Josue Castaneda
Verified Expert in Support and Operations
Support & Operations Expert
Siguatepeque, Comayagua Department, Honduras
Toptal member since February 17, 2026
Josue combines technical proficiency with exceptional interpersonal skills, bringing bilingual customer service expertise across healthcare and contractor industries. He has coordinated patient appointments and maintained HIPAA compliance while managing SMS campaigns via Twilio and troubleshooting platform issues. Josue delivers organized, efficient support in fully remote environments.
Expertise
- Attention to Detail
- Close CRM
- Customer Support
- Grammar and Punctuation
- Language Education
- Learning Agility
- Problem Solving
- Slack
Work Experience
Customer Support Specialist
Dripjobs
- Managed 50+ daily customer inquiries across CRM, live chat, email, and phone channels, maintaining 95% first-response time within 2 hours during high-volume periods.
- Coordinated communication between 30+ contractors and clients weekly, facilitating project workflows and resolving platform navigation issues to ensure seamless service delivery.
- Processed and documented 200+ customer interactions monthly in CRM systems, maintaining accurate digital records and organized follow-up tracking for quality assurance.
- Executed SMS communications and text messaging campaigns using Twilio, reaching 100+ users per campaign to support customer engagement and platform updates.
- Resolved technical troubleshooting issues for contractors and clients, achieving a 90% resolution rate on first contact through comprehensive platform knowledge and problem-solving.
- Delivered bilingual customer support in English and Spanish, serving a diverse user base and increasing accessibility for Spanish-speaking contractors and homeowners.
- Maintained structured email follow-up systems that tracked 150+ ongoing customer cases, reducing response gaps and improving customer satisfaction through timely updates.
- Handled both inbound and outbound customer communications, proactively reaching out to 20+ users weekly to provide status updates and resolve pending issues.
- Troubleshot platform workflow challenges for 2-sided marketplace users, reducing contractor onboarding friction by providing clear navigation guidance and technical support.
Health Customer Representative
Propio
- Coordinated daily scheduling for 40+ patient appointments, managing appointment logistics and follow-ups to ensure operational efficiency and minimize scheduling conflicts.
- Facilitated communication between medical departments and patients, resolving 50+ cases monthly while maintaining strict HIPAA compliance and confidentiality standards.
- Maintained confidential digital records for 200+ patient interactions using healthcare CRM systems and scheduling platforms, ensuring accurate documentation and regulatory compliance.
- Delivered bilingual patient support in English and Spanish, contributing to high-quality patient experience and improved accessibility for Spanish-speaking patients.
- Managed patient and provider scheduling logistics, coordinating follow-ups and appointment confirmations that improved scheduling accuracy by reducing no-shows and missed appointments.
- Processed patient inquiries and case resolutions across multiple medical departments, achieving timely response rates while adhering to HIPAA privacy requirements.
- Coordinated cross-departmental communication between billing, insurance, and medical teams to streamline patient service processes and resolve complex cases efficiently.
- Tracked and documented patient case status through organized digital systems, maintaining accurate follow-up records and ensuring continuity of care coordination.
- Supported operational efficiency through systematic appointment scheduling and proactive patient outreach, contributing to smooth daily healthcare operations in a remote environment.
Education
Bachelor's Degree in Forestry
University of Forestry Sciences - Siguatepeque, Honduras
Certifications
Teaching English (TEFL/TESOL) Course
International Open Academy
Skills
Tools
Slack, Zendesk, ClickUp, Twilio Flex
Communication
Grammar and Punctuation, Client Communication, Instruction Writing
CRM & Sales Tools
Close CRM
Customer Experience
Attention to Detail, Adaptability
Professional Skills
Cross-cultural Communication, Problem Solving, Learning Agility
Administrative Operations
Support, Documentation
Collaboration Tools
Zoom
Customer Support
Communication
Documentation
Call Notes
Escalations
Impact Assessment Communication
Productivity Suites
Microsoft Excel, Spreadsheet Documentation
Scheduling & Meetings
Scheduling
Other
Customer Support, Language Education, Problem Resolution, Compliance, Artificial Intelligence (AI), Data Analysis, Technical Training, Resource Management, Regulatory Compliance, Stakeholder Engagement, HIPAA Compliance, Healthcare, Email Support, Microsoft 365, Lesson Development, Management, Operations, AI Automation, Operations Management, Agentic AI
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