Diego Alexander Martinez Arevalo
San Salvador,El Salvador
Summary
Results-driven Customer Service Specialist with over 3 years of experience supporting U.S.-based healthcare and retail clients in fully remote, high-volume environments. Proven ability to deliver exceptional customer experiences through inbound calls, live chat, and email support, consistently exceeding key performance metrics (Average Handle Time (AHT) 96%, high Customer Satisfaction (CSAT)). Highly skilled in Customer Relationship Management (CRM) systems, ticketing platforms, data entry, and case management, with a strong focus on first-contact resolution, efficiency, and customer satisfaction. Adept at navigating complex inquiries and ensuring compliance with industry regulations like HIPAA.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Customer Service Agent
Sam's Club, Concentrix
04.2025 - 03.2026
- Managed over 80 daily live chat interactions in a fast-paced retail environment, addressing customer needs with speed and accuracy.
- Maintained Chat Handle Time (CHT) below 560 seconds, achieved Quality Assurance (QA) scores above 96%, and consistently delivered strong Customer Satisfaction (CSAT).
- Provided comprehensive support for billing inquiries, membership services, product information, and order processing.
- Performed accurate data entry, updated Customer Relationship Management (CRM) systems, and managed customer accounts to ensure data integrity and service continuity.
- Effectively handled customer escalations and follow-ups, ensuring timely and satisfactory resolution of complex issues.
Customer Service Agent
Cigna Healthcare, Foundever
06.2022 - 02.2025
- Managed an average of 50+ daily inbound calls from U.S. customers, providing comprehensive support for healthcare inquiries including claims, prescriptions, and coverage.
- Consistently maintained Average Handle Time (AHT) below 500 seconds, achieving a Quality Assurance (QA) score above 96%, and contributing to high Customer Satisfaction (CSAT) ratings.
- Utilized Customer Relationship Management (CRM) systems and ticketing tools for efficient documentation, case tracking, and resolution of complex customer issues.
- Ensured strict compliance with Health Insurance Portability and Accountability Act (HIPAA) regulations, safeguarding sensitive patient information.
- Improved First Call Resolution (FCR) rates by applying efficient problem-solving techniques and comprehensive knowledge of healthcare policies.
Education
Technical Diploma - Aircraft Maintenance
Carlos Antonio Dardano Pelegrero
High School Diploma - General Studies
General High School
Skills
- Customer Service
- Remote Support
- Inbound Calls
- Live Chat Support
- Email Support
- Billing Support
- Technical Support
- Account Management
- Conflict Resolution
- First Contact Resolution (FCR)
- Customer Satisfaction (CSAT)
- Average Handle Time (AHT)
- Chat Handle Time (CHT)
- Quality Assurance (QA)
- KPI Performance
- CRM Systems (Salesforce, Zendesk)
- Ticketing Systems
- Data Entry
- Case Management
- Microsoft Excel
- Google Workspace
- Data Management
- AWS Cloud Basics
- Computer Maintenance
- LAN Networks
- Time Management
- Multitasking
- Problem Solving
- Compliance (HIPAA)
- Communication
- Adaptability
- Team Collaboration
Certification
- Microsoft Excel
- AWS Cloud Infrastructure
- Computer Maintenance
- LAN Networks
References
- Cristian Hernandez, Cahg2016.ps3@gmail.com, +50370075228
- Jose Perez, jmmunguia98@gmail.com, +50378342048
Languages
- English
- Spanish, Native
- English, Advanced - Professional Working Proficiency
Timeline
Customer Service Agent
Sam's Club, Concentrix
04.2025 - 03.2026
Customer Service Agent
Cigna Healthcare, Foundever
06.2022 - 02.2025
Technical Diploma - Aircraft Maintenance
Carlos Antonio Dardano Pelegrero
High School Diploma - General Studies
General High School