Steve Jimenez
Operations, Compliance & Technical Support Specialist
Guatemala City
Summary
Auditor — Health Insurance Compliance Specialist reviewing waiver requests, coverage details, and supporting documentation to confirm eligibility under university insurance policy. Processes 150+ waiver requests daily while maintaining a 95% QA score through accurate case decisions and workflow documentation in Zendesk, Hive, Five9, and internal dashboards. Balances compliance review with service-level targets in a remote case-management setting.
Overview
1
1
Certification
11
11
years of professional experience
Work History
Auditor — Health Insurance Compliance Specialist
Ubiquity
06.2026 - Current
- Reviewed and evaluated student health insurance waiver requests, ensuring compliance with university requirements and institutional policies to facilitate decision-making.
- Analyzed insurance plans, coverage details, and supporting documentation, determining waiver eligibility to support student health insurance access.
- Processed 150+ waiver requests daily, achieving productivity goals and meeting service-level expectations to maintain operational efficiency.
- Maintained a 95% Quality Assurance (QA) score by ensuring accuracy and adherence to established review guidelines.
- Utilized Zendesk, Hive, Five9, and internal dashboards to manage case workflows, document decisions, and monitor performance metrics.
- Remote
Customer Support Specialist
IntouchCX
02.2026 - 06.2026
- Resolved account, order, and technical inquiries across multiple channels, enhancing customer experience and satisfaction.
- Delivered multi-channel customer support by resolving account, order, and technical inquiries while ensuring a positive customer experience.
- Managed customer interactions while consistently meeting quality standards and service-level agreements (SLAs).
- Handled customer interactions, consistently meeting quality standards and service-level agreements (SLAs) to ensure service reliability.
- Documented cases and maintained accurate records to streamline issue tracking and support continuous process improvement.
Legal Assistant
Stafi
06.2025 - 01.2026
- Managed client intake processes, evaluating potential claims and applying conversion techniques to onboard active cases effectively.
- Facilitated client communication to gather case evidence, deliver progress updates, and resolve service inquiries promptly.
- Coordinated executive calendars and legal correspondence using law-practice software and productivity tools to enhance daily operations.
Technical Support Specialist
World Connection
09.2024 - 05.2025
- Delivered advanced Tier 1/2 technical support for OpenTech Alliance self-storage interactive kiosks (INSOMNIAC), resolving complex software, hardware, and network connectivity issues.
- Diagnosed and resolved network integration faults, local device disconnects, and transaction hardware failures (card readers, bill acceptors, key dispensers, and touchscreens), ensuring operational continuity.
- Analyzed system logs, transaction data, and bug reports to identify root causes and escalated software defects to engineering teams via Jira, facilitating timely resolution.
- Managed real-time ticketing workflows, client follow-ups, and remote desktop troubleshooting using LiveAgent and RingCentral under strict SLAs, enhancing support efficiency.
Trainer & Team Lead
Alcentra S.A
10.2022 - 08.2024
- Designed and delivered comprehensive training programs for new hires and existing staff on Alder Home Security alarm systems, smart home hardware, and monitoring protocols.
- Coached cross-functional teams in technical support, customer service, billing, and retention to enhance performance metrics and operational quality.
- Evaluated live calls and support tickets, delivering structured feedback and one-on-one coaching to foster continuous improvement.
Customer Service Representative
Telus Digital
12.2021 - 09.2022
- Delivered high-volume omnichannel customer support for Amazon, resolving complex account, order management, and payment inquiries to enhance customer experience.
- Maintained high customer satisfaction and first-contact resolution scores by efficiently navigating internal CRM databases and logistics tools, ensuring timely issue resolution.
- Resolved customer inquiries through multiple channels, ensuring high satisfaction levels with prompt responses.
- Guided customers in utilizing digital products and services, enhancing user experience and operational efficiency.
- Collaborated with cross-functional teams to streamline processes, improving response times for customer support issues.
Customer Service Representative
Conduent
01.2016 - 12.2021
- 1. Enterprise Rent-A-Car (3 Years): Delivered high-volume customer support, managing reservation modifications, rate inquiries, and account resolutions to ensure customer satisfaction.
- 2. UPS Customs Brokerage & Billing (2 Years): Coordinated international shipment logistics and customs documentation clearance while resolving complex account billing adjustments to facilitate seamless transactions.
- Delivered exceptional customer service through effective communication and problem resolution techniques.
- Managed high-volume inquiries using CRM systems to track customer interactions and outcomes.
- Trained new team members on company policies, procedures, and customer engagement strategies.
Education
High School Diploma -
Centro Educativo Integral Guatemalteco
Guatemala 05.2001 -
Skills
Compliance
Quality assurance
Process auditing
Root cause analysis
SLA monitoring
Customer service
Operations
Technical support
Salesforce
Jira
Accomplishments
- Boosted customer satisfaction (CSAT) scores to 95%+ by streamlining escalation flows and dispute resolutions.
- Onboarded and trained 20+ team members across tech support and billing, reducing ramp-up time and increasing operational output.
- Decreased average resolution time by 30% through standardized troubleshooting documentation and effective Jira/Salesforce ticketing workflows.
- Maintained 99%+ accuracy in U.S. health insurance waiver verifications under high-volume daily targets.
Certification
Full Stack Development training (In-Progress)
Timeline
Auditor — Health Insurance Compliance Specialist
Ubiquity
06.2026 - Current
Customer Support Specialist
IntouchCX
02.2026 - 06.2026
Legal Assistant
Stafi
06.2025 - 01.2026
Technical Support Specialist
World Connection
09.2024 - 05.2025
Trainer & Team Lead
Alcentra S.A
10.2022 - 08.2024
Customer Service Representative
Telus Digital
12.2021 - 09.2022
Customer Service Representative
Conduent
01.2016 - 12.2021
High School Diploma -
Centro Educativo Integral Guatemalteco
05.2001 -