Summary
Overview
Work History
Education
Skills
Languages
Timeline
Tools And Technology
Selected Achievements
Availability
Tools And Technology
Selected Achievements
Generic

Martin Rubio

Pembroke Pines

Summary

Customer support professional with over 5 years of experience in SaaS, healthcare, and finance sectors. Proven track record in scaling operations for startups, enhancing customer satisfaction, and leveraging technical skills in Excel and CRM systems. Trilingual in English, Spanish, and German, committed to delivering human-centered support that drives business success.

Overview

5
5
years of professional experience

Work History

Customer Service Specialist / Technical Support (Temp Contract)

TurboTax
12.2024 - 05.2025
  • Delivered empathetic, accurate support for tax and account-related inquiries across phone, chat, and email; guided customers through complex flows and fiscal questions.
  • Troubleshot website and application issues; reproduced bugs, created clear escalation tickets, and coordinated with engineering to drive fixes.
  • Wrote and updated internal knowledge base articles to shorten resolution times and reduce repeat tickets.
  • Recognized by leadership for calm, clear communication and technical problem-solving under pressure.

Program Coordinator

Cencora
09.2024 - 12.2024
  • Managed enrollment workflows and confidential patient data to ensure medication and treatment fulfillment.
  • Performed high-volume data entry and reconciliation in iCare Connect and Excel; identified discrepancies and coordinated corrective action.
  • Built process checklists and collaborated with clinical and operations teams to streamline handoffs and reduce errors.

Customer Service Representative (Temp)

NationsBenefits
Miramar
12.2023 - 01.2024
  • Handled inbound and outbound benefit inquiries and follow-ups; documented feedback to improve service touchpoints.
  • Identified upsell opportunities aligned with customer needs, while maintaining trust and compliance.
  • Managed customer data within CRM system to maintain accuracy and accessibility.
  • Resolved client inquiries regarding benefits eligibility and claims submissions.

Customer Service Representative

Gallagher Home Health Services LLC
Birmingham
10.2023 - 12.2023
  • Executed Q4 enrollments and supported users with website navigation and online services.
  • Escalated complex issues to internal teams and assisted families in selecting best-fit care options.
  • Invited to company HQ for performance and bilingual support contributions.

Co-Manager / Customer Success

Video40
Pembroke Pines
05.2020 - 08.2023
  • Company Overview: Startup.
  • Helped a small startup (Video40) scale customer support and onboarding operations during growth phases; established core support workflows, and playbooks.
  • Managed customer inquiries and escalations, led new-hire training, and standardized response templates to ensure consistent, high-quality service.
  • Coordinated cross-departmental efforts (ops, product, and marketing) to resolve customer issues and improve product usability.

Education

High School Diploma -

Hollywood Hills Highschool
Fort Lauderdale, FL
06-2022

Skills

  • Customer support
  • Medical data management
  • Escalation management
  • Technical support
  • Troubleshooting and diagnostics
  • SaaS support
  • Program coordination
  • Data entry and data integrity
  • Ticketing systems (Zendesk)
  • CRM (Salesforce)
  • Microsoft Excel (advanced: pivot tables, VLOOKUP, reporting)
  • Microsoft Office Suite
  • Google Workspace
  • Slack
  • ICare Connect
  • Billing and payments
  • HIPAA, patient data handling
  • Remote collaboration
  • Bilingual customer communication (Spanish, English)
  • German (conversational)
  • Customer relationship management (CRM)

Languages

English
Native/ Bilingual
Spanish
Native/ Bilingual
German
Limited

Timeline

Customer Service Specialist / Technical Support (Temp Contract)

TurboTax
12.2024 - 05.2025

Program Coordinator

Cencora
09.2024 - 12.2024

Customer Service Representative (Temp)

NationsBenefits
12.2023 - 01.2024

Customer Service Representative

Gallagher Home Health Services LLC
10.2023 - 12.2023

Co-Manager / Customer Success

Video40
05.2020 - 08.2023

High School Diploma -

Hollywood Hills Highschool

Tools And Technology

  • Zendesk
  • Salesforce (basic familiarity)
  • Notion
  • Slack
  • Microsoft Excel (Advanced)
  • Google Workspace
  • ICare Connect
  • Windows & macOS troubleshooting
  • Basic networking concepts

Selected Achievements

  • Built Excel dashboards and reports to monitor ticket volume, SLA compliance, and recurring issues — used by leadership to prioritize fixes and staffing.
  • Created onboarding checklists and Notion runbooks that reduced new-hire ramp time and improved response consistency.
  • Served as escalation lead for high-touch B2B clients, preserving relationships and maintaining continuity during critical incidents.

Availability

EST based, but very flexible.

Tools And Technology

  • Zendesk
  • Salesforce (basic familiarity)
  • Notion
  • Slack
  • Microsoft Excel (Advanced)
  • Google Workspace
  • ICare Connect
  • Windows & macOS troubleshooting
  • Basic networking concepts

Selected Achievements

  • Built Excel dashboards and reports to monitor ticket volume, SLA compliance, and recurring issues — used by leadership to prioritize fixes and staffing.
  • Created onboarding checklists and Notion runbooks that reduced new-hire ramp time and improved response consistency.
  • Served as escalation lead for high-touch B2B clients, preserving relationships and maintaining continuity during critical incidents.

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