Customer Service Help Desk
Resume:
ELVIS R. TORRES
Wantagh, NY **793
*****.*.********@*****.***
OBJECTIVE
Seeking a position as a Help Desk Bilingual Spanish Customer Support that will utilize my extensive client support and technical trouble shooting skills or Medicaid Intake Coordinator position. SUMMARY
Customer-focused IT help desk professional delivering premier customer service. Detail oriented with excellent customer service, crisis resolution abilities and time management skills. Attentive to official public and private record-keeping and security. Monitored in Fixed Engine, MS Office, Stratus VOS System, IBM AS400, Data Tape System, Windows, Practice Master System, Star System, Certified CPR AED and Bilingual Spanish. PROFESSIONAL EXPERIENCE
Miller & Milone PC, Hauppauge, NY 4/2014 – 1/2017
Medicaid Eligibility Representative
Medicaid Intake Coordinator in Good Samaritan Hospital. Supported over 10 Clients per day and fielded 6 to 10 calls per Client per day.
Prepared documentation in NY State of Health Market Place portal for Medicaid or Health Plan.
Search in EPACES for Medicaid Eligibility.
Noted and Coded all Clients in Practice Master System.
Knowledge of Hospital account in Star System.
Compliance with HIPAA policies and procedures.
Field Worker position in conducting interviews in Client residence.
Runner position in delivering documents in Federal Government Offices.
Notarized documentation for Clients.
Log all technical issues and sent to Management a Daily Report.
Interfaced and translated Spanish/English for Clients. VIP International of New York Corp. Lynbrook, NY 12/2012 – 2/2013 (Temporary Position) Concierge / Security Guard
Post in residential building complex.
Screens all visitors and provide superior customer service, as arranging for special services.
Responsible for all delivers, such as signing for packages and vendors for tenants.
Conduct consistent check points in building and Fire Watch Duty during the working shift.
Interfaced and translated Spanish/English for tenants. Surge Trading Group Inc. New York, NY 06/2009 - 09/2011 Help Desk Analyst
Supported over 53 clients per day and fielded 10 to12 calls per client per day.
Provided technical support when the trading system went down.
Prepared documentation for new customer accounts.
Created own documentation for logging technical issues and sent to management daily.
Interfaced and translated Spanish/English for customers from Spain and South America.
Often fielded multiple calls at the same time and never put client on hold.
Supervised night and day staff and would often get escalated calls for the overnight. BLMIS, LLC. New York, NY 05/1978 - 03/2009
Help Desk Systems Operator
Supervised staff of four in customer service/help desk capacity.
Prepared documents while troubleshooting for customers daily.
Provided documentation for new customer accounts.
Monitored systems for security purposes.
Served over 85 customers and vendors daily in help desk operations and crises resolution.
Set up and managed multi-line telephone systems control simultaneously.
Coordinated and organized all inventory in the Warehouse.
Repaired all office equipment and machinery.
Interfaced and translated Spanish/English for customers from Spain and South America.
. Backup personnel for the evening help desk and often covered both day and night shifts. CERTIFICATE
Certified Application Counselor (CAC) in NY State of Heath Market Place Notary Public Expires: 5/13/2017
Security Guard License UID: 100******** Expires: 01/16/2015 Security Guard Training Certificate - Eight hour pre-assignment training course Security Guard Training Certificate - Sixteen hour pre-assignment training course Conducted by Advanced Security Training Inc. School Identification Number - 521961 Good Conduct Certificate from New York Police Department # G21204948 Certified American Heart Association CPR AED, Issue Date: 12/16/2012 EDUCATION
New York State High School Equivalency Diploma # F03621648 COMMUNITY AFFILIATIONS
Special Olympics, Wilton, CT – Annual volunteer for Fishing Derby Event in Mervin Meadows Park. Publicolored, New York, NY – Painting inner city school building at New York City. Y.M.C.A. Brooklyn, NY – Coached eleven year old basketball team. Katz Softball Team, Candy Kid League, Brooklyn, NY – Player in the League.
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