Customer Service Manager
Resume:
Alejandro (Alex) Amoles Jr.
Dallas, 75215, Texas, US
Mobile Phone: 214-***-****
E-mail: *********@*****.***
OBJECTIVE
To seek a position where I can use my experience and qualifications to
enhance personal achievement that offers growth and training enabling
me to become a valuable asset to this field.
PROFESSIONAL WORK EXPERIENCE
CCS Medical Farmers Branch, TX
Supervisor of Revenue Cycles Management
November 2012-April 2013
Managed a team of 11 associates to ensure that daily calls were
handled within the appropriate timeframe, associates were responsible
to assist patients with any billing inquires, process and resubmit
claims, entered and verified patient insurance information, collected
outstanding balances on accounts, reviewed and determined patient
eligibility for hardship waivers.
At a management level verified level of income that patients provided
through social security administration after associates received
information from patients.
Worked with RMS to receive updated EOB's and ERN's in order for claims
to be submitted. Processed patient/insurance refunds for private and
commercial insurances, contractual adjustments for Blue Cross Blue
Shield, exported internal and external collections to outside
agencies, real time historical reports in order to forecast expected
call volume and requirements and that schedule adherence was being
followed at all times. Provided daily updates regarding claim
verification to Senior VP of Medicaid/Medicare.
Managed and coached daily with Compliance Audits as well as live
Quality Side By Side Monitoring for entire team. Verified bank
registry reconciliations for payments submitted as well as posting.
Connextions Irving, TX
Coach-Trainer Wellcare PDP Temporary Contract
August 2012 - October 2012
1. Developed courses to meet the training need including
certifications programs. Coordinate training and educational
activities with the approval of client standards.
2. Research and plan training specialized activities and classes
including in enrollments training. Coordinate, schedule and conduct
training activities.
3. Recommend and assist in the implementation of goal and objectives;
establish schedule and methods for providing training service;
implement policies and procedures.
4. Monitor program performance; recommend and implement modifications
to system and procedures.
5. Promote and coordinate specific activities including course
schedules and any specialized training programs being offered.
6. Develop and organize training manuals, multimedia visual aids, and
other educational materials.
7. Maintain records and develop reports concerning new or ongoing
programs and programs effectiveness; maintain records for training
attendance; maintained and file training reports; prepare statistical
reports as required by company and clients.
8. Coordinate completion of LEP, AEP, IEP, and Enrollment certifications.
Aegis Communications Group, Inc. Irving, TX
Telecommunications Services
Operations Manager/Supervisor, COPC Certified
October 2010 - March 2012
Managed 10 to 20 agents and including 3 Supervisors for United
Healthcare -AARP campaign. Coached agents on daily procedures as well
as updating agent's performance. Entering system issues in a trouble
ticket log as well as team exceptions to avoid possible leakage.
Served as lead point of contact for entire call floor in regards to
any system/phone issues agents would encounter. Monitoring and
providing the proper corrections involving agent bi-weekly payroll.
Coached agent's on the importance of providing the correct information
when educating members with account information. Delivered corrective
action plans and disciplinary correctives to agent's that failed to
meet client and company Performance standards.
Lead Supervisor: Managing a total of three supervisors on daily day to
day reports. Provided daily tasks, guidance, and as well as leadership
skills. Also provided feedback sessions along as week as provided
training on the correct way for information to be delivered to their
teams. Coached supervisors on how to deliver and execute attainment
skills to ensure better Quality opportunities.Coached and hosted
Client weekly Performance Calibrations with supervisors.
Recruiting: Performed 2nd Interviews for candidates that applied for
CSR positions within the company. I conducted job eliminations
according to the client's requirements to maintain correct headcount.
Presented offer letters to agent's to those that were awarded
permanent positions with the company.
Workforce Management: Assisted with forecasting of time management for
scheduling and overtime requirements.
Sales Supervisor: Supervisor for sales campaign managed from 10 to 20
sales agents to meet TE%, POS % and Quality % goals.
Healthcare Associates Irving, TX
Healthcare Services
Call Center Manager
October 2007 - March 2010
Duties included- Oversight of day-to-day operations of the front-end
collection /customer service staff, review daily reports to ensure
department progress, individual progress and quality control, provided
support and guidance to staff members, implemented new policies and
procedures, managed 25 employee's, and interfaced with 15 management
physicians, maintained employee schedule times, and payroll, as well
as performance. Managing and interface with physician management,
maintaining call center employees' schedule and time off, accounts
receivable and collections from patients account balances, charge
entry and cancellation entry, provided technical support for phone
system in office. Ensured that physician's revenue margins were met
and maintained patient account information. When agents were in
violation of company standards I placed them on disciplinary
corrective actions.
U-haul Irving, TX
Rental Services
General Manager
October 2005 - September 2007
Managed and scheduling up to 28 employees, maintained employee
schedules, corrected any payroll discrepancies. Ordered supplies,
managed inventory storage facilities, relocated equipment to other
unit locations, managed in house collections, set up storage accounts,
set up storage auctions, provided hitch installation options, truck
rentals, and customer service. Encouraged employee's to drive daily
sales in order to drive daily revenue.
Wisenbaker Builder Services Dallas, TX
Tile Wood Expeditor
February 2002 - September 2005
Supervising contract laborers on daily renderings, scheduling work
sites according to client's demands, paid production and service
tickets, special ordered ensured materials for sales clients,
completed weekly audits inspections.
Forward Air Grapevine, TX
Team Lead Forklift Operator
August 2000 - January 2002
Responsible for loading and unloading hazardous materials onto
trailers, declare value of materials, and assisted customers with
delivery of package items.
EDUCATION
High School
May 2000
SKILLS
COPC Management Certified
9+ Years Of customer Service Experience
5-6 Years of QA Experience
SYSTEM EXPERIENCE
Microsoft, Excel, PowerPoint's, Echlon, Citrix, GPS, iLead, Windows,
PIM, RMS, Collections Processor, Symposium, Outlook Email, and ADR
Processor.
LANGUAGES
English Fluent
Spanish Fluent
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Alejandro (Alex) Amoles Jr.
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