Harry A. Maldonado

*** ***** ***** ***, *** ***, Alameda, CA 94501

413-***-**** • ad17f5@r.postjobfree.com

Versatile professional with a history of success in team-based and leadership roles. Seeking opportunity to leverage ability to internalize policies and procedures to work in an operations role.

Communication: Proven ability to work in cross-functional teams to achieve shared goals and deliver results that exceed expectations. Articulate and analytical; comfortable in fast-paced environments.

Information Management: Skilled in coordinating resources to generate relevant and timely data reports to identify trends and areas of opportunity to develop strategies for maximizing operating efficiency.

Key Strengths: Creative and goal-oriented; adept at liaising between companies and clients to complete short- and long-term objectives. Education

Associate of Science in Business Administration,

Holyoke Community College, Holyoke, MA

Professional Experience

DoorDash & UberEats, San Jose, CA

Self-Employed Delivery Driver (8/2022 - 1/2023)

The Hartford, Windsor, CT (Remote Worker)

Group Benefits Premium Billing Specialist (10/2018 - 9/2022)

● Managed complex and/or high visibility cases, analyzed and researched risks associated with those cases, and recommended appropriate measures to manage risks.

● Investigated and analyzed premium discrepancies between company records and the agents’ and initiated corrective action.

● Communicated timely with the agent and internal departments to ensure discrepancies were reconciled to maximize cash flow and minimize financial impact to the company.

● Led and participated in broker/customer meetings to find solutions to customer issues and problems, as well as negotiated with tact and diplomacy to find a solution that is a win-win.

● Certified mentor who mentored, coached and assisted with the development of the training of staff; reviewed the work of others to check for quality and process consistency.

● Provided technical expertise to internal customers around billing. Documented best practice procedures.

● Led process improvement initiatives to improve productivity, accuracy, and/or customer service. Identified and worked with appropriate resources to address any upstream/downstream impact from process changes/modifications. Claims Technician (9/2016 – 10/2018)

● Assisted multiple lines of business with operations duties

● Analyzed & resolved of both routine and complicated work requests

● Financial transaction processing and regulatory compliance

● Met & exceeded hard deadlines

● Business and IT project work

● Continuous process improvement

● New claim triage and assignment process

Billing Specialist (7/2014 – 9/2016)

Worked with multifunctional teams to fulfill client billing file change requests and attend to policy inquiries. Oversaw routine transaction processing and backend account maintenance. Developed strategies for achieving team and individual quality goals.

● Acted as a subject matter expert to participate in agent training and provided coaching on best practices and standard operating procedures.

● Recognized for high-quality work with multiple awards and earned consecutive 100% quality ratings.

Thing5, Springfield, MA

Team Leader (6/2012 – 7/2014)

Oversaw a portfolio of 10 clients and respective systems to provide troubleshooting and service. Generated data reports to design strategy and action plans. Monitored growth and provided coaching to a team of agents on policies and procedures to optimize performance and create ultimate guest experiences.

● Recognized for exceptional leadership with Team Leader of the Year Award.

● Served as a key point of contact for inquiries, escalated phone calls, and schedule adjustments.

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