Roberto Alejandro Licano
CRM Specialist at RetireMed- Claim this Profile
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Spanish Full professional proficiency
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English Full professional proficiency
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French Elementary proficiency
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Italian Elementary proficiency
Topline Score
Bio
Credentials
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Trained Mentor
Mentor CollectiveFeb, 2021- Nov, 2024
Experience
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RetireMed
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United States
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Insurance
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1 - 100 Employee
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CRM Specialist
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Jun 2022 - Present
I expertly facilitate CRM software usage to enhance sales, customer service, and marketing efforts. I manage, analyze, and interpret data to support strategic decision-making and provide insight. Under the guidance of the CRM Manager, I oversee CRM data governance, manage system updates and security, and offer end-user support and training. I optimize CRM features and benefits, generate and interpret data, and ensure data integrity, reliability, and accuracy. I work with multiple teams to improve customer care, sales, and marketing based on CRM data. I also develop and provide training, troubleshoot errors, and maintain supporting documentation. Show less
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Wittenberg University
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United States
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Higher Education
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400 - 500 Employee
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Business Analyst
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Dec 2021 - Apr 2022
As a Business Analyst at Wittenberg University, my primary responsibilities included conducting data analysis, generating reports, and making recommendations to support decision-making processes.Conducted data analysis to identify trends, patterns, and opportunities for improvementGenerated reports and presented findings to stakeholders in various departmentsMade recommendations for process improvements based on data analysisCollaborated with cross-functional teams to develop and implement solutionsParticipated in budget planning and tracking to ensure financial accountabilityConducted market research and competitor analysis to identify opportunities for growthDeveloped and maintained relationships with vendors and external partnersStayed up-to-date with industry trends and best practices to inform decision-making processesContributed to the development of strategic plans and goals for the university. Show less
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Residence Life Operations & Event Coordinator
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Feb 2021 - Dec 2021
As the former Operations Coordinator for Student Development & Residence Life, I managed the Res Life website, coordinated with the Business Office, generated revenue, and maintained security and key management. I also supervised student workers, updated weekly reports, and utilized event management software for consistent execution of activities. With exceptional business analytics skills and a comprehensive knowledge of campus buildings, I was a valuable asset.Managed Res Life website and coordinated with Business OfficeGenerated revenue and maintained security and key managementSupervised student workers and updated weekly reportsUtilized event management software for consistent execution Show less
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KAV Health Group
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Dayton, Ohio, United States
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QA Auditor & Administrator
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Jul 2020 - Dec 2020
As a CDCA Counselor, I curated caseloads for 15 counselors, overseeing QA audits for up to 150 client-counselor encounters daily. Utilizing OMHAS guidelines, I developed organizational models and conducted audits to enhance client retention, compliance, and quality. I proposed and established a client/counselor tracking binder and overall data management process, further increasing efficiency. I wrote the mission statement and vision for KAV Health Group and implemented new guidelines for telehealth/telemedicine group therapy sessions during the Covid-19 pandemic. I conducted intakes for new patients, managed insurance and payments, and provided exceptional customer service. I trained CDCA, LCDC II, and LPC counselors on RxNT, a medical record software. Additionally, I maintained accountability for conducting marketing and referral intakes for new patients while executing initial biopsychosocial assessments and case management severity of need evaluations. My expertise in organizational and auditing processes, coupled with my customer service and leadership skills, would make me a valuable asset to any healthcare organization. Show less
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STATE LINE TREATMENT SERVICES, LLC
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United States
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Hospitals and Health Care
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CDCA I (Chemical Dependency Counselor)
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Oct 2019 - Jul 2020
As a Substance Abuse Counselor, I conducted individual and group therapy sessions using various techniques, including CBT, DBT, and motivational interviewing. I initiated new initiatives to enhance client outcomes, such as implementing Zoom sessions during the Covid-19 pandemic. I managed administrative tasks, such as maintaining client files and conducting marketing and referral intakes for new patients. I completed clinical documentation and conducted initial biopsychosocial assessments and case management severity of need evaluations. I adhered to internal and SAMHSA policies and procedures for maintaining client case records. Additionally, I engaged in ongoing education and training to achieve the CDCA Phase II designation. Show less
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South Community
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United States
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Mental Health Care
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100 - 200 Employee
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BA, QMHS 2+, & Advanced Case Manager
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Sep 2018 - Oct 2019
During my tenure as a Case Manager at South Community Inc. from 2018-2019, I provided extensive mental health care and Case Management services to a high-need population in Montgomery County. With a Case load of over 120 individuals, I was recognized as one of the top performers due to my developed social work competency skills, behavioral health skills, and Case Management expertise. As a QMHS with a 3-year BA degree and 3-year certification, I demonstrated my commitment to ongoing education and training, and a dedication to improving the lives of those in need. Additionally, I held a Certified Psychiatric Rehabilitation Practitioner (CPRP) certification and was certified in Crisis Prevention Intervention (CPI) as well as First Aid. I also completed extensive training in Cognitive Behavioral Therapy (CBT) and other evidence-based therapies to further enhance my skills in providing mental health care and case management services. Show less
