JEHUDY ALONSO CERDAS JIRON
Costumer Service Specialist
Heredia
Summary
Experienced Quality Assurance Analyst and Customer Service Professional with over 10 years in customer support, problem-solving, and quality control. Skilled in helping customers, improving processes, and ensuring high service standards. Strong ability to analyze issues, provide solutions, and support teams in delivering excellent customer experiences. Fluent in English (C1) and Spanish (Native). Committed to continuous learning and professional growth.
Overview
15
15
years of professional experience
2026
2026
years of post-secondary education
3
3
Certifications
2
2
Languages
Work History
Medical Insurance Biller
United Collection Bureau, Inc. (UCB)
02.2022 - 03.2025
- Assisted clients with insurance claim collections, ensuring accurate and timely processing
- Maintained high standards of confidentiality and compliance with company policies
- Maintained compliance with HIPAA and other regulatory requirements.
- Managed documentation and communication to streamline client interactions
- Ensured timely completion of projects, prioritizing tasks based on deadlines and importance
Quality Assurance Analyst
Teleperformance
01.2017 - 01.2020
- Conducted quality evaluations on customer interactions to ensure compliance with company standards
- Provided feedback and training to customer service agents to enhance service delivery
- Assisted in developing and implementing quality improvement strategies to increase customer satisfaction scores
Email Support Representative
Teleperformance
01.2016 - 01.2017
- Resolved customer inquiries via email, ensuring timely and accurate responses
- Followed up with clients to verify resolution and overall satisfaction
- Maintained knowledge of company policies, procedures, and product offerings to provide optimal support
Customer Service Representative
Teleperformance (Former Aegis)
01.2010 - 01.2016
- Provided frontline customer support, assisting clients with inquiries related to products and services
- Managed high-volume call queues while maintaining quality and efficiency
- Trained new hires on customer service protocols and best practices
Education
Bachelor's - English Teaching
Universidad Estatal A Distancia
Skills
- Quality Assurance & Compliance
- Customer Service & Support
- Process Improvement & Optimization
- Problem Resolution & Troubleshooting
- Team Supervision & Training
- Communication & Interpersonal Skills
- Back Office Support
- Data Analysis & Reporting
Certification
Customer Service Excellence Training
Additional Information
Strong adaptability to fast-paced environments., Passionate about learning and continuous improvement., Ability to work independently and collaboratively within a team.
Timeline
Medical Insurance Biller
United Collection Bureau, Inc. (UCB)
02.2022 - 03.2025
Quality Assurance Analyst
Teleperformance
01.2017 - 01.2020
Email Support Representative
Teleperformance
01.2016 - 01.2017
Customer Service Representative
Teleperformance (Former Aegis)
01.2010 - 01.2016
Customer Service Excellence Training
Quality Assurance & Compliance Workshop
Microsoft Office 360 & CRM Software Training
Bachelor's - English Teaching
Universidad Estatal A Distancia
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