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Jamaica Gutierez

@jamaicagutierez

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Dedicated Customer Service & Technical Support Specialist with 5+ years experience.

Jamaica

Message

What I'm looking for

I am looking for a role that values customer satisfaction and offers opportunities for growth.

I am a dedicated and empathetic Customer Service Specialist with over 5 years of experience delivering exceptional support in fast-paced environments. My journey began as a Healthcare Associate, where I honed my skills in medical billing and claims support. I have consistently demonstrated my ability to increase customer satisfaction, reduce response times, and strengthen client relationships.

Throughout my career, I have developed a strong foundation in conflict resolution and complaint handling, which has allowed me to effectively manage client communication and ensure a seamless experience. My technical expertise includes diagnosing and resolving issues for mobile devices and applications, as well as utilizing CRM tools like Salesforce and Zendesk to enhance service delivery. I am committed to driving positive customer experiences and fostering brand loyalty.

Experience

Work history, roles, and key accomplishments

Technical Support Specialist

Teletech

Jan 2024 - Present (1 year 5 months)

Maintained detailed logs of technical issues and their resolutions using various ticketing systems. Provided support for mobile devices and applications, diagnosing and resolving technical issues via phone calls.

Technical Support Ticketing Systems Troubleshooting Remote Access Customer Support

Office Administrator

FEDIM Surveying

Jan 2022 - Present (3 years 5 months)

Managed client communication, job scheduling, and comprehensive documentation for surveying projects. Prepared and filed permits, survey records, and project reports, while also handling billing, payroll, and general administrative tasks.

Client Communication Scheduling Documentation Management Permitting Report Preparation Billing Payroll Administrative Support Compliance

Healthcare Associate

EXL Service Iloilo

Jan 2021 - Present (4 years 5 months)

Handled claims processing and intake, along with policy interpretation and coverage verification for healthcare services. Conducted thorough documentation review and data entry, ensuring compliance with HIPAA, CMS, and State regulations.

Documentation Review Data Entry HIPAA Healthcare Claims

Customer Service Representative

iQor Iloilo

Jan 2018 - Present (7 years 5 months)

Managed conflict resolution and complaint handling across multiple channels including live chat, phone, email, and in-person interactions. Successfully handled returns, refunds, and escalations, contributing to customer retention and satisfaction.

Conflict Resolution Complaint Handling Live Chat Support Phone Support Email Support Customer Retention Escalation Management CSAT

Healthcare Associate

HGS Iloilo

Jan 2017 - Present (8 years 5 months)

Provided comprehensive medical billing and claims support, ensuring accuracy and efficiency in processing. Maintained strict adherence to HIPAA Compliance standards and managed prior authorizations and referrals.

Medical Billing Claims Management HIPAA Referrals