Michael Cortez
Senior Account Manager at Gabi, a part of Experian- Claim this Profile
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English Native or bilingual proficiency
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Spanish Native or bilingual proficiency
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French Limited working proficiency
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Portuguese Limited working proficiency
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Arabic Elementary proficiency
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Greek Limited working proficiency
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Swedish Elementary proficiency
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Italian Elementary proficiency
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Russian Elementary proficiency
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Chinese Elementary proficiency
Topline Score
Bio
Credentials
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Teacher, Adult Education
Arizona Department of EducationNov, 2022- Nov, 2024 -
Professional Lines Agent-Broker
National Association of Insurance Commissioners (NAIC)Oct, 2020- Nov, 2024
Experience
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Gabi, a part of Experian
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United States
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Insurance
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1 - 100 Employee
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Senior Account Manager
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May 2020 - Present
In this role, I provide a concierge level customer service experience via inbound/outbound calls and email to help clients save money on various insurance lines such as personal home, auto, flood, earthquake, and umbrella insurance. As an account manager, my main focus is with existing clients at their renewal period, or in need of a state-to-state rewrite. ► Interacting with existing clients by answering policy renewal questions, premium increase concerns, and pursuing rewriting policies as a retention tool. ► Work with various insurance carriers and clients to troubleshoot any underwriting issues, renewal billing concerns, and any other service task that came up during the policy renewal period. ► Actively look for savings on behalf of clients and proactively reach out to them to offer renewal assistance and policy reviews. ► Monitor client policies and actively reach out to clients in danger of policy cancellation by offering a policy rewrite if reinstatement was not a viable option. Show less
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Maricopa Community Colleges
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United States
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Higher Education
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700 & Above Employee
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English Second Language Instructor
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Nov 2022 - Present
As a first-year ESL teacher at a local community college, I am utilizing my background in linguistics to provide comprehensive and engaging language instruction to adult learners. My passion for helping students on their language journey is evident in my ability to create dynamic lesson plans that cater to a variety of learning styles and abilities. I am committed to fostering a welcoming and inclusive classroom environment where students feel comfortable taking risks and making mistakes while learning. I am dedicated to providing the support and guidance my students need to reach their full potential. Show less
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Monzo Bank
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United Kingdom
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Banking
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700 & Above Employee
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Customer Service Operations Specialist
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Jan 2020 - Apr 2020
Remote work position Customer support for clients in the European Union The core of this role was providing exceptional customer support using empathy as a foundation when addressing any issues or concerns the users may have. Part of this delicate process involved identifying customer situations, tailoring approaches, and measuring options that best suit the user. Another aspect of this role entailed closely communicating with the financial crimes team and illustrating any patterns or trends on the front line and converting those findings into concise reports. ► Interacted with customers via in-app chat, phone and emails. ► Assisted users with payments-related queries, investigate transfers, help users switch to Monzo, and troubleshot any issues the user may have had. ► Identified all potential and existing account relationships among all lines of business with Sanctioned Persons & Entities and Politically Exposed Persons (PEP). ► Supported users by being a point of escalation for other teams and departments and conveying any potential issues or concerns via written reports. Show less
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McKesson
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United States
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Hospitals and Health Care
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700 & Above Employee
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Case Manager
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Aug 2018 - Jan 2020
In this role, I helped patients save money and improve their well-being by coordinating with payers and insurance companies to secure coverage and benefits for various medications and therapies. I was tasked with conducting my due diligence by verifying insurance coverage for both new and existing patients to process patient prescription orders and requests in a timely fashion while demonstrating excellent customer service to healthcare professionals and insurance carriers. Part of conducting proper due diligence involved working cross-functionally in a contact center environment in order to ensure every detail has been considered for each patient. Accordingly, this role required an understanding of insurance carriers and concepts including drug cards, major pharmacy benefits, and per diem coverage as well as knowledge of government and patient assistance programs. ► Well-versed in Medicare, Medicaid and third-party vendors as well as possess experience with PBM, pharmacy and specialty pharmacies. ► Demonstrated strong attention to detail and demonstrated analytic and problem-solving skills. ► Familiarity with medical billing procedures and dealing with prior authorizations and HIPPA restrictions. Show less
