Michelle Romero Pavon
Okeechobee,FL
Summary
Dynamic customer service representative skilled in complex problem-solving and active listening. Strong track record in supporting clients with reservation processes and healthcare advocacy, leveraging bilingual abilities to foster effective communication and improve customer interactions.
Overview
2
2
Languages
13
13
years of professional experience
Work History
ADA transit Reservationist
TTEC/ NJ Transit
Okeechobee, Florida
06.2026 - Current
- Processed reservation requests using booking software and confirmed details accurately.
- Facilitated reservation changes and cancellations, ensuring customer satisfaction and efficient processing.
- Provided travelers with detailed route information for their journeys., schedule, and fare information with travelers.
- Collaborated with team members to streamline reservation operations, maintaining high service standards.
Bilingual Healthcare Advocate
UnitedHealthCare Insurance
04.2023 - Current
- Currently working since April 2023 as Bilingual Healthcare Advocate at UnitedHealthCare Insurance (Work at Home Program with TTEC)
- Advocated for patients' healthcare needs with insurance providers and medical staff.
- Coordinated benefits explanation sessions for patients and their families.
- Assisted clients in navigating complex healthcare systems and insurance processes.
Front Desk Associate
Health and Wellness Chiropractic Center
12.2022 - 04.2023
Outreach Supervisor
American Care Medical Center
01.2022 - 10.2022
Insurance Specialist
Serve5ive Nicaragua
Managua, Nicaragua
08.2017 - 07.2018
- Provided claim assistance by answering questions from insured, claimants, medical providers, attorneys, police agents, and body shop workers, ensuring clarity on claim status and payment requests.
- Acted as first notice of loss agent, guiding callers in completing claim forms for accurate submissions.
- Customer Service agent providing policy information, coverage information, processing payments and billing explanations.
- Assisted insurance agents with policy management by adding vehicles, drivers, and coverage to enhance policy accuracy.
Customer Service Representative
U.S. Cellular. Convergys
Managua, Nicaragua
11.2014 - 12.2016
Customer Service Representative
Time Warner Cable Accedo Technologies
Ticuantepe
02.2014 - 04.2014
Customer Service Representative
Khol's.com Accedo Technologies
Ticuantepe-Managua
10.2013 - 02.2014
Education
Digital Marketing course -
IAB Spain and Google
07-2017
Excel 10 course -
Alison.com
05-2017
Some College (No Degree) - Medical Front desk Assistant, Billing and Coding
Florida Career College
West Palm Beach, FLSkills
- Customer service experience (more than 3 years) Trained by Ttec and Optum Rx PCS for 3 weeks in order to transfer to Pharmacy Advocate May 2026
- Bilingual (English and Spanish)
- Computer Skills
- Critical Thinking
- Complex Problem Solving
- Persuasive
- Active Listening
- Judgment and decision making
- Quick learner
- Booking software
- Customer support
Languages
English
Professional
Spanish
Professional
Timeline
ADA transit Reservationist
TTEC/ NJ Transit
06.2026 - Current
Bilingual Healthcare Advocate
UnitedHealthCare Insurance
04.2023 - Current
Front Desk Associate
Health and Wellness Chiropractic Center
12.2022 - 04.2023
Outreach Supervisor
American Care Medical Center
01.2022 - 10.2022
Insurance Specialist
Serve5ive Nicaragua
08.2017 - 07.2018
Customer Service Representative
U.S. Cellular. Convergys
11.2014 - 12.2016
Customer Service Representative
Time Warner Cable Accedo Technologies
02.2014 - 04.2014
Customer Service Representative
Khol's.com Accedo Technologies
10.2013 - 02.2014
Digital Marketing course -
IAB Spain and Google
Excel 10 course -
Alison.com
Some College (No Degree) - Medical Front desk Assistant, Billing and Coding
Florida Career College