Customer Account Manager

• Sep 2021 - Present

Quality Assurance Manager - Latino Division

• Oct 2019 - Sep 2020

• Review all applications submitted by the agents via eApp software. Look for errors or missing information and take appropriate steps to have the corrections made and/or wait for missing information to be provided. • Contact applicants to verify information on the application, from height/weight, medications to bank information. All inquiries are made with the intent that the guidelines for qualifying an applicant have been made. • Work closely with management and agents to provide the… Show more • Review all applications submitted by the agents via eApp software. Look for errors or missing information and take appropriate steps to have the corrections made and/or wait for missing information to be provided. • Contact applicants to verify information on the application, from height/weight, medications to bank information. All inquiries are made with the intent that the guidelines for qualifying an applicant have been made. • Work closely with management and agents to provide the upmost quality of work in the client’s best interest and corporate’s. • Provide training where needed related to the applications, questionnaires and reports. • Review daily verification call reports received from corporate and take needed actions where applicable. Clients might’ve needed additional information regarding the policy before proceeding or requests for cancellations. • Review weekly reports for missing information needed to proceed with the application. From health questionnaire to request for release of medical records. • Review weekly reports to help save the agent’s retention, which also affects the agency’s retention and bonuses. • Review weekly closing totals. Probably the most important report because it shows losses and gains. Here it can be determined where money is being lost and steps to correct it. I would check line by line to make sure that all applications submitted electronically where accounted for, that all adjustments were legitimately requested by the agency, a modified policy or possibly an error. This report also showed payments not going through due to NSF, Closed bank accounts, Stop payments, incorrect bank account info taken down, etc. • Daily contact with corporate from providing corrections to submitted applications, reopening applications with requested info, reinstating applications for continued client coverage, declined applications to assisting on completing policies ready to be delivered but where a signature is required.

Insurance Agent

• Aug 2019 - Oct 2019

Insurance Agent

• Apr 2019 - Jul 2019

Business Account Executive

• Jul 2014 - Jan 2019

• Responsible for maintaining a strong relationship with the customers in my assigned territory. For 3.5 years I managed south Florida and the last whole year I managed the Dallas-Fort Worth metroplex. • Being bilingual I helped coworkers manage some of their customer’s accounts in other territories. • Trained individual/staff of BuyHerePayHere car dealers on how to use our product to best fit their needs by providing tips, suggestions and even informed them of certain state law… Show more • Responsible for maintaining a strong relationship with the customers in my assigned territory. For 3.5 years I managed south Florida and the last whole year I managed the Dallas-Fort Worth metroplex. • Being bilingual I helped coworkers manage some of their customer’s accounts in other territories. • Trained individual/staff of BuyHerePayHere car dealers on how to use our product to best fit their needs by providing tips, suggestions and even informed them of certain state law requirements. • Trained on the various features and provided suggestions as to when it’s best to apply them to their consumers. • Kept close eye on their inventory and units (GPS) coming up for airtime renewal. • Assisted with setting up various reports on their system to automatically be sent to the customer for ease of managing their inventory, units that stopped reporting which needed to be addressed and financed vehicles that might’ve ended in one of the 16,000+ setup impounds. • Assisted with all aspects of how, where and why of the installation process of the GPS. • Tackled any system issues, technical questions presented by the customer and owned the responsibility until resolved. • Monthly quotas were set. Out of 54 months I met my quota 53 times. • Kept a strong relationship with our customer support department and programmers to address customer concerns, suggestions and complaints at the highest level for resolution. • Having a keen eye for detail, helped me, the customers and the company to bring issues to upper management’s attention before they spun out of control into bigger issues. This would prevent from mass hysteria spreading across all customers throughout 4 countries. • My customers weren’t only my bread and butter, they were my business family and I treat all customers as such. Show less • Responsible for maintaining a strong relationship with the customers in my assigned territory. For 3.5 years I managed south Florida and the last whole year I managed the Dallas-Fort Worth metroplex. • Being bilingual I helped coworkers manage some of their customer’s accounts in other territories. • Trained individual/staff of BuyHerePayHere car dealers on how to use our product to best fit their needs by providing tips, suggestions and even informed them of certain state law… Show more • Responsible for maintaining a strong relationship with the customers in my assigned territory. For 3.5 years I managed south Florida and the last whole year I managed the Dallas-Fort Worth metroplex. • Being bilingual I helped coworkers manage some of their customer’s accounts in other territories. • Trained individual/staff of BuyHerePayHere car dealers on how to use our product to best fit their needs by providing tips, suggestions and even informed them of certain state law requirements. • Trained on the various features and provided suggestions as to when it’s best to apply them to their consumers. • Kept close eye on their inventory and units (GPS) coming up for airtime renewal. • Assisted with setting up various reports on their system to automatically be sent to the customer for ease of managing their inventory, units that stopped reporting which needed to be addressed and financed vehicles that might’ve ended in one of the 16,000+ setup impounds. • Assisted with all aspects of how, where and why of the installation process of the GPS. • Tackled any system issues, technical questions presented by the customer and owned the responsibility until resolved. • Monthly quotas were set. Out of 54 months I met my quota 53 times. • Kept a strong relationship with our customer support department and programmers to address customer concerns, suggestions and complaints at the highest level for resolution. • Having a keen eye for detail, helped me, the customers and the company to bring issues to upper management’s attention before they spun out of control into bigger issues. This would prevent from mass hysteria spreading across all customers throughout 4 countries. • My customers weren’t only my bread and butter, they were my business family and I treat all customers as such. Show less

