Orlando Rafael Julio Olave
Medellín
Summary
Skilled and adaptable professional with a strong foundation in customer service, training, and technology. Experienced in handling high-pressure environments, managing complex issues, and fostering empathy and active listening through thousands of customer interactions.
Proficient in insurance systems and processes, with over 20 months of expertise as a Training Specialist, particularly in Authorizations. Adept at designing and delivering engaging and effective training programs tailored to diverse learning styles and needs.
Tech-savvy with a fast-learning aptitude for new systems and software. Strong interpersonal skills complemented by a confident and empathetic personality developed through years of self-reflection and professional experience. Passionate about teaching, mentoring, and continuously expanding technical and creative skills in software development, writing, music, and more.
Overview
7
7
years of professional experience
1
1
Certificate
Work History
Help Desk Analyst
Management Health Services for Steward Health Care
08.2024 - 11.2024
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Used ticketing systems to manage and process support actions and requests.
- Logged support tickets and closed when issues were resolved.
- Maintained detailed documentation of all help desk interactions for future reference and analysis.
- Created, escalated, and resolved support tickets, including initiating crisis calls for managers.
- Delivered step-by-step technical guidance to end users (company employees).
- Demonstrated a customer-oriented approach in a technical and high-pressure environment.
Ambulatory Information Systems Analyst
Management Health Services for Steward Health Care
01.2024 - 08.2024
- Provided real-time support to employees, including clinical staff, management, and patients.
- Specialized in troubleshooting Athena, ECW, and Patient Portal systems to resolve complex issues.
- Delivered secure, timely communication with patients and ensured satisfaction through email and phone support.
- Fostered collaboration and team efficiency to achieve departmental goals and continuous improvement.
- Also provided excellence customer service to patients when having specific issues.
Bilingual Trainer Specialist
HRMD for Texas Pain Physicians, US
10.2022 - 10.2023
- Designed and delivered training programs aligned with industry best practices.
- Enhanced comprehension with innovative teaching methods and tailored materials.
- Tracked and improved student performance with clear goals and constructive feedback.
- Fostered collaborative learning environments, boosting participation and engagement.
Insurance Authorizations Analyst
HRMD for Texas Pain Physicians, US
02.2022 - 10.2022
- Communicated insurance information to patients, physician offices, and third-party payers.
- Researched and corrected inaccuracies to establish eligibility and resolve inquiries.
- Processed over 85 cases weekly, maintaining high accuracy and efficiency.
- Trained new employees on company policies, services, and operational guidelines.
Bilingual Customer Service Agent
Teleperformance for Amazon UK & Walmart US
05.2021 - 09.2021
- Represented Amazon UK, improving English proficiency through interactions with global customers.
- Transitioned to Walmart and consistently met performance targets as a key team member.
Bilingual Back-Office Agent
Almacontact Colombia for LATAM Airlines, WorldWide
11.2019 - 03.2021
- Supported passengers worldwide by resolving immediate flight issues to ensure boarding without incidents.
- Transitioned from First Line to Back Office, enhancing written communication and empathy in formal correspondence.
- Refined English skills through interaction with global customers, delivering high-quality service.
Technical Support Representative
Teleperformance for VTR, Chile
04.2019 - 07.2019
- Diagnosed customer issues and provided solutions to restore service and functionality.
- Documented support interactions for future reference using ticketing systems.
- Managed technical issues across multiple systems for diverse time zones.
Customer Service Representative
Konecta for AT&T, US
05.2018 - 12.2018
- Assisted U.S.-based customers, primarily Spanish speakers, with occasional English interactions.
- Demonstrated strong focus, time management, and resilience in a high-demand environment.
- Developed a passion for helping others, establishing a foundation in the Contact Center industry and customer service.
Education
Some College (No Degree) - Philosophy
Universidad De Antioquia
Medellín07-2018
Some College (No Degree) - Computer Information Systems
Universidad EAFIT
Medellín, Antioquia02-2015
High School Diploma -
Instituto Ferrini
Medellín, ANT01.2012
Skills
- Customer Service
- Customer Relations
- Customer Relationship Management
- Creative Writing
- Group and Individual Instruction
- Learning Skills Development
- Programming and Logic
- Written Documentation
- Mathematics
- Grammar and Languages
- Athena knowledge
- ECw knowledge
- Company Policy Compliance
- Instructional Techniques
- Workshop Coordination
- English proficient
- Public Speaking
- Analytics
- Insurance Knowledge
Accomplishments
- Collaborated with team of 5 in the development of LATAM Refund Department, for European and American Markets after LATAM bankruptcy due to the Covid-19 pandemic.
- Collaborated with team of 6 in the creation and consolidation of HRMD Training Department after company increase of employees and projects/clients.
- Supervised team of 25 staff members in collaboration with 3 administrative partners.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
Languages
Spanish
Bilingual or Proficient (C2)
English
Advanced (C1)
Certification
- Certified System Technician, Institute Colombo-Suizo - 2012
- eCw Training - 2022
- Athena Training - 2024
Additional Information
- Languages: Fully fluent in English. Passionate about linguistics and cross-cultural communication.
- Creative Writing: Author of intricate works blending magical realism, philosophy, and existential themes. Writing my first public work. Recognized for using language as an exact mold for thought, conveying ideas with depth and clarity.
- Interests: Deeply engaged in philosophy (existentialism, Socratic dialogue, Jungian psychology, east wisdom) and art that bridges the metaphysical with the tangible. Fascinated by the intersection of science and esotericism.
- Unique Achievements: Successfully navigated life-changing decisions to prioritize authenticity and personal fulfillment, while demonstrating courage and introspection in balancing a scientific worldview with artistic and philosophical inquiry.
Timeline
Help Desk Analyst
Management Health Services for Steward Health Care
08.2024 - 11.2024
Ambulatory Information Systems Analyst
Management Health Services for Steward Health Care
01.2024 - 08.2024
Bilingual Trainer Specialist
HRMD for Texas Pain Physicians, US
10.2022 - 10.2023
Insurance Authorizations Analyst
HRMD for Texas Pain Physicians, US
02.2022 - 10.2022
Bilingual Customer Service Agent
Teleperformance for Amazon UK & Walmart US
05.2021 - 09.2021
Bilingual Back-Office Agent
Almacontact Colombia for LATAM Airlines, WorldWide
11.2019 - 03.2021
Technical Support Representative
Teleperformance for VTR, Chile
04.2019 - 07.2019
Customer Service Representative
Konecta for AT&T, US
05.2018 - 12.2018
High School Diploma -
Instituto Ferrini
- Certified System Technician, Institute Colombo-Suizo - 2012
- eCw Training - 2022
- Athena Training - 2024
Some College (No Degree) - Philosophy
Universidad De Antioquia
Some College (No Degree) - Computer Information Systems
Universidad EAFIT
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimeWork Location
On-SiteRemoteHybridImportant To Me
Career advancementWork-life balanceCompany CulturePaid time offPaid sick leaveInterests
Art
Quote
All of our miseries are nothing but attachment.
Osho
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