RACHEL MORALEZ
Lake Worth,FL
Summary
Dedicated Customer Service Professional with 7+ years of experience supporting diverse clients in healthcare, insurance, and technology. Skilled in resolving complex issues ranging from Medicare claims and medication denials to billing and technical troubleshooting. Known for empathetic communication, conflict resolution, and consistently exceeding performance metrics in high-volume call center environments.
Overview
10
10
years of professional experience
Work History
Medicare Senior Customer Service Agent
HCSC
01.2022 - Current
- Handle high-volume inbound calls from Medicare members, providing accurate information and support.
- Resolve complex issues including claim disputes, medication denials, and benefit inquiries with empathy and professionalism.
- Collaborate with internal departments to escalate and resolve urgent cases efficiently.
- Ensure compliance with Medicare guidelines while maintaining excellent customer satisfaction scores.
- Remote
- Maintained a 95% or better for QA
- Maintain a 90% for post call surveys
Field Inspector
Insurance Risk Services
04.2016 - 01.2025
- Conducted residential and commercial property inspections for underwriting and risk assessments.
- Documented property types, damages, and structural conditions while maintaining compliance with client requirements.
- Utilized inspection software to upload detailed reports and images in real time.
- Drafted detailed reports on findings of inspections.
- Completed thorough written descriptions and took photographs to document conditions.
Customer Service Representative (Independent Contractor)
Arise Virtual Solutions
02.2017 - 12.2021
- Provided customer support for clients including Disney, Airbnb, and Comcast.
- Consistently achieved 90%+ in performance metrics including first-call resolution and customer satisfaction.
- Handled escalations, resolved account issues, and ensured seamless service delivery.
- Remote
Technical Support Agent – Level 2
Support.com (Xfinity Contract)
10.2015 - 02.2017
- Troubleshot and resolved advanced technical issues for internet, wireless, and TV services.
- Scheduled on-site technician visits when remote solutions were insufficient.
- Met strict KPIs in quality assurance, adherence, and customer satisfaction.
- Remote
Education
Medical Coding and Billing Certification -
MedVance Institute
Boynton Beach, FL01.2002
High School Diploma - undefined
John I. Leonard High School
Greenacres, FL01.2001
Skills
- Customer service expertise
- Healthcare/Insurance Expertise: Medicare member services, claims resolution, medication denials
- Technical Tools: Salesforce, Microsoft Word, Excel, Outlook, QuickBooks, CSP, QXT Oneview
- Performance Metrics: First-call resolution, customer satisfaction, compliance adherence
- Professional Strengths: Active listening, problem-solving, clear communication, time management
Timeline
Medicare Senior Customer Service Agent
HCSC
01.2022 - Current
Customer Service Representative (Independent Contractor)
Arise Virtual Solutions
02.2017 - 12.2021
Field Inspector
Insurance Risk Services
04.2016 - 01.2025
Technical Support Agent – Level 2
Support.com (Xfinity Contract)
10.2015 - 02.2017
High School Diploma - undefined
John I. Leonard High School
Medical Coding and Billing Certification -
MedVance Institute
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