Karla Cabrera
Santo Domingo,Dominican Republic
Summary
Resourceful Bilingual Customer Service Professional with over 5 years of experience supporting U.S.-based clients in healthcare, hospitality, and back-office environments. Managed sensitive interactions in HIPAA-compliant health insurance and clinical settings while ensuring accuracy and empathy. Coordinated logistics across teams and streamlined multi-step workflows, contributing to efficient operations in remote settings.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Psychology Intern – Forensic & Clinical Support
Instituto Nacional de Ciencias Forenses (INACIF)
Santo Domingo, DR
01.2026 - 04.2026
- Assisted licensed forensic and clinical psychologists with case documentation, maintaining strict confidentiality of sensitive legal and medical records.
- Coordinated logistics and administrative handoffs across multi-step case workflows, ensuring accuracy and timely completion at each stage.
- Facilitated psychoeducational sessions and provided empathetic, clear communication to individuals navigating difficult circumstances.
- Documented interview findings and observations from patient interactions.
- Collaborated with professionals to analyze mental health case files.
Customer Service & Back-Office Support
Hire Horatio
01.2021 - 01.2026
- Delivered email-based customer support and administrative coordination for multiple U.S. accounts with consistent accuracy and responsiveness.
- Managed case documentation, online listings, and operational workflows—tracking status and ensuring complete, precise records across all accounts.
- Maintained professional, timely communication with clients while coordinating across internal teams to resolve issues without delays.
- Remote
- U.S. Clients
Customer Service Representative
Teleperformance
09.2020 - 12.2020
- Handled high-volume inbound calls supporting U.S. health insurance members with premium payments, billing, and benefit explanations.
- Assisted members in locating in-network providers and coordinated scheduling of medical and dental appointments on their behalf.
- Maintained HIPAA-compliant documentation standards while managing sensitive health information across every interaction.
- Blue Cross Blue Shield Account
Customer Support Representative
Concentrix
08.2019 - 12.2019
- Managed 60–80 inbound calls per shift handling reservations, cancellations, and billing inquiries for U.S. guests.
- De-escalated complex guest concerns with empathy and composure; documented detailed case notes across multiple internal systems.
- Consistently met performance metrics: AHT, schedule adherence, and customer satisfaction scores.
- Wyndham Hotels & Resorts Account
Medical Secretary / Receptionist
Dr. Wilton Cabrera – Urology Medical Consultancy
Santo Domingo, DR
08.2018 - 06.2019
- Coordinated patient scheduling, maintained confidentiality of medical records, and organized administrative documentation for a private urology practice.
- Facilitated day-to-day clinical operations, promoting smooth workflow and effective communication between patients and providers.
Education
Bachelor of Science - Psychology
Pontificia Universidad Católica Madre y Maestra (PUCMM)
Santo Domingo, DR06-2026
Skills
- Psychological evaluation methods
- Crisis assessment techniques
- Counseling
- Mental health awareness
- US health insurance support
- HIPAA-compliant documentation
- Customer Service
- Call management
- Email support
- De-escalation
- Conflict resolution
- First-call resolution
- Appointment coordination
- Record management
- Research methods
- HubSpot
- Aircall
- Slack
- G Suite
- CRM systems
- Multi-system documentation
- Team collaboration
- Client rapport building
- Cultural competence
- Professionalism
- Teamwork
- Communication strategies
Languages
- Spanish, Native
- English, Professional Fluency
Core Skills
Inbound/outbound call management, Email & back-office support, De-escalation & conflict resolution, First-call resolution, KPI & quality metric management, HubSpot, Aircall, Slack, GSuite, CRM systems, Multi-system documentation, Remote environments, HIPAA-compliant documentation, U.S. health insurance support, Appointment coordination, Confidential record management, Spanish, Native, English, Fluent – Professional Proficiency
Languages
English
Advanced (C1)
C1
Spanish
Native
Native
Certification
- General Psychology Bachelor - PUCMM
Timeline
Psychology Intern – Forensic & Clinical Support
Instituto Nacional de Ciencias Forenses (INACIF)
01.2026 - 04.2026
Customer Service & Back-Office Support
Hire Horatio
01.2021 - 01.2026
Customer Service Representative
Teleperformance
09.2020 - 12.2020
Customer Support Representative
Concentrix
08.2019 - 12.2019
Medical Secretary / Receptionist
Dr. Wilton Cabrera – Urology Medical Consultancy
08.2018 - 06.2019
Bachelor of Science - Psychology
Pontificia Universidad Católica Madre y Maestra (PUCMM)