Open to opportunities

Megan Valero

@meganvalero

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Bilingual customer care specialist driving technical and claims resolution.

Colombia

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What I'm looking for

I seek a customer-focused role where I can solve complex issues, improve support processes, mentor teams, and contribute to product improvements in a collaborative culture.

I am a bilingual (English-Spanish) customer care professional with 4+ years of experience across regulated healthcare/Medicare environments, SaaS support, and talent development. I excel at de-escalating complex issues, improving first-contact resolution, and guiding users through technical and account processes.

As a promoted Subject Matter Expert at Humana, I investigated and resolved complex Medicare claims, supported multiple teams in real time, and created quick-reference guides and mini-trainings to raise team performance. In SaaS roles I achieved high first-contact resolution rates, onboarded users, and escalated systemic issues to product teams.

I bring strong cross-department collaboration, analytical problem-solving, and a customer-centric approach to enhance loyalty and the overall support experience. I am focused on delivering proactive, multi-channel support and driving continuous improvement through data and frontline insights.

Experience

Work history, roles, and key accomplishments

Customer Care Agent

Association for Talent Development

Jul 2024 - Sep 2025 (1 year 2 months)

Provided proactive multi-channel support for course registration, account setup, and technical issues, improving virtual conference attendee experience and increasing retention through consultative outreach.

Multichannel Support Technical Troubleshooting Customer Engagement Escalation Management Zendesk CRM

Customer Support Specialist

Teamtailor

Aug 2023 - Jun 2024 (10 months)

Delivered technical support for a global client base on an ATS, achieving a 70% first-contact resolution rate and onboarding users to increase adoption and proficiency.

Troubleshooting First Contact Resolutions Onboarding User Training Bug Escalation Intercom

Medical Interpreter

CyraCom Language Solutions

Feb 2023 - Jul 2023 (5 months)

Certified medical interpreter facilitating accurate, culturally sensitive communication between healthcare providers and Spanish-speaking patients to improve patient-centered care.

Medical Interpretation Accuracy Patient Advocacy Confidentiality

Claims Research Specialist

Humana

Feb 2021 - Jan 2023 (1 year 11 months)

Investigated and resolved complex Medicare claim inquiries, promoted to SME within 10 months, and reduced handle time by providing real-time support and training to multiple teams.

Claims Investigation Subject Matter Expert Process Improvement Training Fraud Detection

Education

Degrees, certifications, and relevant coursework

National University of Colombia

Bachelor's degree, English Philology and Literature

2017 - 2020

Completed a Bachelor's degree in English Philology and Literature with coursework focused on language, literature, and applied linguistics from 2017 to 2020.