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Ydelsi Gonzalez

@ydelsigonzalez

Customer support professional at CareerSource Central Florida, triaging inquiries and documenting cases in CareerEdge CRM.

United States

Message

At CareerSource Central Florida, I respond to high-volume inquiries from employer accounts and job seekers, triage requests, and follow cases through to resolution. I also maintain case records in CareerEdge CRM and create guides that help the team address common issues.

Across customer support roles in pharmacy, insurance, and contact centers, I’ve handled written and phone inquiries in English and Spanish, researched issues using knowledge base resources, and flagged recurring trends. I’m comfortable working remotely across multiple software tools while maintaining accurate, professional responses.

Experience

Work history, roles, and key accomplishments

Current

Business Consultant

Current

CareerSource Central Florida

May 2022 - Present (4 years 5 months)

Respond to high-volume written and verbal inquiries from 40+ employer accounts and 35+ active job seekers, triaging and prioritizing requests, identifying recurring issues, and maintaining accurate records in CareerEdge CRM.

CRM Career Edge Ticket Triage Written Communication Verbal Communication Documentation Trend Identification Remote Work

Patient Care Coordinator

Alliance RX – Walgreens Prime

Jan 2021 - Jan 2022 (1 year)

Managed high volume of written and phone-based inquiries, drafting empathetic responses for patients and providers, triaging support requests, and maintaining detailed case notes in patient data systems.

Patient Care Written Communication Verbal Communication Triage Case Management Data Entry Trend Identification

Patient Care Advocate

Cigna – Accredo Pharmacy

Jan 2020 - Jan 2021 (1 year)

Responded to inbound inquiries in English and Spanish via phone and electronic channels, researched issues using internal documentation, and met quality and response time targets.

Bi lingual English Spanish Written Communication Verbal Communication Knowledge Base Documentation Quality Assurance

Health Insurance Sales Representative

TTEC

Jan 2019 - Jan 2020 (1 year)

Handled high-volume written and phone-based support in a remote contact center, logged interactions in ticketing systems, and adapted quickly to new tools and process changes.

Remote Work Ticketing Systems Written Communication Verbal Communication Adaptability Data Entry

Sales Associate

Florida Insurance Group

Jan 2018 - Jan 2019 (1 year)

Communicated with clients through email and written correspondence, maintained accurate client records, and followed up proactively to confirm resolution and satisfaction.

Written Communication Client Relations Record keeping Follow up Prioritization

Customer Service Representative

State Farm

Jan 2015 - Jan 2018 (3 years)

Delivered high-volume customer support across written and phone channels, identified recurring issues, and maintained strict confidentiality and adherence to procedures.

Customer Service Written Communication Verbal Communication Documentation Confidentiality Trend Identification

Education

Degrees, certifications, and relevant coursework

Seminole State College

Bachelor of Science, Information Technology

Grade: 3.66

Pursuing a Bachelor of Science in Information Technology with a minor in Cybersecurity. Currently holds a GPA of 3.66 and is on track for Magna Cum Laude honors.