Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Mendes Joseph

Altamonte Springs,FL

Summary

Experience Bilingual Customer Service Specialist/Chat Support & Email handling Top-Rated Customer Service
Specialist on Upwork. Hard-working professional with a strong work ethic. Expert in interpreter and email Handling/Chat, Skilled Support Agent with background in
support/Phone Support. Fully Bilingual (English, French) + Spanish fluency 7+ years of experience in Customer
Service/Technical Support and Sales support

Overview

5
5
years of professional experience

Work History

Healthcare Bilingual Customer Service Advocate

Liveops
Florida, Remote
11.2020 - 08.2023
  • Scheduled appointments for patients using the electronic health records system. Maintained client confidentiality according to HIPAA regulations at all times. Updated patient files in accordance with company policy and procedure guidelines. Processed paperwork related to medical claims processing including authorizations, referrals, pre-certifications. Managed incoming calls from patients and other healthcare facilities to provide information or schedule services. Assisted in checking patient's insurance eligibility prior to their appointment. Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks. Remained calm and professional in stressful circumstances and effectively diffused tense situations.

Tier 2 Technical Support Specialist

Arise
Florida, FL
05.2018 - 11.2020
  • Provided technical support to customers via phone, email, and chat for Samsung Canada in both languages. Handled escalated calls from Tier 1 Technical Support Specialists. Diagnosed system errors and performed troubleshooting steps. Created detailed reports of customer interactions and resolutions. Performed remote troubleshooting sessions with customers using virtual tools such as Go To Assist, TeamViewer or LogMeIn Analyzed customer inquiries and identified solutions for technical issues. Assisted customers with installation and configuration of software products. Worked as a back office associate Performed data entry tasks, including entering customer and account information into databases. Maintained records of all incoming and outgoing correspondence. Provided support for daily back office activities such as data entry, filing, and other administrative tasks. Verified customer information and eligibility for refunds in accordance with company policies and procedures. Explained refund options, requirements, and timelines to customers. Followed up with customers regarding their refund status when needed.

Education

High School Diploma -

Emmanual Kant
09-1994

Skills

  • Application or software that I have worked on and with: Service Now, Microsoft Azure Admin, SalesForce, Microsoft 365 Admin, SAP, Landscape Admin, Active Directory, RDP/Trumbull, Go To Assist Admin, Epic, Balto Admin and more Computer Diagnostics Orientation and Onboarding Help Desk Support Microsoft Windows and Office SQL Database Data Quality Data Analysis Analytical Problem Solving Data organization FileMaker Pro Self Motivation Analytical Skills Public Speaking Quality Assurance Interpretation Multilingual Event Planning Project Management Case Management Claims Processing Claims Investigation Documentation Review Policy investigations Claims Evaluation Settlement Negotiations

Languages

English
Full Professional
French
Full Professional
Spanish
Full Professional
haitian creole
Native/ Bilingual
french creole
Native/ Bilingual

Timeline

Healthcare Bilingual Customer Service Advocate

Liveops
11.2020 - 08.2023

Tier 2 Technical Support Specialist

Arise
05.2018 - 11.2020

High School Diploma -

Emmanual Kant

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Mendes Joseph