Quality Assurance Customer Service
Resume:
PAUL DAVID CERVANTES
COPPELL, TEXAS 75019
*********@*****.*** / 469-***-****
Skills:
Management/Supervisor
Strong Customer Service
Conflict Resolution
Bilingual/Translations
Good Work Ethic
Dependable/Honest
Work Experience
Marketplace Chaplains
Accounting Associate / Contract June 2024 - January 2025
Collections
Accounts Receivable
Updated customer accounts
Assistant to Account Analysts
Account set up, activation and deactivation
Private Chaplaincy
Client Based Spiritual Guidance February 2022 – May 2024
Providing Spiritual support and encouragement for growth to clients dealing with personal and professional issues.
Actively initiating weekly contact through texts, emails, phone calls and meetings
Better Care Insurance Services/American Advisors Group
Call Quality Assurance Analyst / Remote September 2021 – January 2022
Utilizing internal monitoring program ensured client quality requirements were executed
Improved customer care performance by encouraging and coaching agents
Reported to supervisors and upper management daily call quality of agents
Multiple weekly meetings with Sales Management and Director to discuss agents progress and developing trends
Assessed calls for English and Spanish agents
Care N’ Care Insurance
Customer Experience Specialist / Remote
May 2021 – August 2021
Answered incoming calls from members
Assisted members with claim issues and benefit questions
Supported Quality Control Trainers by evaluating incoming Customer Experience Team calls
Bilingual representative as needed
ExactCare Pharmacy
Bilingual Patient Care Specialist / Remote
September 2019 – May 2021
Managed queues of prescriptions requiring refills
Faxed refill requests to provider offices
Contacted prescriber offices regarding outstanding refills ensuring complete patient profiles
Alerted calls to patients for missing refills
Alerted calls to patients to schedule appointments to obtain refills
Maintained accurate prescriber contact information
Maintained accurate patient demographic information
Bilingual Scheduling Representative March 2019 – September 2019
Called and scheduled prospective patients for in-home assessments
Logged scheduled assessments to field representative calendar
Accountable for daily and weekly goals for assessments scheduled
Handled inbound calls from both patients and referral sources
Documented all calls, tasks, and appointments in Salesforce
Monitored and tracked daily assessments, assembled marketing materials, and conducted quality assurance calls
Participated in daily team meetings, training sessions and other ad-hoc meetings as needed
Freelance Ordained Minister
Funeral and Wedding Officiant April 2016 - March 2019
Funeral Officiant
Council families through death of loved one
Meet family, create intimate, personal service resulting in Order of Service
Prepare service
Officiate service on specified date
Wedding Officiant
Meet bride and groom, create intimate, personal service resulting Order of Service
Prepare service
Attend rehearsal, perform mock wedding through Order of Service while instructing wedding party to perfect the service
Officiate service on specified date
The Perfect Light
Inside Sales Assistant September 2015 – April 2016
Set appointments for outside sales group
Received incoming sales calls
Accounts Receivable
Bilingual Representative
Acting Lead in Director’s absence
Aegis/United Healthcare Group
Licensed Insurance Agent September 2013 – January 2015
Processed incoming customer Medicare selection of plan calls
Enrolled new and re-enrolled existing applicants into Medicare plans
Placed outbound Medicare informative calls
Coached newly hired agents during enrollment season
Quality Supervisor March 2012 – September 2013
Supervised, Trained and Coached 7 Quality Analyst positions
Solved issues and questions regarding product
Determined systematic issues and resolutions
Coordinated with operations including regular meetings on trends
Computed and provided daily production reports for department
Encouraged and supported team to reach quotas set by client
Monitored enrollment calls to ensure accuracy and efficiency of agents
Led team by encouragement creating a positive culture
Quality Assurance Analyst March 2010 – February 2012
Oversaw 61 Customer Care Agents regarding Medicare plans
Ensured client quality requirements were executed via internal monitoring program
Evaluated and monitored calls
Encouraged and coached agents improving customer care performance
Reported daily call quality to supervisors and upper management
Contributed to meetings, both bi-weekly progress and weekly call calibration statistics
Customer Service Representative August 2009 – February 2010
Received calls from prospects/members regarding Medicare Enrollment
Solved billing issues
Provided information of benefits, premiums, and co-payments for medication
Translation and bilingual representative
Freelance Ordained Minister 2007-Present
Education:
2013 Licensed Insurance General Lines Agent (September 2013-May 2018)
2007 Ordained as a Minister of the Gospel
1984-1985 Columbia School of Broadcasting
1980-1982 Brookhaven Jr. College, Farmers Branch, Texas
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