Elizabeth Medina

I’m a results-driven, fully remote support professional with 6+ years of experience handling high-volume customer interactions across chat, email, and phone. I consistently resolve 85–95% of inquiries on first contact while maintaining CSAT scores above 90%, backed by 92–98% QA performance.

In my roles as a Customer Service Representative, Customer Support Specialist, and Client Service Representative, I manage 80–100+ daily interactions and 500–700+ monthly support tickets. I reduce repeat interactions by up to 25% through accurate troubleshooting and proactive communication, while meeting AHT, FCR, and schedule adherence targets and maintaining compliant, detailed case records.

I’m skilled with CRM and ticketing workflows and know how to keep documentation accurate, confidential, and SLA-focused—so issues move quickly and cleanly. I also support healthcare and claims processes (including reading EOBs, billing/benefits claims, insurance verification, and HIPAA compliance), with strong English and Spanish communication.