Gary Vargas
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T2 Support Specialist & Quality Analyst
Bogotá, Bogota, Colombia
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Résumé
Jobs
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T2 Central Support SpecialistCarbon HealthJan 2024 - Mar 2025 (1 year 3 months)Provided Tier 2 support for one year, assisting Tier 1 specialists with complex inquiries, escalations, and system-related issues to ensure seamless operations. Managed and administered various internal tools and platforms, ensuring the proper functioning of the systems used by healthcare providers. Collaborated closely with the Product and Engineering teams to optimize system performance, troubleshoot technical issues, and implement process improvements, enhancing efficiency and user experience across the organization. Show less- Customer Service SpecialistDEELAug 2022 - Apr 2023 (9 months)Provided customer and technical support for 9 months in a fast-paced fintech startup environment, assisting users with payment processing, account management, and platform navigation. Ensured timely and accurate issue resolution through Zendesk, Jira, Slack, and Zoom while maintaining high customer satisfaction. Utilized Google Sheets to track and analyze support trends, contributing to process improvements. Worked closely with internal teams to escalate and resolve complex cases, enhancing operational efficiency and overall user experience. Show less
- Customer Support RepresentativeWishpond (TSXV:WISH)Mar 2022 - Sep 2023 (1 year 7 months)Provided customer and technical support for 1 year and 9 months in a digital marketing CRM platform, assisting users via phone, chat, and email through Zoom, Slack, and Intercom. Handled digital marketing and web development-related requests, troubleshooting platform issues and guiding users on best practices. Gained expertise in creating and optimizing websites using HTML, CSS, and JavaScript, enhancing user experience and platform functionality.
- Sr Quality AnalystConcentrixAug 2020 - Feb 2022 (1 year 7 months)Conducted audits, calibrations, and coaching about the quality standards required by the client for team members to provide a satisfactory customer experience to callers. Created performance reports and dashboards through tools like Microsoft Excel, Google Sheets, and Power BI. Created and implemented performance improvement plans that led the operations CSAT results from 75% to a 90% in three months.
- Bilingual Customer Service RepresentativeConcentrixJul 2019 - Aug 2020 (1 year 2 months)Provided customer support for United Healthcare patients for one year with high performance and adherence to quality standards. Assisted patients with medication inquiries, treatment plans, insurance coverage, and prescription management, ensuring they received accurate and timely support. Maintained empathy and professionalism while handling sensitive health-related concerns, contributing to an improved customer satisfaction score (CSAT) and overall patient experience.
- BBilingual Customer Service RepresentativeAug 2016 - Apr 2018 (1 year 9 months)Provided customer support for Cricket Wireless for 1 year and 9 months, delivering high-performance service and ensuring customer satisfaction. Assisted customers with billing inquiries, account management, technical troubleshooting, and service activations. For the last 8 months, served as a Subject Matter Expert (SME), supporting team members with training, escalations, and complex issue resolution to enhance overall service quality. Contributed to process improvements and knowledge sharing, helping optimize team performance and efficiency. Show less
Education
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- IInstituto Universitario Tecnologico de Cabimas — Tecnicatura, Petroleum Technology/TechnicianInstituto Universitario Tecnológico de CabimasJan 2006 - Dec 2010 (5 years)