Gyselle Dos Santos

Bilingual (English & Portuguese) professional with a Bachelor's degree in Psychology (GPA: 4.0) from the University of Central Florida and extensive experience in healthcare, customer service, and technical support.

Background includes Medicare and Medicaid provider and member services, direct patient care as a Certified Nursing Assistant (CNA), behavioral health assessments, and advocacy for individuals with disabilities. Over 5 years of experience in customer service and technical support, with proven expertise in CRM documentation, HIPAA and CMS compliance, multi-system navigation, and delivering exceptional customer experiences. Currently enrolled in the Peer Support Specialist Program with LSF Health Systems.

Passionate about delivering compassionate, accurate, and compliant service to every person served.

Agent 1 Customer Service — Contract at VNS Health (2024-12 – 2026-02)

• Handled inbound calls from healthcare providers regarding claim status, billing inquiries, network participation, and pre-authorization submissions
• Managed member inquiries related to benefits, eligibility, enrollment, and claims, delivering accurate and timely information in every interaction
• Supported prospective beneficiary calls during CMS secret shopper tests, ensuring full compliance with STAR rating requirements
• Documented all call details accurately in the CRM system, maintaining meticulous records in adherence to HIPAA and CMS compliance standards
• Escalated complex issues to appropriate teams; utilized certified interpreter services for non-English calls to meet CMS language access requirements

Customer Service & Technical Support Specialist at Endeavor (2019-01 – 2024-11)

• Efficiently resolved technical issues related to NBA-supported devices, providing support for app setup, account management, and billing inquiries
• Delivered customer support and technical troubleshooting using SaaS tools such as Zendesk, Jira, and Slack
• Navigated multiple systems simultaneously to manage inquiries, ensure compliance, and deliver resolutions while meeting SLAs
• Engaged with users through live chats and emails, triaging and documenting customer issues while escalating complex cases through established channels

DSP — Direct Support Professional at Anne Carlson Center (2016-12 – 2017-04)

• Conducted intake assessments and supported patients with behavioral and physical health needs in home and community settings
• Advocated for vulnerable individuals, collaborating with cross-functional teams to coordinate care and ensure access to critical services

DSP — Direct Support Professional at Life Skills and Transition Center (2015-05 – 2016-11)

• Provided care and support to individuals with mental and physical disabilities in residential and community settings
• Assisted with daily living activities and supported individuals in developing life skills with a compassionate and empathetic approach

Bachelor's Degree in Psychology – University of Central Florida (UCF) (2013-12)

Associate's Degree – Seminole State College (2010-10 – 2011-12)

Peer Support Specialist Program in Level 1 Cohort – LSF Health Systems / OIFSP Training (2026-06)