Summary
Overview
Work History
Education
Skills
Timeline
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JUAN FRANCO

JUAN FRANCO

Bogotá

Summary

Compassionate and detail-oriented bilingual customer service specialist with over 3 years of remote experience, including more than 1 year in the healthcare industry. Skilled in appointment scheduling, patient follow-ups, and administrative coordination. Fluent in English and Spanish, with strong communication, time management, and organizational skills. Experienced with CRM and scheduling platforms. Fully equipped to work remotely and committed to providing HIPAA-compliant, patient-focused support.

Overview

3
3
years of professional experience
2
2
Languages

Work History

Customer Support Agent (Bilingual)

FOUNDEVER
05.2023 - 02.2025
  • Managed more than 100 emails and chats per day from customers.
  • Provided real-time support to Cash App users via live chat in English.
  • Assisted customers with transaction disputes, account issues, and product-related inquiries.
  • Used Sales Force to manage tickets, follow macros, and track resolution metrics (first response time, CSAT).
  • Actively listened to customer feedback regarding product features or service improvements, passing valuable insights onto relevant departments for consideration in future developments.
  • Maintained professionalism in handling sensitive customer data and escalations.
  • Flagged recurring issues to help improve internal processes and knowledge base.
  • Enhanced customer satisfaction by promptly addressing and resolving support inquiries.

Healthcare Bilingual Agent

CONCENTRIX
01.2022 - 01.2023
  • Acted as a liaison between patients and clinics, managing appointment scheduling and updates.
  • Followed strict procedures and medical terminology to ensure clear and accurate communication.
  • Delivered HIPAA-compliant support while updating patient records and communicating with medical staff.
  • Demonstrated high emotional intelligence and accountability across high-volume environments.
  • Increased client retention rate by providing exceptional customer service in their preferred language.
  • Greeted customers courteously and professionally using agreed-upon procedures and most understandable language
  • Managed approximately 30 incoming calls, emails and faxes per day from customers.

Education

High School Diploma -

Nuevo San Luis Gonzaga
Bogotá DC
05.2001 -

Skills

  • Bilingual: English & Spanish

  • Medical Terminology (Basic)

  • Patient Scheduling Systems

  • Remote Support & Chat Assistance

  • Conflict Resolution

  • Complaint handling

  • Customer service excellence

  • Strong Verbal and Written Communication

  • CRM software

Timeline

Customer Support Agent (Bilingual)

FOUNDEVER
05.2023 - 02.2025

Healthcare Bilingual Agent

CONCENTRIX
01.2022 - 01.2023

High School Diploma -

Nuevo San Luis Gonzaga
05.2001 -

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JUAN FRANCO