Brian Stiven Barrios Saganome Customer Service Analyst, Quality Analyst

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Customer Service Analyst

Superstaff Ltd

Jun 2023 - Jun 2024 (1 year 1 month)

- Interact with customers via text, telephone, email, online chat to provide support and information on medical supplies. - Process insurance changes by verifying the patient’s eligibility in the designed portals for insurance validation. - Ensures that appropriate actions are taken to resolve customer problems and concerns. - Maintains customer accounts and records of customer interactions with details of inquiries, complaints, or comments. - Contact Patient care coordinators and Patient account coordinators to make sure the patient documentation required by the insurance is up to date. - Protect customer data according to compliance with HIPAA procedures and laws

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Quality Analyst – Outreach Specialist

Bairesdev S.A.

Sep 2021 - Apr 2023 (1 year 8 months)

Tasks: • Quality Analyst: - Audit all the existing processes performed by the Talent Acquisition team and other areas related to this process in the company. - The audit process was performed weekly, with impeccable attention to detail. - Creating new audits from scratch for new and existing processes that didn’t have an audit, with their respective Spreadsheets, Google Forms and LookerStudio in order to present the reports and dashboards of the audit’s results clearly and for easy access for all involved, such as managers, leads and agents audited. This process was also applied for existing audits. - JIRA platform management to centralize and attack critical and important issues, and also to document the pending tasks, keeping an organize

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Real State Agent

Apr 2021 - Sep 2021 (6 months)

Tasks: - Check the database of the U.S. Real State company and contact people that could be interested in selling their property, validating with them the status of the house and if it was in need of repairs. This contact would be via call or chat. - Validate the property’s information and compare it with the public domain register database to make sure the information was updated in the Real State’s database. - Mainly qualifying leads and passing them after confirming that the owner was looking to sell the property and this property fell into the desired criteria.

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Bilingual Customer Service Assessor

S.I.MER S.A.S

Apr 2018 - Mar 2021 (3 years)

Tasks: • Call handling according to company specifications, providing details of the brand' products and providing purchase options depending on the customer needs. • Customer care in a wide range of issues related to ordering, order status, returns and exchanges. • Handling emails and chats(Zendesk) with the issues previously mentioned. • Organizing calendar to ensure daily tasks were handled efficiently

Bilingual Assessor

Almacontact

Oct 2017 - Feb 2018 (5 months)

Company: Almacontact Role: Bilingual Assessor for LATAM Cargo Tasks: • Handling emails for freight reservation request with extreme detail. • Handling calls for freight reservation or updates in a friendly manner. • Keeping a high quality service level, minimizing errors in the execution.

Comprehensive bilingual Assessor for Fitbit

OneLink BPO

Apr 2016 - Aug 2017 (1 year 5 months)

Role: Comprehensive bilingual Assessor for Fitbit. Tasks: • Tech support via email, interactions in English only.

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Customer Service Assessor for UNE

Acciona SAS

Oct 2015 - Feb 2016 (5 months)

Tasks: • Call handling according to company specifications. • Customer care in a wide range of issues related to telecommunications. • Solving multiple problems with time limit. • Management of various programs to accomplish goals and metrics. • Cross sell

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Customer Service Manager

Restaurante Sazón Y Sabor

Jan 2010 - Dec 2012 (3 years)

Company: Restaurant "Sazón y Sabor de Ventura" Role: Customer Service Manager Tasks: • Had full interaction with the costumer. • Informed costumers of the options in the menu, with specifications. • Was always available to answer questions ensuring customer satisfaction.

Brian Stiven Barrios Saganome

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