Emeli Suero

Bilingual customer service professional with 4+ years of experience supporting customers and patients in fast-paced environments. Experienced in live chat, customer inquiries, account support, data entry, appointment scheduling, and CRM documentation. Strong written and verbal communication skills in English and Spanish, with a calm, empathetic approach to problem-solving and customer support.

LIVE CHAT AGENT - Lyft - New York, NY

(2025-01 - 2026-08)

• Resolved rider and driver inquiries through live chat, providing accurate policy guidance and account support.
• Documented customer interactions in CRM systems, maintaining clear case notes and conversation histories.
• Investigated fare, trip, and account issues while coordinating proper follow-up across support channels.
• De-escalated sensitive customer concerns using calm communication and service-focused problem solving.

CUSTOMER SERVICE REPRESENTATIVE - Global Healthcare - New York Mills, NY

(2021-01 - 2025)

• Answered patient inquiries and routed requests to the appropriate departments.
• Verified insurance details and updated customer records accurately.
• Resolved service issues while maintaining professionalism, empathy, and confidentiality.
• Scheduled appointments and coordinated follow-up communication with patients.

High School Diploma - College Academy (2018-06)