Daniela M.
Mid-Level Customer Support Specialist
Open to offersNew to PlatformAbout
Daniela M. is an accomplished Customer Support Specialist with over two years of experience in high-volume support for U.S.-based technology, healthcare, and telecommunications sectors. She is adept at managing a robust 130+ daily customer interactions across email, chat, and voice modalities, adhering to SLA targets and maintaining data accuracy. Daniela's expertise extends to comprehensive operational roles, including claims processing, CRM documentation, and data entry, utilizing platforms like Genesys and Assap. Her role with Ubiquiti BPO in the Assurant Mobile Protection Program showcased her ability to handle up to four simultaneous chat interactions, efficiently creating and processing insurance claims. Previously, as a Clinical Front Desk Coordinator at KM2 Solutions, she managed patient appointments with a focus on HIPAA compliance. Additionally, Daniela excelled in a technical support role at Concentrix for Cricket Wireless, earning Top Performer recognition and skillfully resolving service issues while maintaining precise documentation. Her commitment to data accuracy and process compliance continues to drive her success in customer service and operational administration.
Experience
Customer Support Specialist — Chat & Email
Ubiquiti BPO · 2025 — 2026Provide remote customer support via chat and email for a U.S. mobile device insurance program, managing around 60 live chats and 70–90 emails daily. Ensure adherence to SLA targets, maintaining a maximum initial response time of 40 seconds and an average handling time below 7 minutes per case, while accurately entering case and claim data into the CRM and support systems. Handle multiple chat interactions simultaneously, ensuring effective communication and accurate case documentation. Analyze customer information to create and process insurance claims, generating confirmations and reference numbers. Utilize the Assap omnichannel CRM platform to manage, prioritize, and route customer cases.Clinical Front Desk Coordinator
KM2 Solutions · 2024 — 2025Coordinate patient appointments for a U.S. healthcare client by scheduling, rescheduling, and canceling as needed, while verifying customer identity in each interaction. Maintain HIPAA compliance by ensuring confidentiality when entering and updating sensitive patient records. Manage customer interactions and documentation using a proprietary CRM platform that includes integrated communication tools. Execute outbound callback campaigns to inform patients about appointment changes and specialist availability, while keeping scheduling records updated. Employ Genesys as a softphone platform for managing inbound and outbound patient calls, logging precise documentation for each interaction.Customer Service and Technical Support Representative (Cricket Wireless)
Concentrix · 2023 — 2024Address a high volume of inbound customer service and technical support calls for a U.S. wireless telecommunications account, resolving various account and service issues. Verify customer identity and account eligibility through CRM and account management systems, adhering to security and documentation procedures. Assist customers with account activation, deactivation, SIM activation, and related sales opportunities, while carefully processing invoices and payment confirmations. Focus on accuracy in record-keeping of account-related documentation.
Skills & Expertise
Education
- Bachelor's Degree in NursingInstitution not specified
- Technical High School Diploma in Sciences and HumanitiesInstitution not specified
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