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F Javier parra guerrero

@fjavierparraguerrero

Customer Support Specialist in healthcare logistics who resolved urgent NHS incidents and delivered urgent blood samples with zero critical losses.

Spain

Message

What I'm looking for

I’m seeking remote Customer Support roles where operational excellence and clear communication are valued.

At Imperial College Healthcare NHS Trust, I managed urgent medical-logistics incidents under strict SLAs, coordinating doctors, laboratories, control-room teams, reception staff and drivers. I verified critical information, resolved operational issues and followed cases through to closure.

I identified and corrected errors in addresses, labels, packages and delivery instructions, investigated root causes and implemented corrective actions. I also coordinated two daily routes serving 40+ clinics and laboratories and managed urgent blood-sample deliveries with zero critical losses.

At CitySprint Health and Care, I coordinated medical collections and resolved issues involving labelling, sample preparation and addresses. I’m now seeking remote Customer Support roles, with hands-on training in Zendesk ticket management, prioritisation and escalation workflows.

Experience

Work history, roles, and key accomplishments

Customer Support & Incident Resolution

Imperial College Healthcare NHS Trust

Jan 2019 - Jun 2025 (6 years 5 months)

Managed urgent, high-priority incidents by coordinating doctors, laboratories, control-room teams, reception staff and drivers under strict time-critical SLAs. Acted as single point of contact to verify critical information and ensure cases were fully communicated and closed.

Incident Management SLA Management Stakeholder Coordination Data Verification Root Cause Analysis Corrective Actions Documentation

Customer Support & Operations Coordinator

CitySprint Health and Care

Jul 2017 - Dec 2018 (1 year 5 months)

Coordinated medical collections for King's College, The Doctors Laboratory and Unilabs, consistently meeting patient and laboratory turnaround requirements. Resolved issues involving incorrect labelling, sample preparation, addresses and unsuitable items.

Operations Coordination Issue Resolution Data Verification Corrective Actions Medical Logistics

Customer Service Representative

City Social, Tower 42

Jan 2016 - Jun 2017 (1 year 5 months)

Delivered high-level service to an international clientele, handling special requests, incidents and complaints with clear, customer-focused communication.

Customer Service Complaint Resolution Communication Skills