Javier Vargas
Aguadilla
Summary
Dedicated professional with a strong commitment to ethical behavior and integrity, leveraging multilingual skills to enhance customer service experiences. Proven ability to interpret conversations and translate documents effectively, ensuring clear communication. Experienced in both independent and team environments, demonstrating excellent organizational and multitasking capabilities. Seeking a role that values hard work and dedication while fostering professional growth.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Remote Bilingual Customer Service Representative
Centerlight Health
Aguadilla
01.2025 - Current
- Managed an average of 90 calls per day, providing timely and effective solutions for customer inquiries.
- Resolved complex prior authorization cases, transportation-related issues, and new service determination orders with a high degree of accuracy and efficiency.
- Utilized CRM tools such as Care Compass, Okta, CTG portal, and Microsoft Office to track and manage customer data, ensuring all interactions were documented correctly.
- Collaborated with multiple departments to ensure smooth customer experiences and quick resolutions.
- Worked closely with customers to explain policies, procedures, and eligibility, ensuring full understanding and satisfaction.
- Demonstrated strong problem-solving skills, de-escalating tense situations and ensuring customers received the assistance they needed.
Utilization Review Specialist
Infosys (Aetna)
Aguadilla
01.2024 - Current
- Supports comprehensive coordination of medical services including intake, and screening to Aetna Medical Services Programs.
- Promotes/supports quality effectiveness of Healthcare Services.
- Performs intake of calls from members or providers regarding services via telephone, fax, and EDI.
- Utilizes MedCompass/ATV and other Aetna systems to build, research, and enter member information.
- Screens requests for appropriate referral to medical services staff.
- Approve services that do not require a medical review in accordance with the benefit plan.
- Performs non-medical research including eligibility verification, COB, and benefits verification.
- Maintains accurate and complete documentation of required information that meets risk management, regulatory, and accreditation requirements.
- Promotes communication, both internally and externally, to enhance the effectiveness of medical management services (e.g., claim administrators, Plan Sponsors, and third-party payers as well as members, family, and health care team members respectively).
- Protects the confidentiality of member information and adheres to company policies regarding confidentiality.
- Communicate with Aetna Case Managers, when processing transactions for members active in this Program.
- Supports the administration of the precertification process in compliance with various laws and regulations, URAQ, and/or NCQA standards, where applicable, while adhering to company policy and procedures.
Customer Service Representative/ Communications Coordinator/ Inside Sales
Reliable Power Systems & Electrical Services
Deerfield Beach
12.2020 - 11.2023
- Provided 5-star customer service - following company communication procedures and guidelines and going the extra mile to be polite in meeting the clients' needs using Service Titan and the 5 stages for managing inbound customer calls: preparation, greeting, empathy, assurance, and exploration.
- Facilitated communications between install managers, project managers, and the customer; keeping clients updated on the progress of their projects; reviewed accounts to determine current project status, describe the next phases, and manage expectations.
- Identified and assessed customers' needs to determine what type of technician was needed to be assigned to resolve the customers' requirements, ensuring timely solutions and customer satisfaction.
- Built sustainable relationships and trust with clients. Generated new sales leads and upsold maintenance contracts.
- Explained warranty information to the customers and informed them of invoicing and repair estimates.
- Completed reoccurring training on communication skills, record keeping, customer service, and customer support.
Dock Leader/ Rehabilitation Technician/ Inside Sales/ Lawn Maintenance/ Forklift Operator
Faith Farm Ministries
Fort Lauderdale
03.2019 - 09.2020
- Student at Faith Farm Ministries.
- Managed the campus loading dock and operated a forklift in support of logistics operations.
- Conduct lawn maintenance activities.
- Completed three job training programs: 1) Inside Sales, 2) Lawn Maintenance, and 3) Information Technology.
Customer Service Representative
Teleperformance/ United Health Care
North Lauderdale
02.2016 - 03.2019
- Managed bilingual Medicare accounts. Provided compassion and empathy to meet member needs for understanding and obtaining their benefits.
- Provided product and service information, answered questions, and resolved emerging problems.
- Managed large amounts of incoming calls.
- Responded efficiently to customer inquiries.
