Orlando Rafael Julio Olave

• Created, escalated, and resolved support tickets, including initiating crisis calls for managers.
• Delivered step-by-step technical guidance to end users (company employees).
• Maintained meticulous documentation for regulation and process analysis.
• Demonstrated a customer-oriented approach in a technical and high-pressure environment.

• 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.

• 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.

• 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.
• Accompanied and instructed new employees on company policies, services, and operational guidelines.

• Represented Amazon UK, improving English proficiency through interactions with global customers.
• Transitioned to Walmart and consistently met performance targets as a key team member.

• 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.

• 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.

• 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.

Best ICFES Medellín 2012

Systems Engineering Medellin, Antioquia, non-finished studies. 3 Semester approved.

Philosophy Medellin, Antioquia non-finished studies. 3 semesters approved.