Micaela Gonzales
Pflugerville,TX
Summary
Customer service and technical support professional with 3 years of experience in high-volume call centers. Expertise in resolving complex inquiries and documenting cases while providing accurate assistance. Additional administrative experience in healthcare enhances service delivery. Seeking roles in customer service, administrative support, or technical support.
Overview
5
5
years of professional experience
Work History
Insurance Specialist / Customer Service
Sigma Connected
Cape Town, South Africa
02.2024 - 07.2024
- Analyzed client data to assess coverage needs, recommending tailored insurance products.
- Handled live calls, delivering customer service and implementing insurance procedures effectively.
- Completed structured training for both Insurance Specialist and Customer Service roles.
- Adapted to evolving processes in newly launched campaign, ensuring smooth transitions and compliance.
Call Center Customer Service Agent
Walmart
Cape Town, South Africa
07.2022 - 10.2023
- Managed high call volumes, resolving inquiries and addressing customer concerns to enhance overall satisfaction.
- Handled escalations, ensuring seamless transfers and maintaining customer satisfaction.
- Assisted customers with troubleshooting and resolving technical issues.
- Delivered accurate, policy-aligned information using research tools and knowledge bases.
- Built rapport with customers through active listening and empathy.
- Provided product and service information to increase customer awareness.
- Contributed to service process improvements, resulting in enhanced customer experience.
Technical Support Call Center Representative
iiNet
Cape Town, South Africa
04.2022 - 06.2022
- Guided customers through step-by-step technical troubleshooting using scripts and diagnostic tools.
- Resolved hardware and software issues.
- Utilized ticketing systems to document and track support requests efficiently.
- Documented customer issues and resolutions to streamline future support.
- Conducted follow-up calls to ensure customer satisfaction.
- Maintained detailed records of daily support activities.
- Scheduled service maintenance for damaged equipment.
Administrative Volunteer
TileSpace
Cape Town, South Africa
04.2021 - 05.2021
- Supported office operations by maintaining organized records.
- Prepared memos and organized documents.
- Executed various clerical tasks in an office environment. including filing.
Patient Administration Clerk (Intern)
Mowbray Maternity Hospital
Cape Town, South Africa
04.2019 - 03.2020
- Scheduled appointments, admissions, and discharges using Clinicom software.
- Managed patient records and ensured compliance with hospital protocols.
- Updated patient accounts through data entry and scanning of new records.
- Compiled and reviewed medical charts while maintaining confidentiality.
- Maintained organized file systems for efficient retrieval.
- Supported staff with administrative tasks.
- Ensured office equipment was stocked and operational.
Education
Senior Certificate -
Mondale High School
Cape Town, South Africa12.2018
Skills
- Customer Service & Support
- High-Volume Call Handling
- Technical Troubleshooting
- Ticketing & CRM Systems
- Data Entry & Documentation
- Active Listening & Empathy
- Problem Resolution
- Administrative Support
- Records Management
- Multitasking in Fast-Paced Environments
References
Available upon request.
Community Service
Administrative Volunteer
TileSpace - Cape Town, South Africa - 04/01/21 - 05/01/21
Performed clerical tasks including filing, Prepared memos and organized documents, Supported office operations by maintaining organized records.
Timeline
Insurance Specialist / Customer Service
Sigma Connected
02.2024 - 07.2024
Call Center Customer Service Agent
Walmart
07.2022 - 10.2023
Technical Support Call Center Representative
iiNet
04.2022 - 06.2022
Administrative Volunteer
TileSpace
04.2021 - 05.2021
Patient Administration Clerk (Intern)
Mowbray Maternity Hospital
04.2019 - 03.2020
Senior Certificate -
Mondale High School