Customer Service Representative

JAIME CRUZ JR

Cell: ***/***-****, Email: ********@*****.***

CAREER PROFILE

Proactive and results driven bilingual human services professional with 20 years of experience in management operations and customer service satisfaction.

SKILLS:

Bilingual translator in English and Spanish

Excellent customer service skills

Management

Strong interpersonal skills

Critical thinking

Judgement and decision

Active listener

PROFESSIONAL HISTORY

Athena Consulting 2015 – 9/2017

Certified Bilingual Healthcare Navigator

Silver Spring, Maryland

Conducted education and outreach to uninsured individuals and small businesses. Represented the Connector entity in a professional and knowledgeable manner while assisting public with eligibility determination, plan selection, document retrieval/submission, and application for federal tax subsidies and cost sharing. Distributed information regarding Maryland’s Health Insurance Exchange, including eligibility requirements for Medicaid and Maryland’s Children’s Health Plan (MCHP), and Qualified Health Plans (QHP); and how to enroll in Medicaid, MCHP or QHP in the Exchange. Facilitated plan selection based on the needs of the individual/family or the small business seeking health insurance, assess tax implications and premium and cost-sharing requirements, application submission, renewal and disenrollment processes. Made referrals to appropriate agencies, the Attorney General’s Health Education and Advocacy Unit (HEAU) and the Maryland Insurance Administration (MIA), for applicants and enrollees with grievances, complaints, questions, or the need for other social services. Provided information and services in a manner that is culturally and linguistically appropriate ensuring accessibility for individuals with disabilities throughout Montgomery County.

Montgomery County 311 2015

Customer Service Representative

Rockville, Maryland

Worked in a fast pace inbound call center environment processing services request orders for Montgomery County residents concerning any resources needed from its 37 departments to resolve any issues they may have. Documented incoming services requests and captured data in internal systems. Scheduled bulk and scrap metal pickups, coordinated permitting inspections for contractors or residents, assisted residents with property tax bills and ownership questions. Served as intake processor for Health and Human Services for Medicaid, rental and cash assistance.

United Healthcare Group 12/2013 – 11/2014

Administrative Coordinator/CSR Call Center

Elkridge, Maryland

Managed high volume inbound calls. Provided and explained benefits and authorization information to members/providers. Communicated with clinical team to ensure provider receives a response when necessary. Documented records of customer interactions, recording details of inquiry and complaints. Scheduled appointments for members based on request. Each task and activity conducted with integrity and diligence.

CenterScope Technologies, Inc 7/2005 – 9/2011

Senior Bilingual Technical Information Specialist

Rockville, Maryland

Managed high volume inbound calls. Conferred and analyzed all inquiries and requests in English/Spanish for information from callers for the National Housing and Urban Development (HUD) Resource Center. Responded to customers with information, contacts, and resources available on federal, state, and local government programs to the public in a prompt manner. Served as resource advisor to customers, recommended financial alternatives to homebuyers, homeowners, non-profit community development corporations and faith-based organizations. Guided all affordable housing providers, investors, and small businesses on what federal programs offered start-up capital for economic endeavors. Researched issues for businesses, government agencies, elected officials, tax accountants and attorneys when requested.

Altergarten Las Teresas, Inc. 1991 – 1999

HUD Certified Housing Manager

Puerto Rico

Administered and managed an elderly housing complex of 214 units. Supervised the administrative support staff, maintenance and landscaping crews; secured the best cost effective and efficient bids and contracts for operational needs. Prepared annual budgets, monthly and quarterly reports for the Board of Directors review and submitted them to HUD’s Regional Assessment Manager. Prepared and processed all financial monthly housing vouchers for transmittal. Processed new housing certifications, annual re-certifications and conducted all move-in/move-out inspections. Planned and executed all annual and preventive maintenance inspections of units. Conducted all interviews on new renters and placed eligible candidates on the official HUD Waiting List. Designed, developed and implemented an Operational Manual for the facilities, which was approved by HUD.

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