Gerardo

• Provided phone, email, and chat support for U.S. clients using Zendesk, Salesforce and Amazon WorkSpaces.
• Promoted from Entry Level Agent to Tier 2 based on performance and quality results.
• Consistently exceeded productivity and quality targets; recognized as top chat-performing agent.
• Specialized in billing and insurance claim submissions for medical providers (HIPAA-compliant).
• Managed 100+ inbound calls during a system outage, maintaining service continuity.

• Provided phone-based customer service for U.S. clients supporting auto insurance policies.
• Handled claims intake, payments, policy updates, and account changes.
• Acted as English/Spanish interpreter between insurance adjusters and involved parties.
• Performed Roadside Assistance dispatching during emergency situations.
• Promoted from Tier 1 to Tier 2, then Team Lead based on performance and leadership.
• Coached and trained new team members; assisted with call quality and performance metrics.
• Recognized for empathetic communication in high-stress situations (accidents and claims).

• Provided phone-based customer service for U.S. clients supporting auto insurance policies.
• Assisted with billing, policy endorsements, quotes, reinstatements, and cancellations.
• Supported claims-related inquiries ensuring accurate information and documentation.
• Delivered efficient service while meeting call handling and quality standards.

• Provided phone and email customer support for U.S. customers.
• Delivered high-quality customer care aligned with strict service and brand standards.
• Processed warranty claims and assisted with tire-related inquiries.
• Coordinated tire inspections, maintenance scheduling, and follow-ups.
• Provided tire size and model recommendations based on customer needs.
• Assisted with Roadside Assistance requests when required.
• Worked under U.S.-based management ensuring compliance with quality expectations.