Management

Santiago (Sam) Portell

*** ******** ******

Davenport, FL 33837

317-***-**** (cell)

863-***-**** (home)

***********@*****.***

Professional Summary:

Professional team player, assertive, enthusiastic, and organized.

20+ years experience in Customer Service and General Management,

12+ years experience in Property Management and Bookkeeping,

10+ years experience in different Sales fields

Proficient in Microsoft Outlook, Word, Excel and PowerPoint

Extensive experience with VPN secured databases and SQL Plus.

Fluent in English and Spanish

Work Experience:

Diverse Staffing for Dealer Services

Customer Service Representative

October 2nd, 2012 – January 21st, 2013

Dealer Services Corporation / NextGear Capital

Customer Service Representative

January 22nd, 2013 to Present

Work in a Call Center environment working with Dealerships that have

or want to floor vehicles on their lots purchased from Auctions, other

dealerships and individuals. I work with a secured web-based system

consisting of over 12 applications to manage a dealers flooring.

Whether it’s processing a curtailment (partial payment) or processing

the payoff of a vehicle previously funded by NextGear Capital. In the

case of payoffs, the dealer’s vehicle, Certificate of Title is shipped

to the dealer’s office or an address of their choosing. Issues that

arise are not limited to: Tracking missing or titles that were

unavailable for delivery requiring communication with our Auction

Services Dept; dealer’s that were not funded for the vehicle requiring

communication with our Funding Services Dept; dealer’s that seem to be

having problems managing their flooring with NextGear Capital requiring

communication with our Risk Dept; dealer’s requesting an addition

curtailment for a vehicle is due for immediate payoff requiring

communication to our Customer Service Advisors; submitting requests via

OZ to the dealer’s Account Executive requesting that he or she contact

the dealer to resolve an issue; giving dealer’s instructions on how to

resolve a wide range of issues as they pertain to their flooring such

as, vehicles that are not present during a lot audit, vehicles were

sent to be “Put on the Block” at an auction or that may have been sold

at an Auction, and many other different issues that may arise.

Reason for leaving: Moved back to Florida to be close to family.

Wellpoint Corp.

Customer Care Representative

January 2012 – October 1st, 2012

Work in a Call Center environment assisting members and providers with

Health Insurance issues. Wellpoint is the company that handles Blue

Cross Blue Shield and UniCare companies handling Medicaid issuance

issues. Wellpoint is a contracted company to handle "State Sponsored

Business" for Medicaid. In general, worked with Medicaid recipients and

their family members to change their In-Network providers and make

address changes. In addition, I worked with Providers (Dr’s. office’s,

Clinics, Urgent Care facilities, Hospitals, and others), reviewing

claims, checking procedure codes to determine if prior authorization is

required, changing Medicaid Recipients' Primary Physician to their

offices, among other duties. Was assigned to a new contract with the

State of Texas called Blue Cross Blue Shield of Texas handling the

above and working with Spanish speaking members.

Reason for leaving: Better Opportunity

ELM Resources Inc. Oakland, CA

Remote National Priority Service Manager/Representative

March 2003 - February, 2011

Contact with Financial Aid departments at Universities, Colleges,

Lenders, Servicers and Guarantors. Handled inquiries via calls and

emails; provided technical assistance and training as needed to access

the ELM system; provided other technical assistance such as

disbursement information, mapping, encryption keys, etc. to direct

information as requested to the clients Financial Aid system.

Started in the Implementations Dept. and moved to a remote Priority

Services Specialist position. Previously held positions as Manager of

Relationship Manager’s(Top Tier Clients) and Manager of Priority

Services where my team maintained a 96% good to excellent rating

nationwide; performed managerial duties such as monitoring of 20+

employees and their activities, assisted Relationship Managers with

their individual clients; employee reviews, etc. ELM was downsizing

which required flexibility and multitasking in a rapidly changing

environment.

Reason for leaving: Laid-off/Lack of work

Clayton Regency, Clayton, CA 94517

Mobilehome Park Manager

August 2000 - March 2003

Managed all aspects including: Tenant screening, Bookkeeping, Rent

Collections, Prepared and served all legal notices and presented cases

in court when necessary. Maintained property, common buildings and

pool. 200+ space property. Reason for leaving: Better Opportunity

References available upon request.

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