Customer Service Purchasing Agent

Juan Carlos Ramallo

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

Miami, Fl. 33196

305-***-**** Mobile

*********@*****.***

Objective:

Actively seeking a challenging position where my administrative and customer service skills can be utilized.

Work Experience:

Customer Services Care Coordinator

2019 to Present

MyResposobility are the following

That my Members are happy with the health insurance Responsible to make sure they all the medication up to date Responsible to make sure they have transportation

File any grievance if they not satisfied with their plan 2016 – 2019 United Healthcare (acquired Preferred Care Partners Medical Group), Customer Service Quality/Audit Representative Sr. M&R:

Responsible for all aspects of quality assurance within the Customer Service job family

Conduct audits and provide feedback to reduce errors and improve processes, effectiveness and performance

Define/recommend process improvements to meet current and future customer service needs/standards

Ensure appropriate usage of available resources by agents to respond to callers

Work directly with agents /staff to improve overall performance (focus groups)

Review/monitor results of appeals work and escalate as necessary

Define/document Quality standards (caller interactions, use of applicable call tracking tools 2011 – 2016 Preferred Care Partners Medical Group, Sales Operations Coordinator:

Making outbound calls to Medicare recipients with special needs for potential special election enrollment.

Mail out PCPMG literature to the special needs Medicare beneficiary.

Scheduling tours for the Medicare beneficiary and Sales Representative to visit the centers.

Following up on potential Medicare Sale.

Attending special events at the Medical Centers and explaining the PCPMG product. 1998 – 2009 Coventry Health Plans (formerly HIP and Vista Health Plans), Administrative Services Coordinator:

Managing staff of 7 employees who report to the plans distribution centers.

Coordinating the maintenance of the company vehicles used in the day to day operations.

Coordinating the maintenance of all department office equipment.

Maintain daily and monthly reports of all departmental functions.

Monitor performance of outside couriers and vendors as they relate to corporate services.

Provide purchasing support.

Monitor departmental spending.

1990 – 1998 Physician Corporation of America (formerly Family Health Plan), Purchasing Agent:

Supervising 15 employees.

Responsible for purchasing of all supplies, equipment and furniture for the companies’ headquarters and their 16 statewide and national satellite offices.

Prepare vendor bids.

Upkeep vendor files.

Reconcile invoices from vendors.

1988 – 1990 Williams Printing, Inc., Production Manager:

Oversee production department

Responsible for planning, coordinating and scheduling all job orders.

Maintain files of job orders.

Reconciliation of invoices.

1979 – 1988 Ramallo Brothers Printing, Supervisor:

Supervision of the mini print department.

Responsible for training of new personnel.

Responsible for the maintenance and ordering of materials and equipment. Education:

Electronic Data Processing Institute, San Juan, PR., Associates in Computer Sciences Graduated: July of 1984

Miami-Dade Community College, Miami, Fl., Associates in Accounting Graduated: July of 1979

Reference letters available upon request

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