JOSE NUNEZ

Howard Beach, NY *****

954-***-**** adzf0b@r.postjobfree.com linkedin.com/in/nunezjlo

To work for an organization that will allow me to utilize my strong customer service skills, experience, and commitment to assist the clients. I strive to be an asset to ensure that the company exceeds its goals, mission and vision. WORK EXPERIENCE:

NYC311 (via Expedient Staffing Solutions, Inc.) New York, NY April 2020-Present Call Center Supervisor December 2020-Present

• Supervise and lead over 200 employees

• Develop and communicate a schedule, goals for performance and deadlines that comply with company’s plans and vision to assess company needs.

• Working with other supervisors and management team members to support agents and maximize customer satisfaction.

• Preparing reports and analyzing data to assist management for the company goals.

• Hiring, training, and preparing call center representatives to respond to customer questions and complaints.

• Conduct bi-weekly one on one sit-downs with agents to achieve and maintain high levels of employee morale and success.

• Contributed to the creation and implementation of the call center structure. Call Center Representative April 2020-December 2020

• Assisted customers, providing options / resolutions in a timely efficient manner.

• Maintained service knowledge to better assist customers with information, comments, concerns, and questions.

• Trained new employees with call handling, distress customers and new technologies

• Followed communication guidelines, policies and procedures

• Upgraded and canceled customer service requests

• Handled customer complaints and provided alternatives and /or solutions to ensure resolutions to complaints.

• Assisted customers in placing orders, canceling orders, and making updates to GetfoodNYC orders Apex Systems - New York, NY April 2020 – April 2022 Case Investigator Supervisor

• Supervise a team of approximately 25 people that collectively performs all functions of Contact Tracing

• Responsible for leadership of team, tracking progress against goals, providing direct supervision, oversight, and mentorship.

• Coordinate the team’s schedules and provide daily remote supervision and troubleshooting.

• Escalates issues from the team to local health department or DOH office point of contact brainstorming and implement solutions.

• In consultation with the Case Investigator, act as primary point person to call with a positive diagnostic test for COVID-19

• Track daily and weekly progress for the team including cases contracted successfully, contacts tracked and monitored and patients and contact support system.

• Perform quality assurance through listening in on calls or recordings of calls and providing coaching for improvement of conversations.

• Analyzes trends in case and contact details, recognizes case issues, proposes solutions.

• Ensures effective communication, acknowledge and awareness of diverse health-related needs and concerns to cases and contacts.

• Analyzes trends in case and contact details, recognizes case issues, proposes solutions appropriately escalates to management.

Queens Health and Hospitals- Jamaica, NY January 1998-January 2018 Finance / Billing Supervisor

• Supervised the Financial Unit which consisted of more than 12 employees

• Obtained authorizations for medical procedures required for insurance claims

• Maintained multiple daily logs for authorizations, timekeeping and training

• Completed annual evaluations for the staff

• Trained employees on several platforms such as Unity, Soarian Financials, OAM and Epic

• Provided refinancing services for patients to resolve outstanding bills

• Guided patients through Medicaid application process and/or other insurance options increasing revenue

• Performed checkout duties such as closing pending visits and scheduling follow ups.

• Obtained prior authorizations for patients for medical services provided in Outpatient Departments SKILLS:

• Customer Service

• Microsoft Office Suite

• Fluent in English and Spanish

• Financial Analyst

• HIPPA Compliant

• IDX

• Salesforce

• SoHo

• Calabrio

ACHIEVEMENTS/TRAININGS:

• NYS Medicaid Training Certified Marketplace

Assistor

• Fraud Abuse Compliance Training

• HHS Connect Training

• Healthcare Financial Management Training

• HFMA Registration- Mastering Patient Access

Online Course

• Technical Career Institute (Diploma 1989)

• QUEST Certified

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