Mayra Roldan

Bilingual (English/Spanish) customer service professional with remote call center experience supporting high-volume client inquiries, scheduling, and issue resolution. Skilled in CRM systems, multitasking, and delivering empathetic, solution-oriented support across phone and email channels.

Bilingual Care Concierge Advisor / Fulfillment Team Specialist (Remote) - The Helper Bees

(2022-04)

• Provide bilingual (English/Spanish) inbound and outbound customer support in a high-volume remote call center environment
• Assist insurance members with navigating service options and scheduling in-home support services
• Resolve customer inquiries, service delays, and provider-related concerns in real time
• Document client interactions, service requests, and case updates using CRM and internal systems
• Monitor order status, verify provider availability, and ensure timely fulfillment of approved services
• Served as Team Lead by supporting new hire onboarding, mentoring team members, and assisting with workflow guidance
• Provide escalation support for complex client cases and collaborate with leadership to resolve service issues
• Assist with quality assurance by reinforcing call-handling standards and best practices
• Manage phone and email communications while meeting call-handling and quality assurance standard

Patient Scheduling Team Representative - NC Pediatric Dentistry

(2017-11 - 2021-12)

• Scheduled and managed patient appointments
• Coordinated changes, cancellations, and rescheduling requests
• Verified service availability and updated patient records
• Communicated appointment details and service information

Salisbury High School (2009 - 2013)

Associates - General Education - Rowan Cabarrus Community College (2014 - 2017)