M

Manuel Fuentes

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Tijuana, Baja California, Mexico

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work
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Résumé

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  • T
    Bilingual Health Advisor
    Texas Vein Experts
    Jul 2025 - Dec 2025 (6 months)
    Scheduled 50 new patient appointments monthly, exceeding targets. Handled high-volume inbound/outbound calls in English and Spanish. Verified demographics and insurance, entered patient data into DrChrono, Eclinicalworks, and iPatientCare. Coordinated HMO referrals with PCPs and ensured prior authorizations. Explained coverage, co-pays, and requirements to patients. Ensured HIPAA compliance, follow-ups, and documentation accuracy.
  • Harman International
    Customer Service Representative Specialist
    Harman International
    Aug 2023 - Mar 2025 (1 year 8 months)
    Served as the primary point of contact for internal and external customers, including authorized distributors and dealers. Managed up to 50 customer cases daily, ensuring prompt follow-ups and successful resolutions. Handled customer cases, including warranty claims, service requests, and parts order entries, ensuring accurate quotes and availability checks. Coordinated RMA (Returned Merchandise Authorization) creation with Technical Support and assisted customers with return and repair procedures. Processed credit card payments and maintained detailed customer communication records. Provided product warranty information and assisted customers via phone, email, and web service tools. Utilized ERP systems like SAP and CRM applications (MS Dy
  • P
    Technical Support Engineer
    Poly (formerly HP)
    Nov 2021 - Mar 2023 (1 year 5 months)
    Provided advanced support for Polycom phones, troubleshooting SIP protocols, voice call logs, and network flow analysis with Wireshark. Managed voice cases, including provisioning phones, configuring server addresses, and optimizing communication settings. Handled daily customer follow-ups and case resolutions, managing up to 15 cases per day. Earned technical certifications, including UC Fundamentals, Voice Fundamentals, and Poly Lens Fundamentals.
  • Redial BPO
    BPO Specialist
    Redial BPO
    Mar 2020 - Sep 2021 (1 year 7 months)
    Managed soft collections and customer service, utilizing the Cortex system. Negotiated payment amounts with customers and ensured timely payments.
  • Techmahindra
    Technical Support Specialist
    Techmahindra
    Sep 2018 - Dec 2019 (1 year 4 months)
    Provided L1 and L2 support, troubleshooting issues with virtual machines, mobile mail, WiFi connections, and mobile security applications. Assisted in setting up and configuring various technical systems, including SEP Mobile and AirWatch. Performed password resets, basic troubleshooting, and virtual machine support. Remoted into users' computers using RTS to resolve technical issues. Assisted with software installations, network connectivity issues, and printer problems. Documented issues and resolutions in the ticketing system (ServiceNow) for future reference.