Santiago Avelar
@santiagoavelar
Bilingual customer service professional skilled in de-escalation and account management.
United StatesWhat I'm looking for
I am a bilingual (English/Spanish) customer service professional with over five years of experience across high-volume call centers, healthcare environments, and automotive service operations.
I excel at de-escalation, account management, and maintaining HIPAA and privacy compliance while handling 40–100+ daily inbound calls and complex customer issues with empathy and clarity.
As a Service Advisor at CarMax, I served as the primary liaison through vehicle check-in to delivery, coordinated diagnostics and repairs, and used dealership management systems to track service history and parts.
I seek to leverage my organizational skills, attention to detail, and strong interpersonal communication to improve customer retention and operational efficiency in a customer service or call center role.
Experience
Work history, roles, and key accomplishments
CAServed as primary liaison between customers and service department, managing high daily service volume and coordinating diagnostics and repairs to improve retention and satisfaction.
KPCustomer Service Representative
Kaiser Permanente
Sep 2023 - Sep 2024 (1 year)
Handled 40–60+ inbound calls daily, verifying confidential information, determining case status, and providing Spanish interpretation and empathetic support for healthcare-related concerns.
Customer Service Representative
MedImpact Healthcare Systems, Inc.
Nov 2022 - Aug 2023 (9 months)
Managed 50–100+ inbound calls daily addressing pharmaceutical benefits, de-escalating callers, and maintaining HIPAA-compliant documentation to resolve complex benefit issues.
Supervised closing shifts, ensured completion of end-of-day procedures, resolved customer complaints, and maintained speed and accuracy during high-volume peak hours.
Education
Degrees, certifications, and relevant coursework
Castle Park Senior High School
High School Diploma (GED), General Education
High School Diploma (GED) from Castle Park Senior High School in San Diego, CA.
Availability
Location
United StatesAuthorized to work in
Job categories
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