JOSE N. CASTRO

**** ***** ******* **** .***** City, FL 33567

s6m24b@r.postjobfree.com • 813-***-****

CUSTOMER CARE PROFILE

• CUSTOMER SERVICE • MANAGEMENT • RETAIL & SALES

MEDICARE • CALL CENTER • RESTAURANT.

• Enthusiastic, dependable, responsible, self-confident, leader. Committed to the highest standards of developing and maintaining client relationships with Diverse Customer Care background including Call Center experience, Health Insurance. Bilingual: Fluent in English and Spanish.

OBJECTIVE

To acquire a position in which I can apply my skills, management experience and eighteen years of Customer Care experience.

PROFESSIONAL EXPERIENCE

HUMANA- KY & FL 2006 to Present

Bi-lingual Team Lead

Accountable for developing process improvements, Coordinate day-to-day business, supervise & make sure that the company’s customers receive an adequate level of service or help with their questions and concerns, provide feedback and education to employees suggesting resolutions & ways to handle and resolve complaints while providing the best customer service following Humana and CMS guidelines; also when needed personally follow up case until the issue is resolved. Experience managing billing & enrollment, claims, benefits and pharmacy calls. Accountable for monitoring the QA performance of the team by analyzing, coaching, performing side by sides allowing a struggling associates the opportunity to improve their quality.

Evaluated 18 associates per month, performing over 84 call audits a month.

Bi-lingual Customer Service Representative 2005-06

Responsible for utilizing different everyday Humana’s strategies, systems/tools according to established processes to resolve issues accurately.

Answering approximately 70 inbound calls per day responding to member’s inquiries, maintaining records and resolving issues preserving confidentiality/ HIPPA.

Pizza Hut - KY 2004-05

Store Manager

Experience supervising, managing and scheduling, hiring & evaluating work quality, coaching, inventory & coordinated activities with other managers.

Health & Harvest- KY

Corporation Manager 2000-2004

Supervise, train and schedule hours for employees in the different specialty departments, such as vitamins, produce, meat, and bakery. Oversee ordering, inspection, pricing, and inventory of goods; monitor sales activity; and make reports to store managers. Develop merchandising plans, maintain good customer and community relations address customer complaints, and monitor the store’s profits or losses.

Effective in communicating, motivating and counseling employees including, corrective counseling, goal setting, recruiting and hiring of quality employees.

Bi-lingual Store Manager 1998-2000

Effectively managed thirty employees for six years, maintained all client records, employee records & correspondence. Managed & maintained all areas of payroll, accounts payable/ receivables, human resources, training, interviewing, disciplinary actions, purchasing and sales.

Ability to communicate effectively with various individuals to ensure superior customer service, diffuse conflict situations and assist in problem solving situations.

R & J Income tax office -CA 1995-98

Office Manager

Provided bilingual customer service and keep all client records, training employees in how to fill out different tax forms.