M
Megan Valero
About
Detail
Customer Support Agent
Résumé
Jobs
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Medical InterpreterCyracomFeb 2023 - Oct 2023 (9 months)• Received certification as an English-Spanish interpreter specialized in medical contexts for healthcare facilities in the United States
• Interpreted medical procedures and conversations between providers and patients with accuracy and cultural sensitivity
• Researched and identified cultural differences to ensure that interpretation services were provided in a culturally appropriate manner- Claims Research SpecialistSutherlandJan 2022 - Jan 2023 (1 year 1 month)• Provided aid for Medicare members in researching medical and pharmacy claims. Assisted with issues related to denied claims, overcharged claims, and suspected fraud or abuse claims
• Promoted to Subject Matter Expert (SME) for my performance and product knowledge
• Developed expertise as a SME and provided essential chat and floor support for the account, ensuring seamless operations.
• Collaborated closely with call center agents, team manages, QA specialist and trainers by offering in-depth product knowledge, addressing inquiries promptly and effectively - Fraud SpecialistConcentrixApr 2021 - Dec 2021 (9 months)• Analyzed customer data and identified anomalies that enabled proactive fraud prevention, resulting in reduction in fraud attempts
• Investigated potential fraud cases and reported findings to the management
• Aided clients over the phone by addressing concerns related to canceled orders due to suspected fraud, ensuring a secure and trustworthy customer experience
• Assisted clients in reordering their purchases when incorrect fraud alerts were issued, ensuring a seamless and hassle-free resolution to enhance customer satisfaction
Education
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- PEnglish Philology and literature,PLANNING OFFICE - National University of ColombiaJan 2017 - Nov 2020 (3 years 11 months)
- TI.E.DTechnic High School, United States of AmericaJan 2015 - Nov 2016 (1 year 11 months)