Gemmark Leonardo Villanueva

I bring over 15 years of diverse experience across technical support, customer service, property management, accounting, billing, and team leadership, making me highly adaptable and well-rounded in handling both customer-facing and back-office responsibilities. My current role as an AI Technical Support Specialist at Zocks AI, a SaaS B2B platform, has allowed me to strengthen my technical expertise by handling real-time customer inquiries through live chat and email, conducting virtual troubleshooting sessions, and supporting onboarding and integration processes. I frequently collaborate with engineering and development teams to resolve escalations, document solutions, and contribute to the knowledge base, ensuring clients receive timely and effective resolutions.

In addition to my technical background, I also have extensive experience in property management operations, specializing in accounting, leasing, billing, and collections. At SBD Housing Solutions, I was responsible for managing tenant communication, processing security deposits, handling delinquent accounts, and ensuring compliance with insurance and leasing requirements. I built strong problem-solving and negotiation skills through resolving disputes, managing payment arrangements, and ensuring accurate financial reporting. My ability to balance empathetic communication with strict adherence to policies ensured both resident satisfaction and business compliance.

Before transitioning into property management, I worked in healthcare billing and collections at Altrua HealthShare, where I managed member contributions, resolved billing discrepancies, and maintained compliance with healthcare regulations. I also served as a Fraud and Dispute Specialist at Capital One, where I investigated fraudulent transactions, processed claims, and ensured compliance with financial regulations such as Reg E and Reg Z. These roles sharpened my investigative skills, attention to detail, and ability to manage sensitive financial information.

My earlier career included positions in technical support with Bell Canada and over 8 years at UPS as a Shipping and Tracking Specialist/Team Lead, where I managed teams, led escalations, and developed training programs. These experiences helped me build leadership, coaching, and process improvement skills, along with the ability to work effectively in fast-paced global environments.

I am highly proficient with tools such as Salesforce, Zendesk, Intercom, JIRA, Rent Manager, Slack, and Google Workspace, and I excel at bridging the gap between technical systems and customer needs. What sets me apart is my combination of technical troubleshooting, financial acumen, and leadership skills, allowing me to deliver high-quality support, improve workflows, and maintain strong client relationships.