Sales Manager

• Jul 2013 - Jul 2014

• Responsible for assisting customers with their purchase. Look up parts for the appropriate vehicle, inform customers of the different quality parts and their warranties. Find out what’s in their best interest. • Sometimes finding a replacement part wasn’t as easy as looking it up on the system, when the customer has been working on a project car with parts belonging to different makes and models. That was one of the best challenges to me. • Process returns and exchanges. • Do safe… Show more • Responsible for assisting customers with their purchase. Look up parts for the appropriate vehicle, inform customers of the different quality parts and their warranties. Find out what’s in their best interest. • Sometimes finding a replacement part wasn’t as easy as looking it up on the system, when the customer has been working on a project car with parts belonging to different makes and models. That was one of the best challenges to me. • Process returns and exchanges. • Do safe deposits and assist when the armored car came to do their pick-ups. • Count tills at the end of the day and follow closing procedures. • Kept up with facing items on shelves, restocking, updating sales tags and assisted with inventory process. • Provided free services such as testing of the charging system (battery, starter, alternator) on or off the vehicle, check engine light codes, installation of a battery, installation of wiper blades, installation of headlights and sometimes other installations if time permitted. Show less • Responsible for assisting customers with their purchase. Look up parts for the appropriate vehicle, inform customers of the different quality parts and their warranties. Find out what’s in their best interest. • Sometimes finding a replacement part wasn’t as easy as looking it up on the system, when the customer has been working on a project car with parts belonging to different makes and models. That was one of the best challenges to me. • Process returns and exchanges. • Do safe… Show more • Responsible for assisting customers with their purchase. Look up parts for the appropriate vehicle, inform customers of the different quality parts and their warranties. Find out what’s in their best interest. • Sometimes finding a replacement part wasn’t as easy as looking it up on the system, when the customer has been working on a project car with parts belonging to different makes and models. That was one of the best challenges to me. • Process returns and exchanges. • Do safe deposits and assist when the armored car came to do their pick-ups. • Count tills at the end of the day and follow closing procedures. • Kept up with facing items on shelves, restocking, updating sales tags and assisted with inventory process. • Provided free services such as testing of the charging system (battery, starter, alternator) on or off the vehicle, check engine light codes, installation of a battery, installation of wiper blades, installation of headlights and sometimes other installations if time permitted. Show less

Customer Service Supervisor

• Mar 2007 - Jan 2014

• Review adjustment and refund requests from specialists for accurate information and make the appropriate changes or return to the specialist for correction. • Monitor the availability of specialists to take calls during high call volume and assist with incoming calls as needed. • When answering inbound calls, I assist callers with their inquiries or requests. From reconciling patient’s balances, processing payments via online BOA or Paymentsafe, updating demographic information… Show more • Review adjustment and refund requests from specialists for accurate information and make the appropriate changes or return to the specialist for correction. • Monitor the availability of specialists to take calls during high call volume and assist with incoming calls as needed. • When answering inbound calls, I assist callers with their inquiries or requests. From reconciling patient’s balances, processing payments via online BOA or Paymentsafe, updating demographic information, explaining explanation of benefits, printing/faxing itemized statements, submitting claims to insurances, confirming codes and charges for insurances to redirecting callers to the right department or providing other provider’s billing telephone numbers. • Handle escalated calls transferred by specialists. • Assist specialists with difficult accounts or help do research for a resolution and answer questions either in person or via e-mail. • Perform Quality Reviews every Friday by listening to 5 random calls per specialist taken in the past week. Follow a check-list to make sure protocol has been met. • Monitor requests submitted by the specialists through Trac/Stockamp and insure that these reports are completed by the end of the day Friday. • Compose e-mails on changes made throughout various departments to keep my department up to date. • Distribute daily rejection credit card/check report for proper follow-up with the patient and monitor its completion. • Assist in the distribution of faxes, correspondence and patient comment forms (which may include updating address, insurance information, request of an itemized statement, dispute of charges, etc.) and monitoring of its completion. • Reply to emails from facilities, from agencies or other departments in regards to account status, balance verification, etc. Show less • Review adjustment and refund requests from specialists for accurate information and make the appropriate changes or return to the specialist for correction. • Monitor the availability of specialists to take calls during high call volume and assist with incoming calls as needed. • When answering inbound calls, I assist callers with their inquiries or requests. From reconciling patient’s balances, processing payments via online BOA or Paymentsafe, updating demographic information… Show more • Review adjustment and refund requests from specialists for accurate information and make the appropriate changes or return to the specialist for correction. • Monitor the availability of specialists to take calls during high call volume and assist with incoming calls as needed. • When answering inbound calls, I assist callers with their inquiries or requests. From reconciling patient’s balances, processing payments via online BOA or Paymentsafe, updating demographic information, explaining explanation of benefits, printing/faxing itemized statements, submitting claims to insurances, confirming codes and charges for insurances to redirecting callers to the right department or providing other provider’s billing telephone numbers. • Handle escalated calls transferred by specialists. • Assist specialists with difficult accounts or help do research for a resolution and answer questions either in person or via e-mail. • Perform Quality Reviews every Friday by listening to 5 random calls per specialist taken in the past week. Follow a check-list to make sure protocol has been met. • Monitor requests submitted by the specialists through Trac/Stockamp and insure that these reports are completed by the end of the day Friday. • Compose e-mails on changes made throughout various departments to keep my department up to date. • Distribute daily rejection credit card/check report for proper follow-up with the patient and monitor its completion. • Assist in the distribution of faxes, correspondence and patient comment forms (which may include updating address, insurance information, request of an itemized statement, dispute of charges, etc.) and monitoring of its completion. • Reply to emails from facilities, from agencies or other departments in regards to account status, balance verification, etc. Show less

Patient Account Representative

• May 2001 - Mar 2007