Ivan T.

Collaborated with interdisciplinary teams to ensure seamless transitions throughout treatment plans, enhancing care continuity. Guided patients in accessing community resources and managed sensitive patient information in compliance with HIPAA regulations. Utilized VMware and Athena for system access and scheduling, and implemented a more efficient medical records system to enhance access to critical patient information during visits.

Ensured optimal performance of card payment terminals in the UK by providing remote support for both software and hardware issues. Utilized Salesforce for ticket management and client communication, resolving complex technical concerns to enhance customer satisfaction. Managed tasks including remote troubleshooting, X and Z total reports, MAC resets, data configuration, and full-cycle support involving banks and merchants. Handled multiple support cases simultaneously, achieving a high case resolution rate within target timelines.

Delivered prompt support for issues related to online purchases, delayed deliveries, and billing discrepancies, thereby ensuring a positive customer experience. Surpassed team goals for customer satisfaction and call handling efficiency, contributing to overall departmental performance. Applied strong product knowledge and proactive problem-solving to improve first call resolution rates.

Investigated complaints thoroughly and escalated critical matters when necessary, delivering tailored solutions with follow-ups for complete resolution and customer satisfaction. Reinforced a customer-first approach by addressing challenging situations with empathy and professionalism.