Jose Landaverde

I like getting to the bottom of a problem.

I’m Jose, a bilingual customer support professional in Houston. I investigate member issues and help people find a clear next step. My experience also includes supporting customers in Paylocity’s payroll and HR software.

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Jose Landaverde

The experience behind the work

  1. Jun 2025 – Present

    HCSC (HealthSpring) — Remote (Houston, TX)

    Bilingual Customer Advocate, Medicare Advantage → Medicare Supplement

    Handling 200+ member calls per month while investigating Medicare claims, benefits, pharmacy, and billing questions; coordinating corrections and following up with members.

    Read the coverage-restoration story

  2. Jan 2024 – Jun 2025

    Bank of America

    Collections Specialist

    Resolved business and consumer account issues, including support in Spanish. Maintained a 100% quality score for seven months.

  3. Sep 2022 – Dec 2023

    Paylocity — Remote

    Account Manager II

    Helped customers use Paylocity’s payroll and HR products, set up payroll batches and codes, and troubleshoot payroll, onboarding, and reports. Handled 100+ client calls per month.

    Explore my SaaS customer-support work

  4. Aug 2021 – Sep 2022

    CVS Health / Meritain Health — Remote

    Customer Service Representative

    Handled medical claims and benefits inquiries in a high-volume environment. Reported 99%+ accuracy while meeting production requirements.

    See my approach to claims inquiries

  5. 2019 – 2021

    Phoenix College

    Academic Advising Assistant

    Supported scheduling, student-record distribution, and enrollment and financial-aid questions.

Clear in both languages

English and Spanish are working languages for me. The goal is to preserve the meaning, explain what is still pending, and make the next action understandable.

Read a bilingual explanation sample

Where I want to contribute next

Healthcare investigation and quality

Investigating claims, benefits, and member-service issues; verifying records and documenting the next action.

Career direction

SaaS customer support and onboarding

Helping customers use payroll and HR software, set up batches and codes, and troubleshoot onboarding, reports, and product questions. This builds on my Paylocity experience.

Career direction

AI review with human oversight

Practicing how to check AI-drafted notes against source records and flag unanswered questions. These are personal exercises using fictional examples.

Learning practice