Customer Service Team Lead
Resume:
Ricardo Estrada
Harlingen, TX *****
***************@***.***
I earned my bachelor's degree in healthcare administration in February of this year from The University of Arizona Global Campus. I am currently studying for a master's degree in the field of Human Resources. I am authorized to work in the US for any employer.
Work Experience
Team Lead BroadPath Healthcare Solutions - Tucson, AZ April 2020 to March 2024
I work from home taking inbound calls where I assist members with issues concerning their plans. Members would only get assistance if they met all verification points on HIPAA. This would apply to members with commercial, employer group, and Medicare plans. One of my responsibilities was breaking down how benefits are covered on their insurance. I would let them know what their copays for different services as many members are on fixed incomes. Besides doing customer service for the members I would also take payments for their premiums. We also work closely with providers to verify member eligibility, claim status, and benefit checks. Members would call for medical advice, but as I am not licensed to give it, I would refer them to the nurse connection for their medical group for further help. I am currently the after-hours and weekend team lead and I've had the position since November of 2021. I make birthday calls to our Medicare members, assist agents with any issues they have, and take escalated calls when necessary. I am in charge when there are no supervisors available. I update weekly stats for the agents on the team and coach agents who do not have high quality scores on their calls. Besides being a team lead I also take calls on the senior line which is where agents call to answer any questions they have about their calls. I provide support and show them where to find the steps to resolve their issue. I would also advise agents how to handle any technical issues they had with their systems.
Customer Service Representative Teleperformance - Brownsville, TX September 2019 to December 2019
Performed customer service for people who had internet service through a company called Hughesnet. I would help customers manage their accounts. Took care of any customer issues they had with their internet connection. Answered all their questions about the service and how it works. I would also help them restore their services by troubleshooting with them over the phone. If I could not resolve their issues I would escalate to a different department.
Customer Service Rep Advanced Call Center - Harlingen, TX April 2019 to September 2019
Provided customer service for Bank of America clients. I would review their accounts for any suspicious activity when it was reported. If anything out of the ordinary was found, I would file fraud claims on their accounts. This meant that their current accounts would be shut down and a new card would be issued.
Customer Service Rep United Healthcare - Harlingen, TX June 2015 to June 2018
Assisted members who were having issues with their medical insurance. Explained plan benefits for both medical and prescription coverage. Contacted providers to rectify any billing issues a member had with their medical claims. I also helped members when they were having issues picking up prescriptions or with mail ordering of their prescriptions. I made updates to a system which worked in real time and would allow members to get their medications. I also worked in the outbound department where we would make outreach calls to members to see if they needed assistance with their coverage.
Customer Service Rep Sears - Harlingen, TX April 2014 to June 2015
Assisted customers in the hardware department with purchasing tools and lawn equipment for their projects or personal use. I would answer any questions customers had about anything they were purchasing. I made sure they left with the right item for the work they were doing.
Customer Service Rep Sears - Harlingen, TX July 2013 to March 2014
Provided help locating parts for their lawn, riding mowers and other appliances. Ordered parts for if they were unavailable in the warehouse.
Customer Service Rep EZ Pawn - Harlingen, TX March 2011 to April 2012 Specialized in buying merchandise of value, making loans to individuals using items they brought in as collateral. Explained the pawning and selling process to the customers. If they did pawn an item, I would advise them of deadlines in which they had to make a payment on their items or lose them.
Customer Service Rep Advanced Call Center - Harlingen, TX June 2003 to February 2005
Took credit card payments for Sears and other companies from customers who were behind on their accounts. This would be done on both inbound and outbound calls. Located customers with these outstanding balances by skip tracing. Once a customer was located a payment was taken or a payment agreement was set up.
Education
High school diploma San Benito High School - San Benito, TX
Bachelor’s Degree – Healthcare Administration. University of Arizona Global Campus
References
Dalia Chavez - 956-***-****
Emily Rodriguez - 956-***-****
Elizabeth Muniz - 520-***-****
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