Open to opportunities

Joshua Casillas

@joshuacasillas

Customer Service Representative focused on fast-paced support, problem solving, and accurate billing and claim assistance.

United States

Message

What I'm looking for

I’m looking for a fast-paced customer support role where I can handle calls and tickets, resolve billing and claim concerns, and keep improving response times. I want a team that values accurate troubleshooting and strong communication.

I’m a reliable, punctual Work at Home Agent and Customer Service professional who handles fast-paced calls with strong problem solving and customer support capabilities. In my recent role as a Member Advocate Customer Service at Aetna (a CVS Health Company), I assisted members with their insurance plans, clarified coverage, and guided next steps for medical assistance and correct processes for inquiries.

I’ve also delivered hands-on support for claims and billing across multiple environments. As a Call Center Agent with Assurant, I helped customers file insurance claims for T-Mobile, Sprint, and Metro by T-Mobile, educating them on policies and procedures while resolving issues through thorough investigation.

Beyond customer service, I bring troubleshooting-minded help desk and support instincts built from diverse technical and service experience, including remote customer grievance resolution and technical user support. I’m comfortable working with tools and workflows like IVR, live chat, email support, and order processing—always aiming to improve response time, accuracy, and the customer experience.

Experience

Work history, roles, and key accomplishments

Member Advocate

Aetna, A CVS Health Company

Jun 2023 - Sep 2025 (2 years 3 months)

Assisted members with understanding insurance coverage and the next steps for medical assistance and inquiry processes. Coordinated with providers to help resolve claim concerns and arrange assistance.

Customer Service Medical Terminology Problem Solving Customer Onboarding

Call Center Agent

Assurant

Jan 2022 - Jul 2022 (6 months)

Helped customers file insurance claims on devices for T-Mobile, Sprint, and Metro by T-Mobile. Educated customers on policies and the procedures to support accurate claim submissions.

Insurance Claims Customer Support Problem Solving Communication Skills Technical Troubleshooting

Sales Representative

Cutco

Jun 2021 - Nov 2021 (5 months)

Scheduled Zoom meetings with potential customers and presented Cutco products using a scripted sales approach. Followed promotion guidance to bargain special offers and support successful sales outreach.

Sales Presentations Customer Outreach Negotiation Product Demonstrations Communication Skills Customer Service

Remote Customer Service Rep

Teleperformance

Nov 2019 - Jun 2020 (7 months)

Investigated and resolved customer service and billing complaints by adjusting bills, refunding money, and determining charges for requested services. Referred unresolved grievances to the appropriate departments for further investigation and follow-up.

Billing Support Data Entry Customer Support Troubleshooting

Receiving Clerk

Southern Parking

Aug 2018 - Aug 2019 (1 year)

Registered resident packages into the system and tracked daily package handling for accuracy. Collected and delivered packages on request and assisted residents with luggage and groceries as needed.

Data Entry Customer Service Communication Skills Organizational Skills

Valet Cashier

Southern Parking

Jun 2017 - Aug 2018 (1 year 2 months)

Recorded daily transactions precisely, maintained accurate register totals, and checked guest vehicles in and out. Charged guests for time-based hotel visits and held vehicles until departure while keeping records organized.