Nigel Gonzales
Houston
Summary
Detail-oriented and compassionate customer service professional with 5+ years of experience in remote, high-volume environments, including healthcare-related support. Proven ability to respond to inquiries, resolve complaints, and troubleshoot technical issues via phone, email, and chat. Experienced in billing support, account management, and benefits eligibility guidance. Strong knowledge of CRM systems, data entry, and maintaining accurate customer records. Committed to delivering efficient, patient-focused service and improving overall customer satisfaction.
Overview
8
8
years of professional experience
2018
2018
years of post-secondary education
Work History
Technical Support Representative
VXI
Houston
05.2025 - 03.2026
- Provided technical support via phone, email, and chat for phones and computer systems
- Troubleshot hardware, software, and connectivity issues to ensure timely resolution
- Handled billing inquiries, account updates, and service-related concerns
- Documented customer interactions and resolutions in CRM/ticketing systems
- Delivered high-quality customer service in a fast-paced, high-volume environment
Technical Support Representative
Asurion
Houston
04.2024 - 05.2025
- Delivered remote technical support for mobile devices via phone and chat
- Resolved billing, device, and software issues using ticketing systems
- Assisted with troubleshooting workflows and improved customer experience processes
- Maintained up-to-date knowledge of products, services, and support procedures
Customer Service Representative (Healthcare Support)
WEX Inc.
09.2023 - 03.2024
- Responded to customer inquiries via phone, email, and chat regarding billing, account updates, and benefits eligibility
- Resolved customer complaints and provided solutions in a professional, empathetic manner
- Processed account changes and maintained accurate customer records in CRM systems
- Educated customers on healthcare benefits, account features, and service offerings
- Maintained current knowledge of policies, services, and compliance requirements
- Managed high call volume while meeting quality assurance and customer satisfaction metrics
Hospitality Service Roles
01.2020 - 01.2023
- Delivered customer-focused service in fast-paced environments
- Strengthened communication, multitasking, and conflict resolution skills
Customer Service Representative (Remote)
Costco Online
Margate
03.2020 - 08.2021
- Assisted customers with order processing, billing issues, and account inquiries
- Managed 80+ inbound calls daily while maintaining professionalism and efficiency
- Accurately documented customer interactions for follow-up and resolution
Legal Assistant
The Hoffman Firm
North Miami Beach
02.2021 - 07.2021
- Managed confidential client records and legal documentation
- Maintained data accuracy and compliance with privacy standards
Customer Service Representative (Remote)
Comcast/Xfinity
Fort Lauderdale
01.2018 - 02.2020
- Handled inbound calls related to billing, technical support, and account management
- Utilized CRM tools to track and resolve customer issues
- Consistently met KPIs, including customer satisfaction and call resolution metrics
Education
High School Diploma -
Cornerstone Christian Correspondence School
Townsend, GASkills
- Healthcare customer service
- Benefits eligibility & coverage support
- Patient support
- Billing inquiries
- Technical troubleshooting
- CRM systems
- Data entry
- Call center operations
- Complaint resolution
- Phone/email/chat support
- HIPAA awareness
- Quality assurance
- Microsoft Office
- Remote work
Timeline
Technical Support Representative
VXI
05.2025 - 03.2026
Technical Support Representative
Asurion
04.2024 - 05.2025
Customer Service Representative (Healthcare Support)
WEX Inc.
09.2023 - 03.2024
Legal Assistant
The Hoffman Firm
02.2021 - 07.2021
Customer Service Representative (Remote)
Costco Online
03.2020 - 08.2021
Hospitality Service Roles
01.2020 - 01.2023
Customer Service Representative (Remote)
Comcast/Xfinity
01.2018 - 02.2020
High School Diploma -
Cornerstone Christian Correspondence School