Noemi Chavez Uranga
San Diego
Summary
Administrator savvy professional with surpassing experience in Customer Service for 16+ years; A high work ethic employee with multi-cultural teamwork who has experience in both Mexico and the U.S.A. During the launch of a new medical device in 2023 I was proudly part of the front-end team that provided technical support to the USA national market and Canada patients at the beginning of 2023 and also launched and implemented a new office selling and distributing electrical services for the only Mexican Electrical company nationwide to a Mexican community in 2009. Effective communicator with an emphasis on office administration and customer relations. Highly focused and a quick learner, constantly exceeding my targets being top 5% of the best employees in my previous jobs.
Overview
20
20
years of professional experience
Work History
Technical Support Representative 2 Bilingual
Dexcom
Remote
09.2022 - 05.2024
- Assisted as a front-end technical support specialist in the launch of the medical product Dexcom G7 assisting patients and the healthcare industry
- Advising and troubleshooting how to implement new software, use of algorithm and product characteristics in general
- Patient inquiries, product/service concerns, and technical issues relating to Dexcom mobile apps, cloud software and associated hardware
- Access and update patient accounts through computer-based systems
- Monitor current procedures to ensure compliance with set standards
- Provide technical support and training to patients and healthcare providers
- Serve as first point-of-contact for patients and medical professionals
- Help with patient support issues
- Coordinate with Customer Advocacy to ensure records are maintained to a high standard
- Take calls on patient inquiries and complaints
- Respond to patient phone calls and emails with troubleshooting tips and specific instructions
- Review and discuss data with patients
- May require some training of patients over the phone
- Use and maintain software and databases appropriately
- Document and analyse patient and product information, send replacements and samples, and perform patient follow-up per department standards
- Participate in new product training (as required when new products are launched)
- Comply with all elements of the Quality System, regulatory requirements, and patient confidentiality and privacy as outlined for the position
- Promote and maintain high-quality technical support standards within the Technical Support department achieving the agreed service levels
- Ensure that Dexcom maintains satisfactory results in the periodic customer surveys.
Customer Service Representative and Spanish OPI Interpreter
United Language Group
Remote
02.2021 - 09.2022
- My main duty was as a Customer Representative helping high end customers explain our services, provide appropriate solutions, follow up any issues and take control of all customer complaints following company guidelines and procedures
- During my time in ULG I assisted the medical language department translating messages into specified languages while maintaining message content and style as much as possible
- Listen to speakers’ statements to determine the meaning and to prepare translations
- Compile terminology and information to be used in interpretation, including technical terms
- Follow ethical codes that protect the confidentiality of the information and the general interpreter code of conduct
- Providing Healthcare translation services to the client: Medicare.
Executive Assistant
The Salvation Army
Morristown NJ
09.2015 - 12.2017
- Onsite customer service, program advisor, Microsoft office ambient, assist with all clerical and case managing duties, event planning for fundraising events, file and calendar management
- Interpreting for the Hispanic community giving them the information and advising to the aid programs
- Provided comprehensive administrative support to the executive team, enhancing office efficiency
- Implemented a new file management system that increased retrieval speed.
- Streamlined executive communication by managing emails, phone calls, and scheduling appointments.
Office Coordinator, Customer Service Representative, Technical Support
Federal Electricity Commission
Ensenada, Baja California, Mexico
06.2004 - 08.2014
- Mexican state-owned electric utility, CFE
- It is the one dominant electric company that generates, distribute and commercialize the electric energy for more than 35.6 million of people in Mexico with an infrastructure of 211 electric plants around all Mexico
- Is one of the biggest electrical companies in the world
- During my time at this company, I discovered my passion for customer service as a highly executive assistant and office coordinator, learned how to work with low resources at a high-speed demand
- In 2009 I had the privilege to be part of the launching of Comision Federal de Electricidad in Mexico City
- By presidential order Luz y Fuerza had to be removed and become Comision Federal de Electricidad
- They form the new offices with the best human capital group in the whole country and I had the honor to be part of the team
- I traveled from Baja California Norte to Mexico City to launch the new offices
- Financial evaluation and adjustments to solved invoice discrepancies
- Financial management and invoicing
- Review company cash flow due inaccurate billing and invoicing
- High demand in Customer Service for internal departments
- High demand in external customer service
- Control and administration of domestic and commercial electric services involved in fraud and equipment malfunction in junction with the legal department
- Financial adjustments, Invoice and billing strategies for late payment services
- KPI – Key Performance Indicators
- Management of customer service for domestic and commercial electric services
- Microsoft Office, Outlook, Google Calendar scheduling appointments
- Received customer complaints and search for root cause investigation
- I was awarded for the most “Willing to help” worker during this time
- Daily assignation of work priorities for +31 engineering staff members
- Data Analyst as part of the transition project (Merge) of Luz y Fuerza and CFE in Mexico City
- Strategic Buyer, perform supplier evaluation, cost structure, buying goods and services, working directly with the corporate Buyer Planner
- Define annual financial plan in junction with the Director of Engineering
- Work as an Instructor
- Administrative of CFE to the attention of requests in internal software of the company called system SICOS and system SAP R3, realization of purchase orders
- Provide technical support oif the electrical installations
- Office Administration, Microsoft Office tools, mostly excel, word and power point
- Strategic Buyer
- Calendar meetings management
- Department efficiency reports: work load, productivity
- Define annual finance plan with the office manager in charge.
- Provided administrative support to staff members, assisting with daily tasks as needed to promote productivity across the organization.
- Maintained office supplies inventory by checking stock and ordering new supplies.
- Served as a point of contact for clients visiting the office, providing exceptional customer service that led to increased client retention rates.
Education
English Literature -
Montclair State University - MSU
Montclair, NJ01.2014
Master on Business Administration focus in Human Resources -
CETYS University
Ensenada, BC01.2011
Bachelor Degree in International Business -
CETYS University
Ensenada, BC01.2005
Skills
- Google Analytics
- Microsoft Office ambient
- Experience dealing with conflict customer service
- Bilingual and Public Speaking
- Communication Skills
- Customer Care
- Deadline driven & multi-tasking skills
- Strong Ethic
- Conflict resolution
- Accountability
- Active listening
- Positive Attitude
- Social justice awareness
- Strong bi-cultural awareness
Coursescertifications
- Excel Boot Camp by General Assembly (01/2021)
- Confidential Information by HIPAA and Data Privacy
- Medical Terminology
- Customer Service over the phone
- Medical Training: Remote Interpreting Webinar
- Medical Training: Abbreviated Mental Tests
- COVID-19 Resources
- Medical Training: Health Equity
- Medical Training: Genetics and Webinar
- Medical Training: Communicative Autonomy
- Medical Training: The brain and Alzheimer's Disease
- Medical Training: Palliative Care
- Dexcom Training and certifications accordingly and needed up to date to perform and contribute To my role as a technical support specialist
Languages
Spanish
Bilingual or Proficient (C2)
Timeline
Technical Support Representative 2 Bilingual
Dexcom
09.2022 - 05.2024
Customer Service Representative and Spanish OPI Interpreter
United Language Group
02.2021 - 09.2022
Executive Assistant
The Salvation Army
09.2015 - 12.2017
Office Coordinator, Customer Service Representative, Technical Support
Federal Electricity Commission
06.2004 - 08.2014
English Literature -
Montclair State University - MSU
Master on Business Administration focus in Human Resources -
CETYS University
Bachelor Degree in International Business -
CETYS University