Open to opportunities

Andres Arbaiza

@andresarbaiza

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Customer service and health insurance advocate with 5+ years leading teams and improving CRM-driven support.

Peru

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What I'm looking for

I’m looking for a CRM-driven customer support role where I can advocate on complex cases, lead teams, and continuously improve processes and service quality while working confidently in Spanish-English communication.

I’m a customer service professional with 5+ years of experience in support roles, team supervision, and back-office operations. I handle complex customer inquiries, optimize service processes, and bring bilingual communication in Spanish (native) and English (C1 level), supported by strong CRM and office software proficiency.

In health insurance advocacy roles, I’ve served as a primary point of contact for members, guiding them through benefits and ensuring clear understanding of coverage. I resolve complex inquiries, coordinate with healthcare providers and state programs, and maintain meticulous interaction records within the company’s CRM system.

I also bring leadership and performance improvement experience from supervisor roles, including leading a 10-person team and supervising a 4-person call center team. I’ve delivered measurable results—95% client retention and a 20% improvement in response times—while strengthening back-office workflows, reporting, and quality standards (ISO 9001).

Experience

Work history, roles, and key accomplishments

Customer Service Rep / Advocate

Foundever Services

Aug 2025 - Nov 2025 (3 months)

Provided customer service and advocacy for a US-based insurance company, serving as the primary point of contact for members and clarifying benefits and coverage. Resolved complex inquiries and coordinated with healthcare providers and state programs while maintaining records in the company CRM system.

Customer Advocacy Health Insurance Support Program Coordination

Interpreter (English-Spanish)

Language Line Solutions

Feb 2025 - Jun 2025 (4 months)

Provided accurate, real-time interpretation between English and Spanish while maintaining professionalism and cultural sensitivity. Interpreted across healthcare, legal, and customer service scenarios to ensure clear communication for all parties.

Real Time Interpretation Cultural Sensitivity Healthcare Interpreting Legal Interpreting

Customer Service Rep / Advocate

Teleperformance Perú

Oct 2024 - Dec 2024 (2 months)

Provided customer support and advocacy for health insurance members, assisting with understanding and access to services. Coordinated with national, state, and local programs and maintained relations with healthcare staff in hospitals and clinics.

Health Insurance Support Customer Advocacy Program Coordination

Supervisor / Sales Agent

Greenland Perú

May 2021 - Dec 2023 (2 years 7 months)

Led a 10-person team supporting maintenance and installation projects for green areas, achieving 95% client retention through team leadership and personalized service. Managed back-office operations including scheduling, inventory tracking, and client communications.

Team Leadership Back Office Operations Scheduling Client Communication Client Retention Maintenance And Installation Project Support

Call Center Supervisor & Assistant

Power Technology S.A

Aug 2017 - Apr 2021 (3 years 8 months)

Supervised a 4-person team handling 1,300+ annual emergency calls, maintaining 90% efficiency ratings. Processed quotes, managed client databases in SAP Business One, coordinated maintenance follow-ups, and created performance reports to analyze team metrics and improve service quality.

Call Center Supervision Emergency Call Handling Team Management SAP Business One performance reporting Metrics Analysis