Gloriana Herrera

Results-oriented BPO professional with over 15 years of experience in customer service, financial operations, billing/collections, and technical support. Skilled in PMS, HER, CRM platforms, data accuracy, conflict resolution, and bilingual communication. Proven ability to adapt quickly, learn new systems, and deliver high-quality service. Seeking opportunities for professional growth to contribute efficiency and solid decision-making.

Patient Account Specialist at Health Prime (2025-04 – 2026-07)

• Answered inbound and outbound calls and assisted patients with inquiries or appropriate referrals.
• Used PMS and EHR systems to accurately document interactions and route requests.
• Collected, posted, and reconciled patient payments; verified demographics and insurance coverage.
• Updated primary and secondary insurance information; processed credits, refunds, and claim adjustments.
• Coordinated with collection agencies, explained insurance benefits, and assisted with patient portal registration.
• Improved data accuracy and reduced billing errors through rigorous verification processes.

BPO / Customer Service Agent at Movate (2023-10 – 2025-04)

• Delivered bilingual customer service and account support.
• Resolved customer inquiries efficiently while meeting productivity and quality standards.
• Maintained accurate documentation and ensured compliance with company procedures.

Customer Service Agent at Concentrix (2019-05 – 2021-10)

• Processed customer orders, tracked shipments, and coordinated with carriers.
• Managed customer accounts through CRM systems and resolved delivery-related issues.
• Provided personalized solutions while maintaining high customer satisfaction.
• Consistently met operational KPIs and customer retention targets.

Bilingual Collection Agent at Global Vante (2019-07 – 2019-10)

• Negotiated payment arrangements and recovered delinquent accounts.
• Processed account adjustments and maintained detailed collection records.

Bilingual Customer Service Agent at Amazon (2014-06 – 2016-12)

• Provided customer support for U.S. and Spain markets.
• Managed order tracking, inventory inquiries, and disability-related requests.

Technical Customer Service Support at IBM (2016-08 – 2016-12)

Seasonal

• Delivered remote technical support for international partners.
• Performed software troubleshooting and issue resolution.
• Resolved complex technical cases quickly and effectively.

Service Desk Agent at DHL (2013-09 – 2013-12)

Seasonal

• Provided service desk support and operational assistance.

Technical Customer Service Agent at HP (2011-01 – 2012-01)

• Delivered printer and technical support to customers.

Customer Service Agent at Aeris (2008-09 – 2009-11)

• Provided customer service, logistics tracking, and route coordination.
• Supported airline check-in services and account-related inquiries.

Technical Service Agent at Qualfon (2008-04 – 2008-09)

Seasonal

• Provided technical support and customer service assistance.
• Report generation, carrier coordination, and customer issue resolution
• Rapid adaptation to diverse industries and tools; strong relationship building.

Secretary Technician – Colegio Universitario de Heredia (2022 – 2022)

Office Technician – Boston University College (2022 – 2022)

Bilingual Administrative Assistant Technician – Colegio Universitario de Heredia (2022 – 2022)

High School Diploma – Colegio Benjamín Franklin (2005 – 2005)

Primary Education – SER Institute (2000 – 2000)