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Homefull
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United States
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Non-profit Organizations
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1 - 100 Employee
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Case Manager
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Aug 2017 - Aug 2018
As a Community Case Manager, I honed my behavioral health and clinical skills to provide quality care to clients with mental illness. I was able to successfully rehouse over 75 homeless women in Greene and Montgomery County, while also exercising life-saving actions and triage skills in a fast-paced homeless shelter. I acquired QMHS certification and maintained a case load of over 100 clients. Additionally, I provided new employees with orientation and guidance to help develop their organizing skills. My responsibilities included clerical duties such as maintenance of medical and clinical triage spreadsheets and data, scheduling for providers and clinicians with patients, and maintenance of client records. I also conducted marketing and referral intakes and performed initial Biopsychosocial Assessments and Case Management evaluations. Show less
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Premier Health Partners
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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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Assistant Manager/ Team Leader
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Jan 2016 - Aug 2017
As a Head Chef at Miami Valley Hospital, I managed and oversaw all culinary positions within the Patient Food Services division, and led a team of approximately 70 individuals. I empowered and trained new employees to ensure the highest standards of performance, and overhauled our training program while writing a new Culinarian's education manual. As a supervisor for evening shifts, I delegated duties and schedules, coordinated food orders, and oversaw food prep, cooking procedures, and proper plating, ensuring appropriate temperatures to promote food safety per all local and internal guidelines. I engaged hospital leadership to assist with problem-solving, ultimately achieving high output from staff and exceptional patient satisfaction. Show less
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Kettering Health
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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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Junior Sous Chef
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Mar 2015 - Mar 2016
As a Sous Chef, I motivated and trained new employees, maintaining a high standard of performance as Lead Cook for Patient Food Services. I collaborated with hospital supervision staff to coordinate problem-solving while supervising food prep and cooking, monitoring plating and temperature, establishing portion sizes, and ensuring compliance with safety practices. My hard work and dedication were recognized with multiple awards, including winning eight awards as part of the Taste of Greene County competition. I advanced to Sous Chef II, expanding my skills and expertise while maintaining a strong focus on sanitation and safety standards in the kitchen. Show less
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Miami Valley Hospital
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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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Culinary Member, Patient Food Services
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Jan 2014 - Feb 2015
As a current member of Miami Valley Hospital/Premier Health Partners, and the Patient Food Services team, I have adopted a complete understanding and passion for the vision and mission that is held at Nutrition Services under Erin Seiter. Working together with Team Leads, Supervisors and my peers I have gained strides in implementing communication systems, developing new policies and providing new ideas to push our agenda forward. I believe the initiative I have taken has been well received and during evaluations and acknowledgments my team work and dedication have shined. Show less
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Chili's
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United States
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Restaurants
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700 & Above Employee
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Culinary Leader
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Aug 2009 - Jan 2014
As a Senior Cook at Chili's, I honed my team organization, cooking, and training skills. I maintained exceptional sanitation standards, adhering to Ohio Uniform Food Safety Code. I ensured proper equipment maintenance and spearheaded improvements to line efficiency, food cost control, and training programs that drove revenue and customer satisfaction. As a Senior Cook at Chili's, I honed my team organization, cooking, and training skills. I maintained exceptional sanitation standards, adhering to Ohio Uniform Food Safety Code. I ensured proper equipment maintenance and spearheaded improvements to line efficiency, food cost control, and training programs that drove revenue and customer satisfaction.
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Aflac
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United States
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Insurance
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700 & Above Employee
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Insurance Agent
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May 2004 - Aug 2005
Produced sales leads for regional agents, assisted in underwriting and production, and gained experience in corporate claims litigation. Key achievements during this role include: Generated sales leads for regional agents to increase new business acquisition Assisted in underwriting and production to ensure policies were issued efficiently and accurately Gained experience in corporate claims litigation to effectively manage claims and provide support to clients Produced sales leads for regional agents, assisted in underwriting and production, and gained experience in corporate claims litigation. Key achievements during this role include: Generated sales leads for regional agents to increase new business acquisition Assisted in underwriting and production to ensure policies were issued efficiently and accurately Gained experience in corporate claims litigation to effectively manage claims and provide support to clients
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Education
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2016 - 2020
Berklee College of Music
Bachelor's degree, Music Production and Engineering -
2001 - 2012
Wright State University
Bachelor of Arts (B.A.), Humanities/Humanistic Studies -
2004 - 2005
PMG Licensing School
Ohio Life & Health Insurance License, Public Health
Community