Service Technician/ New Construction/ Dispatcher
Lindstrom Air Conditioning
Pompano Beach, United States
08.2011 - 08.2015
- Skilled HVAC technician with expertise in installing, maintaining, and repairing heating, ventilation, and air conditioning systems.
- Performed routine inspections, adhering to safety protocols, and delivering high-quality service.
- Strong commitment to customer satisfaction and excellent communications; effectively explained technical details to clients.
- Installed copper lines with armor flex.
- Experienced dispatcher working in a fast-paced environment; answered customers' inquiries, dispatched service techs, and provided excellent customer service.
- Proficient with Google systems, Microsoft, Microsoft Dynamics GP, and Citrix.
- Facilitated implementation of work policies and efficiencies by technicians.
- Utilized organizational skills to oversee WIP for quality assurance
Customer Service Representative/Sales
Convergys AT&T SSG
Tamarac
01.2009 - 08.2011
- Performed troubleshooting for customers inquiries and account issues.
- Typed detailed notes on customer accounts.
- Performed data entry for existing members.
- Generated sales leads for AT&T accessories.
- Verified customers' account information.
Education
BA - Counseling
South Florida Bible College
Deerfield Beach, FL06.2025
Technical College - HVAC
Atlantic Technical Center
Coconut Creek, FL02.2013
Skills
- Continuous improvement
- Fluent
- Phone etiquette
- Construction
- Customer service
- Forklift
- Upselling
- Spanish
- Medical terminology
- Order Entry
- Quality Assurance
- Inside Sales
- Data entry
- Computer
- Microsoft Office
- Sales
- Service Technician Experience
- Windows
- Serving
- Typing
- Customer support
- Restaurant Server
- Driving
- Communication
- English
- Cold Calling
- Utilization Management
- Organizational skills
- Citrix
- Mechanical Knowledge
- Microsoft Dynamics GP
- HVAC
- Service Titan (3 years)
- Negotiation
- Heavy Lifting
- Restaurant experience
- Outbound sales
- Troubleshooting
- Service Tech / HVAC
- Case management
- Crisis intervention
- Conflict resolution
- Time management
- Problem solving
- Client relationship management
- Payment processing
- Technical troubleshooting
- Stress management
- Strong interpersonal skills
- Call management
- Sales promotion
- Verbal and written communication
- Call center experience
- CRM systems
- Flexibility and adaptability
- Customer needs assessment
- Cross-cultural awareness
- Active listening
- Fluent bilingualism
- Service recommendations
- Workflow management
- Multitasking and organization
- Product knowledge
- Inter-departmental collaboration
- Call escalation resolution
- Process improvement
- Empathy and patience
- Issue research
- Teamwork skills
- Goal setting
- Professional phone voice
- Upselling techniques
- Customer service excellence
- Counseling techniques
- Data analysis
- Attention to detail
- Work Planning and Prioritization
- Schedule coordination
- Relationship building
- Client coordination
- Task prioritization
- Project Support
- Event planning
- Team collaboration
- Schedule management
- Project coordination
- Project assistance
- Presenting ideas and plans
Certification
- Forklift Certification
.Food Handler Certification
- CPR Certification
- Driver's License
- EPA Universal Certification
Personal Information
- Willing To Relocate: Anywhere
- Authorized To Work: US for any employer
Affiliations
- Led, organized and delegated responsibilities with effective communication and organization in kids ministry.
Languages
English
First Language
Spanish
Proficient (C2)
C2
Timeline
Remote Bilingual Customer Service Representative
Centerlight Health
01.2025 - Current
Utilization Review Specialist
Infosys (Aetna)
01.2024 - Current
Customer Service Representative/ Communications Coordinator/ Inside Sales
Reliable Power Systems & Electrical Services
12.2020 - 11.2023
Dock Leader/ Rehabilitation Technician/ Inside Sales/ Lawn Maintenance/ Forklift Operator
Faith Farm Ministries
03.2019 - 09.2020
Customer Service Representative
Teleperformance/ United Health Care
02.2016 - 03.2019
Service Technician/ New Construction/ Dispatcher
Lindstrom Air Conditioning
08.2011 - 08.2015
Customer Service Representative/Sales
Convergys AT&T SSG
01.2009 - 08.2011
BA - Counseling
South Florida Bible College
Technical College - HVAC
Atlantic Technical Center