Joel Rocha

Provided inbound enterprise support resolving account access and application issues, documented cases in ticketing systems, and escalated complex technical problems with appropriate context.

Handled high-volume inbound technical and service inquiries, achieved first-contact resolutions when possible, and maintained accurate CRM documentation while complying with data privacy standards.

Provided real-time Spanish–English medical interpretation for providers and patients, ensured accurate communication of diagnoses and procedures, and maintained strict HIPAA compliance.

Built and maintained Excel databases tracking >300 patients, applied formulas and structured formatting to improve data accuracy and usability, and provided Spanish-language customer support for patients and partner offices.

Served as first point of contact for patients and offices, scheduled appointments, handled insurance inquiries, and documented interactions in electronic medical records while ensuring HIPAA compliance.

Delivered bilingual Tier 1 technical support for hardware and software, triaging and resolving user issues, documenting incidents, and escalating complex cases to higher-tier teams to ensure timely resolution.

Supported a high volume of customer inquiries focusing on satisfaction and efficient resolution while maintaining accurate records and using internal support tools and documentation.

Set up, operated, and troubleshot audio-visual systems for live events, maintained network connectivity for AV integration, and provided real-time technical support to prevent service disruptions.

Advised leadership on client communications and operational workflows, created and managed client-facing documents and records in Google Docs, and coordinated correspondence to support project execution.

High School Diploma with coursework in computer applications, Microsoft Excel, Microsoft Word, typing, and Spanish.