Joel García Rozo

Customer Care and Sales Representative

Asurion

Aug 2024 - Current (1 year 10 months)

Handled customer interactions related to mobile phone insurance claims and account issues. Used internal tools to file and process insurance claims efficiently. Built rapport with customers in high-stress situations and helped reduce frustration. Identified opportunities to offer additional services and consistently achieved strong sales results. Promoted to Premier Support and Sales role due to performance. Provided technical troubleshooting for mobile devices using AI-assisted tools. Assisted customers with billing questions and account concerns.

Collections Representative

Foundever

Jan 2024 - Aug 2024 (8 months)

As a Collections Representative, I was responsible for contacting customers with delinquent accounts to identify the reasons for non-payment. I negotiated payment solutions and assisted customers in resolving outstanding balances, all while handling objections professionally and maintaining composure during difficult conversations. My role required me to work diligently to reach decision-makers and secure payment commitments. Additionally, I engaged in operational tasks by contacting customers to file records about their debts and confirming payments, which was crucial for maintaining accurate documentation and supporting the overall operations of the company. This multifaceted approach not only enhanced my debt recovery and collection skil

Agent Services Representative

Concentrix

Jul 2022 - Nov 2023 (1 year 5 months)

Provided customer assistance related to insurance services, products, and account information. Updated customer records and ensured account data accuracy. Coordinated replacements for damaged or missing equipment and ID cards. Resolved billing disputes and service requests. Maintained documentation according to compliance standards such as HIPAA. Worked in a metrics-driven environment focused on quality and customer satisfaction.

Technical Support Representative

Konecta

Jan 2022 - Jul 2022 (7 months)

Provided technical support for application users through calls and chat. Diagnosed issues and guided customers through troubleshooting steps. Used ticketing systems to track and resolve support requests. Managed multiple conversations simultaneously while maintaining service quality. Documented all customer interactions for follow-up and knowledge tracking.

Joel García Rozo

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