Arnold Alferez

Customer Support Specialist

Bilingual Customer Support Specialist with 5+ years of experience in high-volume remote environments, specializing in scheduling coordination, CRM-based ticket management, billing support, and cross-functional communication across operations, providers, and customers.

[email protected] +50372023673 San Salvador, El Salvador

Languages

Skills

Work Experience

Patient Success Coordinator

Curex Allergy

Jul 2023 — PresentCurrentNew York, NY

Handle 50+ daily patient interactions across chat, email, and phone support
Schedule and coordinate 20+ initial and follow-up appointments daily
Coordinate with pharmacies and providers via Slack regarding prescription tracking updates and patient inquiries
Support billing operations by handling payments, discounts, refunds, and patient account updates with accuracy and professionalism
Maintain accurate patient records, test results, and follow-up documentation in a fast-paced remote environment

Customer Support Specialist

MetLife

Mar 2020 — May 2023New York, NY

Handled 40+ daily customer interactions across phone and email support for Group Life insurance accounts
Maintained a 95% customer satisfaction score and 85%+ first-contact resolution rate in a high-volume support environment
Assisted employees from major U.S. companies including Boeing, NASA, and General Motors with policy inquiries, benefits, and account-related requests
Reviewed company-specific insurance plans and processed account transactions, including loans, withdrawals, and beneficiary updates, while ensuring compliance with policy guidelines and documentation procedures

Customer Support / Scheduling Coordinator

Sunnova Energy

Jan 2018 — Feb 2020Houston, TX (Remote)

Scheduled solar installation, service, roof replacement, and critter guard appointments for U.S.-based customers
Coordinated with technicians and internal teams to ensure timely service completion
Assisted customers with scheduling updates, service inquiries, and appointment confirmations
Recommended battery backup and additional system protection options based on customer energy needs and outage preparedness goals

Skills

Dispatch CoordinationG-Suite/Microsoft OfficeCRM SystemsCase ManagementData Entry & DocumentationSlackZoomCanvaG-Suite/Microsoft OfficeZendeskSalesforceTrello

Education

High School Diploma in Accounting and Bilingual Administrative Studies

Liceo Cristiano Rev. Juan Bueno Central

2011 — 2013

Languages

English

Fluent (C2) EF SET English Certificate

Spanish

Native