Open to opportunities

Angelina Ponce

@angelinaponce

Message

Remote customer support professional with 5+ years handling eligibility review and tier 2 escalations.

United States

Message

What I'm looking for

I’m looking for a remote role where I can deliver high-volume customer support with accuracy, use CRM systems to manage cases, and contribute to eligibility review or Tier 2 escalations while improving customer outcomes.

I’m a remote customer service representative with 5+ years in call center, chat support, data entry, and eligibility review. I handle high-volume phone, chat, and email support while maintaining accuracy and customer satisfaction, especially in government-contract environments.

I’ve processed and reviewed applications for public assistance programs, verified income/expenses and eligibility requirements, and performed detailed document review and data entry. I’m experienced with CRM systems (Salesforce, Zendesk, and tools within AWS and Microsoft 365), maintain precise case notes, and support Tier 2 escalations and technical problem resolution—plus I’ve earned promotions based on performance.

Experience

Work history, roles, and key accomplishments

Current

Eligibility Specialist

Current

TekSystems

Oct 2023 - Present (2 years 7 months)

Processed and reviewed Medicaid/public assistance applications, verifying income/expenses and completing detailed document review, data entry, and case notes. Promoted to independently certify applications and helped reduce the application backlog ahead of the contract deadline.

Customer Service Application Processing Document Review Data Entry

Call Center Agent

Research and Polling Inc

Feb 2021 - Oct 2023 (2 years 8 months)

Conducted outbound calls for surveys and research, meeting daily quotas and deadlines while entering responses accurately into a system. Maintained professionalism during high call volume in a remote call environment.

Outbound Calling Survey Research Quota Management Data Entry

Tier 2 Technical Support Advisor

KellyConnect

Nov 2019 - Feb 2021 (1 year 3 months)

Provided phone-based technical support for iOS and macOS devices, troubleshooting software, device, and account issues in a high-volume remote call center environment. Earned promotion to Tier 2 escalation support to resolve more complex customer problems.

Technical Support MacOS Support Phone Support Problem Solving Remote Call Center Operations