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Diego arturo Melendez molina

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Santa Ana Department, El Salvador

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Résumé

Jobs verified_user 0% verified
  • Carenet Health
    Customer Support Specialist
    Carenet Health
    Nov 2024 - May 2026 (1 year 7 months)
    • Reduced scheduling conflicts by 30% by managing complex multi-physician calendar coordination for PCPs and Pulmonologists across high-volume patient queues. • Maintained 95%+ schedule adherence executing 80–100 outbound calls daily by implementing a structured prioritization system for follow-ups and appointment confirmations. • Decreased insurance eligibility delays by escalating and resolving coverage discrepancies in real time, minimizing service interruptions for 100+ patients weekly. • Utilized Microsoft 365 to manage intricate documentation and cross-departmental communications, ensuring seamless project planning and alignment across medical teams. • Leveraged experience in event coordination to manage complex, multi-provider schedu
  • Concentrix
    Technical Support, Customer Support Specialist & Retention Support
    Concentrix
    Jan 2023 - Jan 2024 (1 year 1 month)
    • Achieved 85%+ First Contact Resolution rate on complex hardware/software cases by applying structured diagnostic frameworks and internal knowledge base optimization. • Retained an average of 12% of at-risk accounts monthly by deploying empathy-driven de-escalation and tailored retention offers during high-stress subscription calls. • Sustained a 92% QA score across 60+ daily omnichannel interactions (phone, chat, email) by maintaining strict documentation standards in Zendesk and Avaya.
  • Telus International
    Banking Support Specialist
    Telus International
    Jan 2022 - Jan 2023 (1 year 1 month)
    • Processed 100% of fraud claims and billing disputes in compliance with KYC and AML regulations, maintaining zero audit findings during tenure. • Achieved 80%+ CSAT resolving complex financial discrepancies by combining active listening with precise internal database documentation. • Ensured full audit readiness by standardizing case documentation in the financial CRM, reducing rework on escalated cases.
Education verified_user 0% verified
  • E
    C1 Proficient English Certification
    EF SET
    Jan 2022
  • Instituto Técnico Ricaldone
    Technical Baccalaureate in Electromechanics
    Instituto Técnico Ricaldone
    Jan 2021