Sabrina Raymundo

• Provide technical support for color measurement hardware and software used in quality control and color management workflows.
• Troubleshoot issues related to color measurement software, including Color iControl and associated applications, resolving system errors, configuration problems, and workflow interruptions.
• Assist customers with installation, configuration, and setup of software and measurement devices, ensuring proper system integration.
• Guide users through key workflows such as creating e-job files, measuring standards and trials, performing calibrations, and analyzing measurement data.
• Troubleshoot and support NetProfiler processes to ensure instruments maintain calibration consistency and measurement accuracy.
• Deliver step by step customer training on device installation, software navigation, and measurement procedures.
• Manage support cases and track issue resolution using Salesforce ticketing system.
• Perform remote troubleshooting sessions to diagnose hardware, software, and connectivity issues.
• Collaborate with engineering, application specialists and product teams to escalate and resolve complex technical problems.

• Provide customer support to medical imaging centers through secure chat and outbound communication regarding study submissions, case status, patient demographic updates, and service inquiries.
• Manage and document support cases using Salesforce ticketing system to track requests, resolutions, and communication with imaging centers.
• Monitor the live queue (workflow) in OnePacs to ensure studies are read within contracted turnaround times and escalate cases approaching deadlines.
• Evaluate case assignments and reassign studies, when necessary, based on radiologist availability, and specialty requirements.
• Coordinate directly with radiologists to resolve case related issues such as reinterpretation requests, missing images, incomplete patient history, or demographic discrepancies.
• Notify imaging centers of critical or positive findings through outbound calls in accordance with clinical communication protocols.
• Monitor automated case assignment rules and manually assign specialty or urgent studies when required to maintain workflow efficiency.
• Provide Level I operational and technical support to imaging centers and submit IT tickets when system related issues arise.

• Handled high volume inbound calls from dental providers and office staff regarding patient eligibility, benefits, coverage details, and claim status.
• Assisted dental offices with claim inquiries, billing questions, and required documentation to ensure accurate and timely claim processing.
• Explained dental insurance policies, procedures, and benefit limitations to providers and administrative staff.
• Researched and resolved claim discrepancies, eligibility issues, and billing concerns using internal systems and provider databases.
• Documented call details, resolutions, and follow up actions within customer management systems to maintain accurate case records.
• Guided dental offices through claim submission processes, including correcting rejected or denied claims.
• Maintained compliance with HIPAA and company policies when handling sensitive patient and provider information.
• Delivered professional and efficient service while meeting call center performance, productivity, and quality metrics.

Assisted customers with mobile device selection, service plans, billing inquiries, and technical troubleshooting.

Supported store operations by resolving escalated customer concerns and providing guidance to team members.

Demonstrated and explained mobile devices, accessories, and service features to help customers choose the best solutions.

Processed activations, upgrades, and account changes while maintaining accuracy and compliance with company policies.

Contributed to meeting store sales goals and delivering a high-quality customer experience.