Raymond Alcoser
U.S. Small Business Administration
Fabens,TX
1
Language
1
Certification
19
years of professional experience
Experienced operations and customer service professional with over 15 years in federal support. CompTIA Tech+, Security+, and Network+ certified, skilled in troubleshooting, secure document systems, and technical communication. Manages sensitive data effectively, resolves issues under pressure, and supports technology-driven environments.
Work History
Case Manager / Paralegal (Contract)
2 Years 6 Months- Reviewed and processed government loan applications using secure databases and systems to ensure accuracy and compliance.
- Resolved documentation and system-related errors by communicating with borrowers via phone/email, enhancing customer satisfaction.
- Troubleshot document upload and platform access issues in collaboration with internal departments to streamline case management.
- Used secure databases and systems to review and process government loan applications.
- Used Microsoft Office Suite and proprietary platforms for case management and reporting.
Customer Service Representative
3 Months- Managed high volume of incoming calls, ensuring prompt and professional service to enhance customer satisfaction.
- Researched and delivered effective solutions to customer inquiries about health insurance coverage, improving resolution rates.
- Communicated empathetically and diplomatically with clear, professional articulation.
- Achieved daily team objectives for quality and customer service. for quality and customer service daily.
Customer Service Representative (IRS/Tricare)
5 Months- Handled high-volume inbound calls for healthcare and IRS-related systems, ensuring accurate information delivery.
- Ensured HIPAA and IRS data privacy compliance while assisting users with system processes for secure interactions.
- Clarified claim statuses and addressed customer technical concerns, enhancing user experience during interactions.
Bilingual Customer Service Representative
5 Years 4 Months- Conducted interviews and entered data for federal benefit claims to ensure accurate processing.
- Ensured security of personal data within federal systems to protect client confidentiality.
- Collaborated with external agencies to resolve cases and uphold documentation integrity.
Assistant Operations Sergeant/ Force Readiness Manager
8 Years 6 Months- Managed personnel systems, evaluations, and logistics databases, ensuring operational readiness for 500-member unit.
- Administered secure data for payroll, readiness, and promotions, safeguarding sensitive information and supporting personnel decisions.
- Supported office and IT systems for document processing and compliance tracking, facilitating efficient operations and adherence to regulations.
- Served as Staff Sergeant (E6), overseeing personnel and operations.
Education
High School Diploma
Certificate in Computer Information Systems - Computer Information Systems
Skills
Windows OS (10/11)
Microsoft 365
File Management Printer troubleshooting
Software Installation
Remote Support
Ticketing Systems
Secure Databases
Command Line Tools (ipconfig
ping) Problem Solving
Customer Service
Documentation Bilingual Communication
Conflict Resolution
Critical Thinking
Data privacy compliance
Software Troubleshooting
Analytical thinking
Critical Thinking
Time management
Legal documentation
Report writing
Intrusion detection
Endpoint security
Network access control
Customer communication
Subnetting skills
Regulatory compliance
Data protection strategies
Case resolution strategies
Data loss prevention
Incident reporting
Certification
Certificate in Computer Information Systems, CompTIA Tech+, CompTIA Network+, CompTIA Security+
Languages
Spanish
Native or Bilingual
Timeline
Customer Service Representative
Sagility
09.2024 - 12.2024Read More
Case Manager / Paralegal (Contract)
U.S. Small Business Administration
11.2022 - 05.2025Read More
Customer Service Representative (IRS/Tricare)
KEGH Inc.
05.2020 - 10.2020Read More
Bilingual Customer Service Representative
Social Security Administration
09.2014 - 01.2020Read More
Assistant Operations Sergeant/ Force Readiness Manager
Texas Army National Guard
02.2006 - 08.2014Read More
Fabens High School
High School Diploma
Read More
California Insitute of Applied Technology
Certificate in Computer Information Systems from Computer Information Systems
Read More