SHEILA CABRIALES
Hutto,TX
Overview
6
6
years of professional experience
Work History
Virtual Service Specialist
ADT Security
Austin, Texas
05.2023 - 04.2024
- Repaired faulty equipment, such as cameras, sensors, keypads, and motion detectors.
- Installed and configured alarm systems for residential and commercial properties.
- Conducted routine maintenance and inspections on alarm equipment.
- Ensured that all alarm components were operating correctly and safely at all times.
- Configured wireless communication devices used in conjunction with alarm systems for remote access capabilities.
- Provided customer service by responding to client inquiries about their alarms or security systems.
- Updated records regarding changes made to a customer's system, such as code modifications or device additions and deletions.
- Tested existing alarm systems to identify any potential malfunctions or problems.
Technical Support Representative
Charter Communications, Spectrum
Austin, TX
10.2019 - 09.2022
- Documented customer complaints and inquiries for use in technical documentation and bug tracking.
- Developed and maintained strong relations with customers to meet quality expectations.
- Served as first point of contact for incoming technical service calls.
- Assisted customer in understanding products, components and systems using technical demonstration.
- Used remote login tools to assist clients with technical and product questions.
- Input customer service orders and tracked orders through to completion.
- Demonstrated advanced product knowledge to solve customer issues.
- Handled customer service issues by providing guidance or escalating for advanced support.
- Provided information to Clients about product availability, shipping information and status updates.
Medical Insurance Representative
Convey Health
Yuma, AZ
01.2018 - 08.2019
- Reviewed claims for accuracy before submitting for billing.
- Tracked differences between plans to correctly determine eligibility and assess claims against benefits and data entry requirements.
- Sent clinical request and missing information letters to obtain incomplete information.
- Stayed current on HIPAA regulations, benefits claims processing, medical terminology and other procedures.
- Explained coverage options to potential policyholders, answering questions or concerns.
- Monitored clients' insurance coverages to ensure changing needs were met.
- Evaluated pending claims to identify and resolve problems blocking auto-adjudication.
- Streamlined operational efficiencies by researching problems and delivering speedy issues resolution.
Education
High School Diploma -
J. Frank Dobie Highschool
Houston, TX06.2016
Skills
- Customer Service
- Alarm system installation
- Remote access configuration
- Client retention strategies
- Dispute resolution
- Attention to Detail
- Tracking & Documentation
- Computer Diagnostics
- Troubleshooting Network Issues
- Multitasking and Prioritization
- Defect Analysis & Resolution
- Team Leadership
- Service Quality Management
- Managing Operations & Efficiency
- Inventory Management
- Team Building
Languages
English
Native/ Bilingual
Spanish
Native/ Bilingual
Timeline
Virtual Service Specialist
ADT Security
05.2023 - 04.2024
Technical Support Representative
Charter Communications, Spectrum
10.2019 - 09.2022
Medical Insurance Representative
Convey Health
01.2018 - 08.2019
High School Diploma -
J. Frank Dobie Highschool