SERGIO G.
Mid-Level Multilingual Customer Support Specialist
Open to offersNew to PlatformAbout
Sérgio G. is a seasoned Customer Service & Technical Support Agent with over 15 years of experience supporting global users and patients across the technical and healthcare sectors. He has delivered multilingual support (English, Spanish, Portuguese) for companies including GSK and Curative Digestive Disease Center, resolving user inquiries via phone, email, and chat while maintaining high standards of customer satisfaction. Sérgio G. has provided user assistance on platforms such as Veeva Vault and managed case documentation using ServiceNow. Additionally, his healthcare work included managing patient intake, scheduling, insurance verification, and billing in EHR systems, all performed remotely. He brings advanced skills in multichannel troubleshooting, account management, and enterprise software support acquired through roles at both clinical and IT service desk environments in Brazil, Portugal, and the United States.
Experience
Patient Support Representative (Spanish & English)
Curative Digestive Disease Center · 2025 — 2026Conducted remote patient intake processes while registering new patients and maintaining records in Electronic Health Record systems. Managed multi-line phone systems for scheduling appointments and responding to patient inquiries. Verified insurance coverage and obtained necessary pre-certifications, collected co-pays, and addressed patient billing questions. Facilitated communication with medical staff to streamline virtual patient flow and kept digital intake queues organized.Customer Service & Technical Support Agent
Alphanumeric systems GSK client · 2021 — 2025Delivered multilingual customer support in English, Spanish, and Portuguese for global users. Addressed inquiries through phone, email, and chat, ensuring effective communication. Resolved customer issues related to login, account access, and system navigation while assisting users with the Veeva Vault platform. Handled password resets and account unlocks, providing guidance to non-technical users. Documented all interactions accurately in ServiceNow and maintained high standards of customer satisfaction through empathy and active listening. Collaborated with internal teams to escalate more complex cases and adhered to SOPs and service standards to uphold support quality.ICT Service Desk Technician (1st & 2nd Line)
Luma, SA · 2009 — 2020Provided frontline support to enterprise users addressing software, email, and device issues with a customer-centric approach. Guided users through troubleshooting steps clearly and patiently while managing user accounts, multi-factor authentication, and access requests. Offered on-site support emphasizing a strong customer-first attitude.
Skills & Expertise
Education
- High School DiplomaLiceu João de Deus
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