Michael Alcala

**** ********** **.

San Antonio, Texas 78210

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

E-Mail: ady7he@r.postjobfree.com

Career Overview

Highly enthusiastic customer service professional with many years of client interface experience.

Core Strengths

Active listening skills

Seasoned in conflict resolution

Sharp problem solver

Courteous demeanor

Inventory control familiarity

Customer service expert

Adaptive team player

Customer Assistance

Worked with company systems such as Live Support and diligently completed all assigned tasks, working overtime as needed.

Customer Service

Researched, calmed and rapidly resolved client conflicts to prevent loss of key accounts.

Customer Interface

Greeted customers upon entrance and handled all cash and credit transactions.

Assist customers over the phone regarding store operations, product, promotions and orders.

Work Experience

October 2021 to present

Wellmed

Pharmacy Coordinator

Attach criteria and review pending Prior Authorization cases before tasking to a Nurse or Pharmacist. Outbound calls to clarify information from providers.

October 2017 to October 2021

United Health Care – 2600 Northwest Parkway San Antonio, Tx

Advocate4Me

Respond to and resolve, on the first call, customer service inquires and issues by identifying the topic and type of assistance the caller needs such as benefits, eligibility and claims, financial spending accounts and correspondence

Help guide and educate customers about the fundamentals and benefits of consumer-driven health care topics to select the best benefit plan options, maximize the value of their health plan benefits and choose a quality care provider

Contact care providers (doctor’s offices) on behalf of the customer to assist with appointment scheduling or connections with internal specialists for assistance

Assist customers in navigating myuhc.com and other UnitedHealth Group websites and encourage and reassure them to become self-sufficient

Promoted to Tier 2 Representative in 2021

February 2015 to July 2017

Carenet - Brooks City Base San Antonio, Tx

Engagement Specialist

Responsible for delivering outbound/inbound, member outreach and engagement calls.

Accomplishment: I am a top tier performer in every program I am assigned. I have experience with training, assisting and shadowing new hires and veteran team members. My co-workers know that I can provide prompt and concise information to any question they may have. I have received recognition for my superb quality from my supervisors and leads. As commendation for my hard work I have always received a bonus for the quality of my calls.

June 2014 to August 2014

ILD Communications san antonio, tx

customer service representative

Assisted callers with tech support and payment options for government assisted cell phones.

November 2013 to April 2013

Cvs Pharmacy San Antonio, TX

Cashier

November 2012 to September 2013

Heb San Antonio, TX

customer service representative

Assisted customers to their cars, bagging and cart retrieval

January 2012 to April 2012

Lowes San Antonio, TX

Representative of the tools department - temporary

Responsible for customer assistance and sales

November 2012 to December 2012

Ups San Antonio, TX

Helper - Temporary

January 2011 to August 2011

Infonxx/KGB San Antonio, TX

411 Representative

411 Operator.

Assist callers with business and residential numbers.

Assure each call is received in a timely fashion.

August 2010 to November 2010

Rent 1st San Antonio, Tx

Representative

Assist customers by offering information, and payment options.

Telemarketing, Payments by phone, Customer reminder.

Deliveries and installation, Repossession and collection.

February 2010 to August 2010

AAFES - MCSS

Warehouse Receiver

Unload trucks and enter merchandise into inventory, then stock in appropriate place.

Transfer merchandise and special orders internationally.

Deliver merchandise around base.

February 2009 to February 2010

AAFES - BX

Custodian

Keep food court safe and sanitary for customers.

Customer assistance.

Basic janitorial services.

Educational Background

2012 Palo Alto College San Antonio, TX

Associate of Arts - Liberal Arts

2006 South San Antonio West Campus High School San Antonio, Tx

diploma

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