Iker Márquez

Dedicated professional with extensive experience in collections and customer service across multiple industries. Proven ability to handle complex client interactions, negotiate payment solutions, and exceed satisfaction targets. Bilingual (Spanish/English C1) with a strong track record in both on-site and remote environments.

Caregiver Attendance & Activities Monitor at New York Healthcare (2025-12 – 2026-06)

• Monitor caregiver attendance and punctuality using a GPS-based clock-in/clock-out system, ensuring reliable and timely care delivery for patients.
• Verify that caregivers complete all required patient care tasks, including personal hygiene assistance, household maintenance, and cognitive stimulation activities such as conversation and social engagement.
• Communicate with caregivers and coordinate care activities bilingually (Spanish/English), ensuring clear understanding of patient needs and company standards.
• Demonstrate consistent empathy and attention to patient welfare by ensuring care standards are met and escalating concerns when necessary.

Customer Service Representative at Immunotec (2025-03 – 2025-12)

• Provide empathetic, comprehensive support ensuring every interaction meets the company's patient-centered service standards.
• Manage client orders: placing new requests, onboarding new members, and tracking shipments to identify when follow-ups are needed.
• Foster lasting client relationships by addressing concerns proactively and maintaining smooth communication between clients and the company.

Collections & Customer Service Representative at Terra Energy (2024-08 – 2025-02)

• Led the Collections Department, managing client lists with due payments and resolving outstanding balances.
• Handled inbound and outbound calls to address client concerns and inquiries.
• Maintained accurate records and ensured adherence to company policies.

Collections Representative at First Source (2024-03 – 2024-08)

• Managed high volumes of inbound and outbound calls to U.S.-based clients for overdue auto loans.
• Negotiated payment plans and tailored debt-resolution solutions.
• Ensured compliance with company and regulatory standards.

Collections & Billing Representative at AT&T (2018-12 – 2019-07)

• Managed high volumes of inbound calls to resolve customer billing inquiries.
• Dialled outbound calls to collect on past-due accounts.
• Managed cross-sales on data plans.

High School – Colegio de Bachilleres (2015-07)

Master Class – MST School of Design