Stefanny Villalta

Assist customers with account verification, updates, and transaction inquiries
Provide accurate information on balances, deposits, withdrawals, and account activity
Resolve customer issues efficiently, escalating complex cases when necessary
Maintain detailed records of interactions to improve service quality and reporting
Support sportsbook users by explaining betting rules and promotions

Managed and resolved payer claim rejections, including resubmissions and account updates
Analyzed root causes of claim denials to identify trends and reduce recurring issues
Collaborated with billing teams to improve processes and system accuracy
Generated reports and insights for management to support decision-making
Implemented process improvements to increase claim acceptance rates

Assisted customers with credit card inquiries, transactions, and account updates
Resolved issues related to statements, interest charges, and billing discrepancies
Ensured high levels of customer satisfaction through clear communication
Escalated complex financial issues to specialized teams

Resolved complex technical issues across cloud services, including Microsoft Azure
Managed cases related to outages, subscriptions, and cost optimization
Collaborated with cross-functional teams to deliver efficient solutions
Mentored team members and delivered training sessions on products and processes
Improved case handling efficiency through knowledge sharing and best practices

Diagnosed and resolved software and hardware issues for customers
Provided technical and billing support, ensuring accurate resolutions
Explained product features and troubleshooting steps clearly to users
Escalated advanced technical issues to appropriate teams

Studied various skills including problem solving, basic knowledge of Microsoft Azure, and communication. Gained experience using Office products such as Excel and Word, and developed adaptability and willingness to learn.