Open to opportunities

Nicole Vera

@nicolevera

Message

I provide empathetic, multilingual customer support and precise issue triage.

United States

Message

What I'm looking for

I’m looking to grow in a high-growth team where I can deliver accurate, empathetic customer support, improve processes with trend insights, and collaborate cross-functionally—while keeping strict compliance and confidentiality at the center of my work.

I’m a customer support professional who delivers high-quality service across digital channels, from email-based member support to ticket resolution. I bring a calm, organized approach to complex inquiries, with strong written communication and critical thinking to keep cases accurate and compliant.

In my current remote role, I apply structured workflows to assess member needs, document case data across multiple systems, and support downstream analytics and reporting. I also follow HIPAA, CMS, and organizational guidelines to ensure secure handling of PHI, while identifying recurring issues and escalating trends to leadership for process optimization.

Previously, I improved guest and client experiences by managing inquiries across Airbnb, Booking, and Vrbo, using multilingual support in Spanish and Portuguese. I’ve also streamlined operations with CRM tracking, Atlassian Confluence for team coordination, and advanced Excel/Google Sheets analysis—supporting higher satisfaction, faster responses, and better operational outcomes.

Experience

Work history, roles, and key accomplishments

Current

Remote Customer Support Coordinator

Current

Aetna/CVS

Feb 2025 - Present (1 year 5 months)

Applied structured workflows to assess member needs and document accurate case data across multiple systems. Maintained high accuracy and productivity, handled PHI compliantly (HIPAA/CMS), and escalated recurring issues to leadership while supporting reporting and quality improvement.

Customer Support Case Documentation Multi System Data Entry Trend Escalation To Leadership HIPAA compliance Quality Improvement

Customer Support Representative

The Best Vacation Homes

Aug 2023 - Nov 2024 (1 year 3 months)

Managed customer inquiries across Airbnb, Booking, and Vrbo, resolving issues proactively to improve guest satisfaction. Used multilingual communication (Spanish/Portuguese) and tools including CRM, Excel/Google Sheets, and Atlassian Confluence to streamline support and improve response efficiency.

Customer Support Airbnb Booking VRBO Multilingual Support CRM Excel Google Sheets Confluence

Operations/Customer Service Rep

Lincoln Flooring

Oct 2022 - Aug 2023 (10 months)

Coordinated logistics for flooring projects to ensure timely deliveries and installations, helping reduce operational delays. Resolved client complaints, increased retention and sales through upselling, and used advanced Excel to analyze budgets and track timelines for installation projects.

Customer Retention Upselling Sales Advanced Excel Budget Analysis

Medical Assistant

Windermere Dental, Medical Spa and Laser Institute

Apr 2021 - Oct 2022 (1 year 6 months)

Streamlined patient intake to reduce wait times and improve satisfaction. Implemented inventory management, maintained accurate medical chart documentation, supported patient financing at checkout, and educated patients on post-visit care while maintaining infection control standards.

Patient Intake Wait Time Reduction Inventory Management Medical Documentation Infection Control Examination Room Preparation Patient Education Appointment Scheduling

Patient Care Technician

DaVita Renal Care

May 2020 - Apr 2021 (11 months)

Delivered patient care by communicating with patients and their families to improve satisfaction. Monitored patient conditions, reported changes to healthcare providers, and resolved patient concerns with a high first-contact resolution rate.

Patient Care Communication With Families Problem Solving First Contact Resolutions Patient Monitoring Solutions