Daniela Lopez Zeron
@danielalopezzeron
Customer support specialist delivering chat and email service with SLA discipline.
HondurasWhat I'm looking for
I’ve supported U.S. mobile device insurance programs through live chat and email at Ubiquity, handling claims, documentation, and timely resolution using the Assap Omnichannel Platform.
Before that, I coordinated patient appointments at KM2 Solutions—scheduling, verifying insurance and identity, staying HIPAA-compliant, and managing cases with CRM and Genesys for inbound and outbound communication.
I also provided inbound customer service and technical support for Cricket Wireless at Concentrix, helping with SIM and account activation, changes, troubleshooting, and billing while following account verification processes.
Experience
Work history, roles, and key accomplishments
Delivered customer support for a U.S. mobile device insurance program through live chat and email.
• Managed approximately 60 live chats and 70–90 emails per day while maintaining high service quality.
• Met strict SLA requirements, maintaining first response times under 40 seconds and average handling times below 7 minutes.
• Assisted up to four customers simultaneously through chat while providi
• Scheduled, rescheduled, and canceled appointments for patients in a U.S. healthcare program.
• Verified patient identity and insurance information before scheduling appointments.
• Maintained HIPAA compliance while handling confidential patient information.
• Performed outbound calls regarding appointment updates and specialist availability.
• Managed patient cases using CRM software and integra
• Provided inbound customer service and technical support for Cricket Wireless customers.
• Verified customer accounts following company authentication procedures.
• Assisted with SIM activation, account activation, account changes, troubleshooting, and service inquiries.
• Processed billing information, invoices, and account documentation.
• Identified sales opportunities while maintaining excell
Education
Degrees, certifications, and relevant coursework
Universidad Nacional Autónoma de Honduras
Grado, Nursing Education
2022 - 2028
Availability
Location
HondurasAuthorized to work in
Job categories
Skills
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