Ivelys Bruno

Contact

* ********* ******

North Brunswick, NJ 08902

732-***-****

addlxd@r.postjobfree.com

Objective

To acquire an office managerial position that utilize my professional knowledge and skills.

Education

Middlesex County College Accounting Major

Edison, NJ

1995

Adult Learning Center

High School Diploma

New Brunswick, NJ

1994

Key Skills

Customer Service

Trouble shooting/Problem Solving

Call Center Operations

Complaint Handling

Reports & Documentation

Right Fax

Calabrio

Microsoft Office

Strong verbal communications and organizational skills

Experience

10/2009 to 12/2019

LogistiCare Solutions, LLC – Edison, NJ

Member Experience Supervisor 02/2017 to 12/2019

Supervised staff, delegated and facilitated daily work.

Audited the staff work and assured complaints were closed and customer service call monitors were scored within our contractual obligations.

Managed daily, weekly and monthly reports.

Organized and assisted in the constructed written instructions and processes for special projects.

Interacted one-on-one with clients to anticipate, avoid and/or produce a permanent resolution to their issues.

Process payroll and monitored paid time off, calculated and approved pay for performance.

Responsible for handling all appeals to grievances, corporate complaints, state complaints, HMO complaints, social media complaints and Better Business Bureau Complaints.

Quality Assurance Specialist 10/2011 to 02/2017

Recorded and initiated the investigations of complaints and inquiries from members, hospitals, facilities and transportation providers.

Worked closely with field investigators to assure the NJ Medical Transportation providers are compliant with state regulations.

Initiated corrected action for Medicaid suspected fraud/abuse. Reported if necessary to the NJ Department of Human Services. Assisted in the training of New Hires

Composed response letters with a final determination and/or resolution to the initial complaint.

Customer Service Representative 10/2009 to 10/2011

Handled a high volume of incoming calls to handle any inquiry of non-emergency or urgent matters and provided referrals to upper management if needed.

Interacted with NJ Medicaid Members, facilities, hospital and social service staff to coordinate medical transportation.

Improved agents’ call taking techniques by monitoring the quality of the calls taken on a monthly basis.

Handled escalated calls when other representatives encountered an issue or anytime Spanish calls presented an issue.

Maintained communication with the medical provider to keep undated Medical Necessity Forms for the member to assure they travel with the correct level of service.

05/2001 to 05/2008

New Millennium Bank – New Brunswick, NJ

Customer Service Representative

Handled all facets of customer service including, processing applications, customer retention, problem resolutions and general inquiries.

Answered high volume of calls in an inbound call center, assisting both English and Spanish.

Processed charge off and duplicate social security report, customer refunds and written correspondences translating between English and Spanish.

Delegated work to other associates and handled escalated calls as a supervisor back up.

References

Available Upon Request

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