Jose DeCasanova

Customer Service Supervisor

ad1g3j@r.postjobfree.com

502-***-****

Summary of Qualifications: Highly motivated and experienced Customer Service Supervisor with a proven track record in effectively managing front-end operations and ensuring top-notch quality standards. Skilled in hiring, training, and mentoring exceptional customer service teams to deliver world-class service. Adept at implementing strategies to drive customer satisfaction and achieving outstanding results. Strong leadership abilities combined with excellent communication and problem-solving skills.

Education: Associate in Computer Science Star Tech, Cinnaminson, NJ Graduation: 1990

•Excelled in coursework related to programming, software development, and computer systems.

Relevant Coursework:

•Certified in Application Entry and Underwriting.

•Extensive company training in Manager Forum, Performance Management, Managing Conflict, Coaching and Developing, Leading for Success, Interviewing for Selection, Core Leadership.

•Completed courses in Principles of Business Ethics and Communications Skills.

•Attended yearly Front-Line Leader Academies, acquiring additional business-related knowledge.

Work Experience: Customer Service Supervisor / Quality Assurance April 2008 - April 2023 Heartland Payment Systems Jeffersonville, IN

Key Qualifications & Responsibilities:

•Effectively supervised day-to-day front-end operations of a busy customer service department, ensuring all advocates processing products and inbound/outbound calls met quality standards.

•Hired, trained, and mentored top customer service agents and front-end staff.

•Implemented ambitious customer satisfaction goals and enabled customer service staff to effectively meet them.

•Created, edited, and altered customer service strategies, policies, and procedures to achieve 97% customer service satisfaction.

•Managed and updated customer service processes and procedures via a WIKI site.

•Conducted weekly and monthly one-on-one meetings with agents, providing daily stats, coaching, and development opportunities.

Key Achievements:

•Awarded "Heartland's Hero Award" in 2016 for leading a team to numerous successes throughout the year.

•Received "Continuing & Advancement Award" in 2019 for collaborating with an international team to create, train, and launch a new call center team.

•Implemented a more effective customer advocate training program, focusing on merchants processing products.

•Successfully reduced customer service staff turnover by 50%.

Customer Service / Frontline Leader - Supervisor March 2006 - February 2008 RxCrossRoads Louisville, KY

Key Qualifications & Responsibilities:

•Provided leadership and oversaw departmental activities of twenty-five associates.

•Managed incoming calls from patients enrolling in a Patient Assistance Program.

•Ensured associates contacted Health Insurance Companies to confirm patient coverage prior to reviewing prescription applications.

•Exceeded patient satisfaction goals in a consistent manner.

•Assisted in training and tutoring new customer service associates.

Key Achievements:

•Earned "Friendliest Customer Service Supervisor" award for all of 2007.

Subrogation Specialist July 2005 - March 2006 Rawlings Group Louisville, KY

•Provided claims resolution to clients, recovering payments completed in error.

Operations Frontline Leader - Supervisor November 1995 - April 2005 Humana Inc Louisville, KY

Key Qualifications & Responsibilities:

•Oversaw departmental activities across multiple teams, including Data Entry, Prior Authorization of Prescriptions, and Medicare Reimbursement.

•Managed a Spanish-speaking team handling medical/hospital/pharmacy claims and benefit questions.

•Met objectives and goals for call servicing and claims resolution for Medicare membership.

•Ensured compliance and quality assurance.

Key Achievements:

•Received "Office Of The President" award in 2004 for recovering over $150 million in Medicare claims processed and paid in error.

•Earned "Star Award" in 2001 for collaborating with stakeholders to create a new Prior Authorization of Drugs team.

Key Skills:

•Complaint Resolution

•Creative Problem Solver

•Exceptional Multitasking Abilities

•Expertise in Deescalating Tough Call Situations

•Strong Team Player

•Effective and Professional Communicator

•Professional Phone Etiquette

•Proven Expertise in Teambuilding & Training

•Demonstrated Patience, Empathy, and Sympathy

•Exceptional Emotional Intelligence and Ability to Recognize and Address Emotions

•Capacity to Maintain Calmness in Stressful Situations

•Consistently Meets Deadlines and Effectively Handles Complex Escalations

Languages:

•English: Fluent

•Spanish: Proficient in both speaking and writing

References: Available upon request

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