Sebastian Gomez
Customer service representative - Quality analyst
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About
Adaptable and results-driven customer service and quality assurance professional with experience across insurance, hospitality, communications, and auditing. Known for strong communication, empathy, and a proactive approach to resolving issues and enhancing customer satisfaction.
I progressed from frontline support to quality analysis and auditing roles, demonstrating analytical thinking, reliability, and the ability to perform under pressure. A quick learner who thrives in dynamic environments and is committed to continuous growth. Equally effective in team settings or leadership roles, bringing organization, collaboration, and a drive for excellence to every challenge.
Experience
Premium auditor - EXL Services
March 2025 - July 2025
- Conduct external audits in various sectors, such as restaurants, retail,
and healthcare.
- Analyze financial statements and verify compliance with applicable standards.
Customer service representative (Billing department for an insurance company) - Contact Point 360
April 2024 - March 2025
- Answer incoming calls.
- Analyze billing information to identify errors.
- Notify and correct billing errors.
- Ensure a positive customer experience by providing attentive, courteous and professional service.
- Handle customer inquiries and complaints.
- Perform follow-ups and reminders when requested.
- Follow protocols and scripts to ensure consistency in customer service.
April 2021 - March 2024
- Review interactions between agents and customers to identify areas for improvement.
- Support agents in these areas of improvement to promote consistency while delivering an exceptional customer experience.
- Data analysis and reporting.
- Identify trends based on data collected and propose action plans.
September 2020 - April 2021
- Answer incoming calls.
- Resolve customer issues.
- Provide customers with a positive customer experience.
- Record and update customer data.
- Educate customers on insurance coverage.
- Validate insurance coverage for customers.
Education
Associate Degree - Gastronomy - Gastronomy College Gato Dumas
February 2013 - March 2015
