
Patient Services Coordinator
CORA Physical Therapy
06.2020 - 05.2021
- Warmly greet and build rapport with patients through in-person and phone interactions.
- Answer incoming calls promptly and politely; screen calls and take/relay messages as necessary.
- Verify patient insurance for outpatient therapy benefits (applicable locations only).
- Manage incoming physician referrals and prescriptions.
- Provide communication on first visit expectations to all new patients.
- Advise patients of their financial responsibility (i.e., deductible, co-pay, or co-insurance responsibility per visit).
- Scan patient insurance cards, ID cards, and all other pertinent paperwork to patient files.
- Collect co-pay/deductible payments and provide a receipt with each transaction.
- Balance daily collection of cash/checks/credit cards at the end of each day; Submit daily charges to Clinic Manager.
- Maintain a tidy and welcoming appearance of waiting room, office space, and therapy gym; sanitize therapy office/gym per CDC guidelines.
Bilingual Retail Sales Consultant
AT&T
03.2018 - 05.2020
- Delivered personalized service in both English and Spanish, helping customers choose wireless plans, devices, and home services.
- Applied consultative sales techniques to exceed monthly targets and earn performance-based commissions.
- Handled in-store and online orders, phone follow-ups, and community event engagements to drive customer retention.
- Resolved customer concerns with professionalism and empathy, ensuring a positive overall experience.
- Adapted quickly to new technologies, promotions, and store procedures in a fast-paced retail environment.
Education
Bachelor of Science - Recording Arts
Full Sail University
Winter Park, FL12-2023
Skills
- Customer Service & Account Support (Banking / Financial Services)
- CRM Management & Data Accuracy
- Conflict Resolution & De-escalation
- Customer Retention & Relationship Building
- Bilingual Communication (English / Spanish)
- Compliance & Policy Adherence
- Call Handling (Inbound & Outbound)
- Problem Solving & Critical Thinking
- Microsoft Office Suite (Word, Excel, Outlook)
- Documentation & Case Notes
- Time Management & Multitasking
- Team Collaboration & Cross-Functional Communication
- Adaptability & Learning Agility
Certification
Business Specialist - General Business, Registered Behavior Technician (40-Hour Training).
ADDITIONAL INFORMATION
Languages: English & Spanish.
Timeline
Remote Bilingual Call Center Representative
Wells Fargo & Company
10.2025 - Current
Career Advisor
Ultimate Medical Academy
09.2024 - 05.2025
Customer Retention Specialist
American Income Life
01.2024 - 08.2024
Patient Services Coordinator
CORA Physical Therapy
06.2020 - 05.2021
Bilingual Retail Sales Consultant
AT&T
03.2018 - 05.2020
Bachelor of Science - Recording Arts
Full Sail University