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Cognizant
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United States
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IT Services and IT Consulting
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700 & Above Employee
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Content Moderator
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Nov 2017 - Mar 2018
Trust & Safety This role was a project for a major tech company that involved performing in-depth research and analysis on individuals, platforms, organizations, and social media accounts on regional and global platforms, regarding potentially harmful, dangerous, and contagious content and its Influence operations. Our primary objective was safety of the online community. My scope further encompassed foreign language, data research, and OSINT techniques and resources to provide clients with deep insights impacting operations, targeting, and risk management. I researched, collected, and validated data, integrating intelligence from multiple disciplines, supporting operational assessments to identify, analyze, and evaluate entities and individuals potentially involved in foreign and domestic threats. ► Contributed to current events briefings, as well as briefings regarding emerging and new hate organizations, terror organizations, and their leaders. ► Provided series of recommendations to optimize policy and operational training, and evolve from pure lecture to interactive methodologies. Show less
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Insight Global
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United States
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Staffing and Recruiting
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700 & Above Employee
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GIS Field Operator
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Feb 2017 - Aug 2017
At this time, I worked on a mapping project for a major tech company where I was operating, diagnosing, and repairing proprietary computer equipment, high-end cameras, 3D laser scanners, and software for developing, updating, and maintaining map data for geospatial databases. That involved reading and interpreting maps, aerial photographs and legal descriptions, verifying quality and accuracy of input and stored data, and maintaining suitable metadata catalogue, to improve products, performance and productivity. I traveled to 8 states throughout the project duration. ► Maintained map data and software quality, by interpreting and reporting issues regarding software malfunctions and map data collection. ► Raised accuracy of map database and attributes, by collecting, downloading, processing, interpreting and cataloguing positional information regarding geospatial surroundings and map features. ► Conducted training and mentorship to newly-hired field operators. Show less
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Arizona Daily Wildcat
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Newspaper Publishing
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1 - 100 Employee
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Opinions Columnist
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Jan 2016 - May 2016
Here, I contributed to a motivated, fast-paced team producing media content. That required conducting research, investigating local, national, and international events; and interviewing people. I also fact-checked news and interpreted it in an informative, engaging manner, while adhering to AP-style guidelines. ► Offered creative perspectives and opinions on topics ranging from technology to environmental efforts. ► Instrumentally contributed to pitch meetings to propose and explain chosen topics, methods of research and investigation, continually provide feedback, and receive editorial guidance. Show less
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University of Arizona
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United States
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Higher Education
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700 & Above Employee
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Assistant Retail Supervisor
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Aug 2013 - May 2016
My role here centered on leading the sales and customer service team, and providing training to newly-hired employees. I oversaw inventory management, cashier functions, and store sanitation. Additionally, I managed the inventory database, created product bar codes, and stocked product orders. I conceptualized and implemented a store reorganization plan that relocated at-risk products. My role here centered on leading the sales and customer service team, and providing training to newly-hired employees. I oversaw inventory management, cashier functions, and store sanitation. Additionally, I managed the inventory database, created product bar codes, and stocked product orders. I conceptualized and implemented a store reorganization plan that relocated at-risk products.
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University of Arizona
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United States
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Higher Education
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700 & Above Employee
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Restaurant Chef
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Aug 2012 - May 2013
Here, I demonstrated excellent customer service skills, interacting with customers and taking orders while preparing crêpes, hot and cold coffee, and smoothies. Also, I adhered to general guidelines in sanitation and general cash and credit transactions. Here, I demonstrated excellent customer service skills, interacting with customers and taking orders while preparing crêpes, hot and cold coffee, and smoothies. Also, I adhered to general guidelines in sanitation and general cash and credit transactions.
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Education
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2012 - 2016
University of Arizona
Bachelor's Degree, Linguistics and Anthropology -
2008 - 2012
Mountain Pointe High School
High School, General Studies
Community
