Franchesca Geraldo Casanova
Santo Domingo
Summary
Motivated and results-driven professional with a strong background in customer service, technical support, and medical billing. Proven ability to exceed performance targets, resolve complex issues, and collaborate effectively with cross-functional teams. Skilled in managing high volumes of customer interactions, tracking service tickets, and ensuring accurate billing processes. Bilingual in English and Spanish, with excellent communication, problem-solving, and time management skills. Committed to continuous learning and delivering high-quality service in fast-paced environments.
Overview
5
5
years of professional experience
Work History
Billing Agent
Ingenious DR SRL
05.2024 - Current
- As a Billing Agent at Ingenious DR SRL, I played a crucial role in managing and processing medical billing for UT Southwestern Medical Center.
- Invoice Generation and Review.
- Patient and Provider Interaction.
- Accounts Receivable Management.
Customer Service Representative- Back Office
Newtech
09.2023 - 06.2024
- Managed and tracked service tickets for Samsung customers, ensuring timely and accurate resolution.
- Coordinated with technical teams to prioritize and escalate complex cases.
- Maintained detailed records of all interactions using CRM tools to ensure traceability and compliance with quality standards.
- Analyzed recurring issues to identify process improvement opportunities.
- Contributed to high customer satisfaction levels through clear communication and efficient problem-solving.
Tech Support
PBSC
09.2021 - 05.2022
- I used to work for Optimum, a company that is a telecommunications company that also offers cable service, TV, and residential phone service.
- My job consisted of providing assistance to the technicians, verifying that the work was completed, and assigning those tasks to the technician's work route.
Customer Service Representative
Alorica
11.2020 - 05.2021
- I worked as a consultant for Samsung Care+, which is an additional insurance policy for your Samsung Galaxy smartphone, tablet, smartwatch, or laptop.
Customer Service Representative
Teleperformance
01.2020 - 11.2020
- Provided customer support for a major U.S.-based online retail company.
Education
Técnico - Marketing y Publicidad
Politecnico general belisario peguero Guerrero
06.2017
Bachelor's degree - Political Science
UASD
05.2025
English immersion program - undefined
Intec
11.2019
Skills
- Customer Service Excellence
- Technical Support
- Medical Billing & Invoicing
- CRM Systems Management
- Multitasking & Time Management
- Problem Solving & Conflict Resolution
- Team Collaboration
- Adaptability in Fast-Paced Environments
- Bilingual Communication (Spanish & English)
- Microsoft Office & Digital Tools
References
- Yeliza Ramírez, (809) 520-7641
- Arbanelis Casanova, (809) 873-0462
- Leinad Cuello, (849) 885-7593
Timeline
Billing Agent
Ingenious DR SRL
05.2024 - Current
Customer Service Representative- Back Office
Newtech
09.2023 - 06.2024
Tech Support
PBSC
09.2021 - 05.2022
Customer Service Representative
Alorica
11.2020 - 05.2021
Customer Service Representative
Teleperformance
01.2020 - 11.2020
Bachelor's degree - Political Science
UASD
English immersion program - undefined
Intec
Técnico - Marketing y Publicidad
Politecnico general belisario peguero Guerrero
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