Andrea Perez Senior Customer Service & Interpretation Professional

Healthcare Sales Representative (Cold Outreach & Lead Qualification)

IQ

Nov 2025 - Current (7 months)

• Conduct high-volume outbound calls to qualify leads for specialized medical plans based on eligibility and healthcare needs. • Assess eligibility and capture client data to route qualified leads to enrollment teams. • Log call outcomes and lead status in CRM to support timely follow-up and reporting. • Maintain privacy and compliance standards during outreach and data collection.

T

Spanish Interpreter (OPI)

Transoptimum

Feb 2022 - Jan 2025 (3 years)

• Provided high-accuracy, real-time interpretation for medical and legal calls, ensuring correct terminology and cultural nuance. • Managed remote sessions end-to-end and coordinated with providers and legal teams to maintain continuity of care. • Maintained strict confidentiality and followed privacy/compliance protocols for sensitive cases. • Recorded session outcomes and supported cross-team follow-up through structured documentation.

G

Customer Service & Retention Representative

Great Health works

Sep 2020 - Jan 2021 (5 months)

• Executed targeted retention strategies to resolve billing and service disputes and preserve at-risk accounts. • Investigated and resolved complex billing discrepancies using CRM case management. • Managed high-priority accounts and consistently met or exceeded CSAT and QA targets. • Documented resolutions and escalations to support trend analysis and process improvements. Additionally, leveraged experience with Shopify to enhance customer service and retention efforts by assisting customers with their orders, resolving issues efficiently, and promoting relevant products. This involvement in sales processes, including upselling, contributed to maintaining high levels of customer satisfaction and loyalty.

F

Customer Service Representative / Transactional Operations

FOUNDEVER (SITEL GROUP)

Apr 2015 - Jun 2018 (3 years 3 months)

• Delivered high-volume international customer support while processing complex account transactions with precision. • Selected for specialized training to join the Transactional Team and manage financial data with elevated accuracy. • Served as Floor Support and SME, providing real-time technical guidance and coaching to ensure quality metrics were met. • Supported process improvements that reduced rework and improved first-call resolution. Additionally, leveraged skills in outbound sales to assist customers with purchases and resolve order-related issues, enhancing the overall customer experience. My experience with Shopify allowed me to efficiently navigate and manage order handling, ensuring seamless transactions in a fast-paced envi

C

English Teacher

Community Work

Mar 2013 - Nov 2013 (9 months)

• Developed and delivered conversational English and foundational grammar lessons for ESL students. • Created lesson plans and materials to improve student engagement and language confidence.

Andrea Perez

About

Detail

Timeline

Résumé