Micaela Gonzales
Pflugerville,USA
Summary
Adaptable and motivated professional with 3 years of customer service experience and 1 year of healthcare administrative support. Skilled in high-volume call handling, technical troubleshooting, and accurate documentation. Recognized for strong communication, quick learning, and the ability to remain calm and solution-focused under pressure. Seeking opportunities in customer service or administrative support.
Overview
5
5
years of professional experience
Work History
Insurance Specialist / Customer Service Trainee
Sigma Connected
02.2024 - 07.2024
- Completed structured training for both Insurance Specialist and Customer Service roles.
- Handled limited live calls to apply customer service and insurance procedures.
- Adapted quickly to evolving processes within a newly launched campaign.
- Demonstrated strong communication, professionalism, and willingness to learn.
Call Center Customer Service Agent
Walmart – Merchants (SA)
07.2022 - 10.2023
- Managed high call volumes while resolving inquiries, updating accounts, and addressing customer concerns.
- Delivered accurate information using research tools and knowledge bases.
- Built rapport with customers through active listening and empathy.
- Handled escalations professionally, ensuring smooth transfers and customer satisfaction.
- Provided product and service information to increase customer awareness.
- Assisted customers with troubleshooting and resolving technical issues.
- Contributed to improved service processes and customer experience.
Technical Support Call Center Representative
iiNet – Merchants (SA)
04.2022 - 06.2022
- Guided customers through step-by-step technical troubleshooting using scripts and diagnostic tools.
- Resolved hardware and software issues with high first-call resolution rates.
- Documented customer issues and resolutions to streamline future support.
- Scheduled service maintenance for damaged equipment.
- Maintained detailed records of daily support activities.
Patient Administration Clerk (Intern)
Mowbray Maternity Hospital
04.2019 - 03.2020
- Compiled and reviewed medical charts while maintaining confidentiality.
- Scheduled appointments, admissions, and discharges using Clinicom software.
- Updated patient accounts through data entry and scanning of new records.
- Maintained organized file systems for efficient retrieval.
- Supported staff with administrative tasks and met tight deadlines.
- Ensured office equipment was stocked and operational.
Education
Senior Certificate -
Mondale High School
Cape Town, South Africa11.2018
Skills
- Documentation skills
- Customer service
- Data entry
- Records maintenance
- Active listening
- Critical thinking
Timeline
Insurance Specialist / Customer Service Trainee
Sigma Connected
02.2024 - 07.2024
Call Center Customer Service Agent
Walmart – Merchants (SA)
07.2022 - 10.2023
Technical Support Call Center Representative
iiNet – Merchants (SA)
04.2022 - 06.2022
Patient Administration Clerk (Intern)
Mowbray Maternity Hospital
04.2019 - 03.2020
Senior Certificate -
Mondale High School