Jacob A. Alvarez E-mail: ad2bxq@r.postjobfree.com

*** ** **** ****, ** Cell: 210-***-****

PROFESSIONAL SUMMARY

Results driven individual who focuses on accomplishing organizational goals. Multi-task oriented experienced Customer Service and Retention Representative in the areas of health care Insurance, customer retention, bank and home mortgage. Excellent problem solver with polished soft skills to interact at different levels in the organization. Experienced in customer conflict resolution in various fast paced call-center work environments and motivated policy and procedure writer.

Vendor Management Coaching (Customer Service) Medicare Part D &C

QA Call Monitoring Business Communication Healthcare Insurance

Client Retention Compliance Adherence Customer Service

Conflict Resolution Training and Development Professional Writing Skills

PROFESSIONAL WORK EXPERIENCE

Bounce4Fun 08/2019 – 03/2022

Customer Service Representative

Primary responsibility, assisting in taking customer orders via phone for party rental equipment. Also responsible for maintaining equipment inventory and other duties as assigned.

Aetna Insurance Co. 11/2016 – 01/2019

Quality Consultant

Performed quality assurance call monitoring of service representatives to ensure communication with Aetna representatives met company standards and that accurate information was provided to Members.

Identified as the go-to resource for escalated, or grievance inquiries to satisfy customer service needs.

Created and provided call monitoring reports and escalations to various Stakeholders and Service Support Line of Business Leaders.

Performed customer service on-site observations at vendor sites. Reported trending call topics, and or customer service concerns advised of coaching opportunities with Line of Business Leaders.

Provided coaching and training to less experienced employees.

Acting liaison between Compliance and the Line of Business.

Very strong written and oral communication skills with the ability to influence frontline employees and Leaders.

Customer Service Advocate Representative 10/2014 - 11/2016

Responsible for servicing Members by providing information about Member specific prescription drug plans and explaining different phases of coverage of Medicare prescription drug plans. Capable of effectively educating Member clientele and providing information for enrollment, and disenrollment processes. Reviewed member accounts to communicate status to members, and take payments as needed.

United Healthcare 06/2014 - 09/2014

Customer Service Advocate/Health Advisor

Advised members with health care needs by answering questions about member health plan benefits, utilizing knowledge of available services and products while adhering to HIPAA privacy standards.

Reach out to healthcare providers to resolve billing issues, request additional information for members, or schedule appointments for members. Educated members on health products and reference resources for members to access and review their benefits and medical claims.

Sears Holdings Sears Roebuck & Co. 02/2013 – 04/2014

Repair – Proactive Specialist / Case Manager

Follow up with customers on parts order status updates and, or service notifications on part order delays via outbound calling and e-mail communication. Conduct surveys by doing follow-up calls in order to obtain customer feedback on overall service experience.

Handle and create cases for escalated customer complaints, specialize in problem resolution, and keeping customers informed with updates with status of parts or scheduling of service appointments.

Training Advocate for Retail Support Department 11/2011 - 02/2013

Responsible for providing support, direction, assistance to new call agents, and assisting the Manager assigned to the nesting and transition program for the Retail Support department in call center. Assists trainees in the transition from the training environment to the call floor by coaching them with soft skills.

Used call system and handling expertise to provide guidance on proper management of customer situations and sales opportunities, and maintained current relevant knowledge available through training sources. Identified opportunities for improvement based on observations in transition and nesting.

Wells Fargo Bank (Mortgage) 09/2010 - 08/2011

Home Preservation Loan Specialist (HPS)

Responsible for assisting customers with their mortgage loan options during their financial hardships. Managed borrowers’ loan portfolios seeking a solution to their financial hardships through loan modifications. Managed a customer base pipeline by created and maintaining a document file for each customer entering in Loss Mitigation.

Effectively communicated, mitigated and escalated customer file issues to Group Leaders, Managers, and Underwriters in order to resolve those issues. Analyzed housing, credit, and income information to identify and recommend options for customers and communicated terms and conditions of workout solutions available to them.

EDUCATION

North West Vista College, San Antonio, TX

San Antonio College, San Antonio, TX

Earl Warren High, (High School Diploma) San Antonio, TX

Holy Cross High, San Antonio, TX

SKILLS

Fluent in Microsoft Office 2010 and MS Office 365: Word, Excel, Outlook, and PowerPoint, Customer Information Database Applications, Work Tracking Applications. Pipeline reports, Fidelity, CPI, IAM, Inter and Intranet Email and Skype IM fluent. Simultaneous operate phone system and various applications with dual monitors. Excellent interpersonal and communication skills. Capable of working remote or hybrid.

ACCOMPLISHMENTS

Recognized for Creative and Professional Writing

ABX Six Sigma Yellow Belt (Aetna Business Model incorporating Lean, Six Sigma and methodology)

Aetna Member Service Organization (MSO) Monthly Newsletter photographer and writer

Recognized as Top Quality Performer - Wells Fargo

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