Sofía Holguín Gómez
Indianapolis,IN
Summary
Highly polished Technical Support Professional leveraging 10 years in the fast-paced, high-compliance environment of a global pharmaceutical leader. Expert at managing complex service cases, training and mentoring new staff, and acting as the primary technical liaison between customers and internal product teams. Proven success in strengthening customer relationships through reliable support and consistent achievement of high customer satisfaction scores (CSAT).
Overview
11
11
years of professional experience
Work History
Point of Care Technical Support Specialist II
Roche Diagnostics
09.2017 - 10.2025
- Achieved high first-call resolution rates through diligent troubleshooting efforts and comprehensive product understanding.
- Documented all client interactions thoroughly in the incident management system, allowing for efficient tracking of recurring issues and trends.
- Assisted Sales, Marketing and other Roche departments with queries in relation to Point of Care products
- Analyzed basic problems with nonfunctioning electro/mechanical equipment, software applications or reagents to identify problem area(s) and recommend corrective action.
- Trained new hires on technical support procedures, contributing to overall team success and performance improvement.
- Escalated complex or persistent issues to the Case Investigation & Resolution's team, meticulously documenting troubleshooting steps and critical data to expedite Global resolution.
Pump Support Technical Support Specialist
Roche Diagnostics
04.2016 - 09.2017
- Delivered expert technical support via inbound channels for customers, pharmacies, clinics, and hospitals across North America and APAC territories (US, Canada, UK, Ireland, Australia, and New Zealand) utilizing Roche's IVD portfolio.
- Supported and educated consumers in the effective use of an insulin pump and related healthcare products and services.
- Case by case assessment of inquiries & complaints
- Provided customer service with courtesy, integrity and efficiency to meet customer expectations.
- Thoroughly documented all work activity in appropriate databases
Customer Care Specialist
TMS Health, a Xerox Company
11.2014 - 04.2016
- Provided comprehensive, trilingual technical support (English, French, Spanish) via inbound channels for customers, pharmacies, clinics, and hospitals across the US and Canadian territories using and/or distributing Roche diabetic blood glucose medical devices.
- Documented all work activity in appropriate databases as well as maintaining and updating accounts information as needed
- Supported and educated consumers in the effective use of a blood glucose meter and related healthcare products and services.
- Identified situations which relate to serious health events and completed the proper documentation and reports.
- Managed the end-to-end documentation of product failures and incidents related to potential patient harm, ensuring all reports were meticulously prepared for internal Quality Assurance, ensuring full and timely compliance with FDA, ISO, and global regulatory requirements
Education
Bachelor of Science - Business Administration & French
Fredonia
Fredonia, NY05-2014
Skills
- Written and verbal clarity, presentation skills, active listening, technical documentation
- Specialized in delivering practical, scalable, and cost-effective technical solutions
- Ability to learn new software quickly, working in ambiguous environments, managing rapid organizational change
- Regulatory Compliance (FDA, ISO)
- Beyond the technical, I bring a consultative, customer-first approach that builds trust and drives long-term partnerships
- Web programming experience
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
French
Native or Bilingual
Timeline
Point of Care Technical Support Specialist II
Roche Diagnostics
09.2017 - 10.2025
Pump Support Technical Support Specialist
Roche Diagnostics
04.2016 - 09.2017
Customer Care Specialist
TMS Health, a Xerox Company
11.2014 - 04.2016
Bachelor of Science - Business Administration & French
Fredonia