Customer Representative Service

Robert Alejandro Godinez Henderson, Jr.

******************@*****.*** +1-919-***-****

Objective: To provide professional services to a professional organization offering the following expertise and experience below

Authorized to work in the US for any employer

Work Experience

• Facility Manager Mental Health

• Access Health Systems 3 and - Durham, NC

• April 2019 to Present

• Responsible for management and supervision of county mental health facility IDD consumers and mental health consumers

• Administrative relationships with state / federal agencies and organizations to enhance client services. Counseling of consumers, behavioral, substance abuse, AA, meetings.

• Consult with doctors and mental health professionals to comply with federal and state-mandated regulations.

• Ensure renewal of client services. Client Transportation scheduling

• Therapeutic documents for patient notes, for outside State and County Review ● Responsible for NC State Inspections of mental health facilities.

• Medication dispensed to mental health consumers, Conflict Resolution and Crisis Intervention, scheduling appointments for patients and recertification of medications, and transportation services.

• Administrative duties, and training of new employees

• Peer support for consumers, scheduling for mental health appointments.

• Senior Facility Manager

• Inez House - Durham County, NC

• April 2019 to July 2022

• Responsible for management and supervision of county mental health facility

• Administrative relationships with state / federal agencies and organizations to enhance client services. Counseling of consumers, behavioral, substance abuse, AA, meetings.

• Consult with doctors and mental health professionals to comply with federal and state-mandated regulations.

• Ensure renewal of client services. Client Transportation scheduling

• Monthly contact with State and County Professional, Medicaid, Vocational Rehabilitation, and State Health Care Systems

• Therapeutic documents for patient notes, for outside State and County Review ● Responsible for NC State Inspections of mental health facilities. Conflict Resolution and Crisis Intervention, scheduling appointments for patients and recertification of medications, and transportation services. Administrative duties, and training of new employees. Peer support for consumers, scheduling for mental health appointments

• Tier 1 Technical Chat Support Customer Service Representative

• United States Federal Postal Service *Temporary Part Time Contract*

• July 2018 to November 2018

• Responsible for responding and processing daily email and chat request from customers regarding their delivery of international and domestic packages.

• Responsible for resetting passwords and usernames for postal accounts held by United States citizens to track daily incoming domestic and international mail.

• Tracked United States International Packages and sent instructions via chat to customers tracking their international packages; entering international customs overseas.

• Processed open and closed trouble tickets for customers.

• Worked from system queue list to resolve customer complaints’ and inquires, responding via chat 90 % of online time and 10 % response via email for customer resolution.

• Interpreted federal guidelines and international regulations via chat from international customers outside of the United States.

• Consistently receiving incoming chat request and incoming emails, navigating between multiple screens.

• Researched United States Federal Postal Service internal website for policy and procedures via Federal electronic system; in order to resolve customer issues.

• Health Care Sales Consultant/ Customer Service,

• Citrix System Technologies - Raleigh, NC

• May 2017 to October 2017

• Corporate Sales Consultant /sales, responsible for selling Citrix software solutions to prospective Health Care organizations in an assigned vertical market.

• Worked collaboratively with customers to correct software issues for Citrix products called Share File and Right Signature.

• Heavy Call Volume 125 calls per day replying to internal customers via chat

• Assigned quotas via acquisition of new customers -through prospecting, of a sales pipeline, and collaborated with Corporate- CEO’s, Directors, and Administrators.

• Responsible for developing a blend of sales opportunities which included both Sales development and self-sourced opportunities booked directly with Client.

• Ability to perform product presentations to customers focusing on sales Achieved sales quotas per KPI departmental goals. Heavy outbound and incoming phone calls daily.

• Sales Consultant & Customer Representative

• Verizon Small Business Sales Consultant @ Infinity Marketing - Raleigh, NC

• October 2015 to February 2017

• Verizon Telecommunications- new FIOS Technology-sales and services, Internet sales, Cable TV, Phone Line services for Small Business in the PA, CT, NY, NJ, MA national calling regions.

• Outbound and Inbound Sales with efficiency and accuracy on Verizon Products.

• Placed Orders obtained via telephone, fax and email. Initiate customer contact and call backs to educate customers on Promotions and new FIOS Technology.

• Processed installation appointments for customers, record data, making corrections to resolve billing issues and completing required follow up on trouble tickets. Tech support for internet, digital phone and cable issues.

• Continue ongoing call backs and reschedule appointments

• Negotiate contracts with Directors, Department Managers, IT Managers and corporate decision makers to assure timely installation of product.

• Educated new customers on Verizon Products such as Cloud Services, included in bundle calling plans. Virus, Firewall, Spam Protection, Video Chat, and Customer Service Script used to trouble shoot internet, cable, phone issues for customer base.

• Health Care Insurance Agent / Navigator/Customer Service

• Blue Cross Blue Shield of Tennessee - Health Care. Gov Market Place - Raleigh, NC

• August 2013 to October 2014

• Interpreted federal eligibility requirements and guidelines for the new federal “Affordable Health Care Act” to American citizens.

• EOB/ Explanation of benefits

• Provided positive and professional customer service to agents, policyholders, doctor offices and nationwide healthcare plans

• Explanation of Benefits regarding health care plans, premiums, incorrect claims, policy issuance center.

