Gloridamys Roman Lorenzo
Rincon
Summary
Dynamic and bilingual professional with over 10 years of experience in customer service, healthcare support, and technical assistance. Skilled in CRM software, problem-solving, and client relationship management, with a proven ability to enhance customer satisfaction and team performance. Recognized for clear communication, organization, and dedication to supporting both clients and internal teams.
Experienced with coordinating comprehensive benefits programs to support employee well-being. Utilizes strong analytical skills to assess and improve benefits offerings. Track record of effectively managing benefits enrollment and ensuring compliance with regulations.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Benefits Coordinator
BeneLynk
Remote
01.2025 - Current
- Coordinate benefits and services for Virtual Assistants (VAs), ensuring all needs are met efficiently and professionally.
- Serve as the main point of contact for VAs, providing guidance on available programs and resources.
- Maintain accurate records and ensure timely resolution of service requests.
- Foster positive relationships and improve service delivery to increase VA satisfaction.
Customer Service Representative
Telemedik / Triple S Vital
Mayaguez, PR
07.2024 - 01.2025
- Delivered support to clients, explaining insurance coverage and complex technical processes in clear terms.
- Maintained accurate customer records and implemented CRM systems to track interactions.
- Assisted clients with website navigation and service applications, improving overall customer experience.
- Resolved escalated customer concerns with professionalism and empathy.
Senior Process Associate
Infosys BPM Limited
Remote
07.2023 - 04.2024
- Managed and analyzed Medicare and Commercial Health Care Plans.
- Oversaw patient medical records in compliance with IPA law.
- Processed CVS Health medical precertifications with accuracy and efficiency.
- Utilized Avaya, Cisco, and Citrix systems for case management.
Customer Service Associate
Luma Energy
Isabela, PR
07.2022 - 04.2023
- Resolved billing inquiries, service concerns, and account adjustments.
- Processed payments, refunds, and exchanges while maintaining compliance with company protocols.
- Ensured accurate transaction handling and provided high-quality customer support.
Dispensary Technician
Leafwell
Aguadilla, PR
11.2020 - 06.2021
- Assisted pharmacists with prescriptions, labeling, and insurance paperwork.
- Ensured compliance with legal, health, and safety regulations.
- Provided customer education on medicinal cannabis and maintained accurate records.
Education
Bachelor of Science - Natural Science
Interamericana University
Aguadilla, PR08-2020
Associate - Pharmacy Technician
Interamericana University
Aguadilla, PR08-2009
Skills
- Customer Service & Relationship Management (CRM)
- Bilingual - English & Spanish (C1 Advanced)
- Healthcare & Insurance Support
- Technical Support & Troubleshooting
- Microsoft Word & PowerPoint
- Team Collaboration & Leadership
- Problem-Solving & Conflict Resolution
- Organization & Multitasking
Certification
Occupational License in Medicinal Cannabis, InstituteCanna Works, San Juan, PR, 2020-07-01
Languages
English
Full Professional
Spanish
Native or Bilingual
Timeline
Benefits Coordinator
BeneLynk
01.2025 - Current
Customer Service Representative
Telemedik / Triple S Vital
07.2024 - 01.2025
Senior Process Associate
Infosys BPM Limited
07.2023 - 04.2024
Customer Service Associate
Luma Energy
07.2022 - 04.2023
Dispensary Technician
Leafwell
11.2020 - 06.2021
Associate - Pharmacy Technician
Interamericana University
Bachelor of Science - Natural Science
Interamericana University