JESUS HERRERA

Bilingual Technical Operations Specialist with 5+ years of experience in technical support, billing, compliance, and operations across industries including SaaS, healthcare, telecom, logistics, and education technology. Proven ability to troubleshoot complex technical issues, manage billing processes, and ensure regulatory compliance in fast-paced, high-growth environments. Skilled in working with CRMs, integrations, DNS setups, POS systems, QuickBooks, and data entry, with a strong background in escalation management and cross-team collaboration. Experienced in supporting high-stakes environments, including proctoring LSAT and TOEFL exams, ensuring strict compliance and security. Recognized for a customer-first mindset, adaptability, and problem-solving skills, delivering exceptional support in both English and Spanish.

• Successfully supported high-stakes compliance environments by proctoring exams such as LSAT, GRE, and TOEFL, ensuring 100% adherence to academic integrity standards.
• Resolved hundreds of technical support tickets monthly (DNS setups, POS integrations, CRM workflows, telecom issues) with high client satisfaction scores.
• Improved billing accuracy and compliance in healthcare and logistics by reviewing claims, correcting coding errors, and ensuring insurance/provider eligibility.
• Collaborated with cross-functional teams (engineering, finance, operations) to streamline support processes, reducing recurring issues and improving response times.
• Provided bilingual (Spanish/English) support across phone, chat, and email, strengthening client trust and expanding service reach.
• Consistently recognized for adaptability, time management, and problem-solving in fast-paced, high-growth environments.

• Analytical Skills: Strong ability to identify, troubleshoot, and resolve complex problems efficiently.
• Flexible Availability: Willing to work rotating schedules, including weekends and holidays, to meet business needs.
• Performance Under Pressure: Maintain calm, focus, and productivity in high-pressure or critical situations.
• Accountability & Responsibility: Fully committed to assigned tasks, deadlines, and achieving organizational goals.