• Heavy incoming and outgoing calls

• Bilingual Spanish translations when needed

• Able to work collaboratively across internal departments, outside federal agencies and level pertaining to Medicare explanations and plans for senior customers. Health care Plans via Market Place

• Interviewed benefit recipients at specified intervals to certify their eligibility for continuing benefits, created records, and evaluated personal and financial data.

• Eligibility determination. Consulted with Health Care. Gov call centers to negotiate and advocate in accessing medical health care information and plans for customers

• Senior Researcher Contract Negotiator Bilingual Spanish

• RTI International Research / CDC/ Center for Disease and Control - Raleigh-Durham, NC

• April 2012 to August 2013

• Negotiated and obtained (HIPPA) private health care medical records information for Federal Government for national research project.

• Bilingual Spanish translation for community clinics in Spanish speaking communities.

• Negotiated with, National Healthcare Systems, nationwide, Hospital Administrators, Healthcare Directors, CEOs, Doctors and other healthcare practitioners to obtain national diseases control statistics.

• Conducted Phone conferences for national healthcare organizations; explaining federal CDC project and their participation.

• Coordinated and certified contracts using established CDC policy criteria for participation and payment.

• Managed individual caseloads to complete HIPPA confidential Information.

• Assessed eligibility of potential subjects through methods such as screening interviews, review of medical records.

• Conference calls and daily contact with physicians, nurses, and upper healthcare management teams nationwide.

• Obtained confidential Medical Diagnostic codes and CPT/ICD Codes for the research project.

• Customer Service Technical Supervisor

• Sprint PCS Telecommunications- Cary, NC

• April 2008 to March 2009

• Responsible for training and hiring of new employees and onboarding responsibilities.

• Supervised a team of 20 employees.

• Initiated resolved escalation when needed for customer services reps.

• Monitored team member calls for compliancy.

• Measured employee performance /graded with key metrics such as call abandonment, incorrect information given, and call waiting issues.

• Managed weekly meetings for team members regarding adherence to policies and attendance, and new policies

• Weekly monitoring of customer service representatives voice recordings to give feedback and score KPI guidelines.

• Prepare monthly performance reports to upper management on team performance.

• Responsible for completing payroll biweekly for employee’s payroll.

• Technical support to the team regarding cellular phone issues. of new service, sales and products, promotions and billing, and customer service credit issues

• Mental Health Technician / Night Lead Supervisor

• Durham Family Group Home Family Care Facility

• October 2006 to 2018

• Responsible for management and supervision of county mental health facility IDD consumers and mental health consumers

• Administrative relationships with state / federal agencies and organizations to enhance client services. Counseling of consumers, behavioral, substance abuse, AA, meetings.

• Consult with doctors and mental health professionals to comply with federal and state-mandated regulations.

• Ensure renewal of client services. Client Transportation scheduling

• Therapeutic documents for patient notes, for outside State and County Review ● Responsible for NC State Inspections of mental health facilities.

• Medication dispensed to mental health consumers, Conflict Resolution and Crisis Intervention, scheduling appointments for patients and recertification of medications, and transportation services.

• Administrative duties, and training of new employees

• Peer support for consumers, scheduling for mental health appointments

• Bilingual Medicaid Specialist 11

• Durham County Department of Social Services - Durham County, NC

• April 2006 to October 2006 (Summer Temp Position)

• Established and maintained 800 caseloads for Spanish speaking clients for Federal Medicaid Programs

• Eligibility and redetermination of services,

• Consulted with case workers, mental health professionals, and clients, to approve Medicaid

• Calculated eligibility determination of federal services, Processed applications for client services

• Network with other community agencies to obtain resources for clients

• Interviewed Clients in Spanish and English

• Maintained confidentiality of records related to client’s services and treatment

• Managed administrative federal/state guidelines for compliance and usage of county computer applications to I-Verify client identities, County/Federal

EDUCATION

• Morgan State University – Baltimore, Maryland Business Admin

• Kaplan University- North Carolina State - Medicaid and Wellness- License 2013-2016

• Citrix Technologies-Health Care Consultant Product Software – Training Certificate

• North Carolina State Medication – License- Certification Mental Health Registry

• Blue Cross Blue Shield of Tennessee “Affordable Health Care Act” Certificates and Training

• George Washington University Healthcare Certificates/Patient Advocate Medical Review Board

• Mental Health Case Worker Certificates and Training

• North Carolina State License Medicaid/Health Wellness License State Certified*Affordable

• Peer Support – North Carolina State Certification 2021

• Affordable Health Care Navigator Federal Training Certificates

• Durham County Department of Social Services Medicaid Policy - Training Certificate

COMPUTER KNOWLEDGE

Microsoft Outlook, Excel, Sprint PCS Software, Blue Cross Blue Systems, Federal Health Care.Gov System, Durham County Federal Medicaid Systems, Verizon Technical Software, Time Warner Cable Digital, Internet, Cable Software Applications, SAS Applications, Citrix Health Care Systems Computer Software Applications, and other general software applications. United States Federal Postal Service Computer Systems.

Skills

• Bilingual Spanish Medicaid Specialist II Customer Service & Chat Support

• BCBS Health Care Bilingual Agent Patient Advocacy Medical Review

• Community Recruiter Educational Program Health Care Technology Consultant

• PBS Television Marketing Sales Supervisor Sprint Customer Service Supervisor

• Bilingual Spanish Proficiency Mental Health Facility Manager

• Peer Support Advocate Federal Eligibility Determination

• Contract Negotiations Medical Research

• Crisis Intervention Customer Service Sale Trainer

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