Call Center Legal Intake

Enrique Alvarado

Houston, TX, ***** 832-***-**** ***************.*******@*****.***

Summary

Detail oriented with management experience in case management, call centers, legal intake, insurance, and retail. Computer literate with over 5 years of leadership experience, recruiting for departments and documenting performance. Professionally recognized by colleagues for my effective communication and attention to detail. Skills

● Microsoft Office

● QuickBooks

● Bilingual in English and Spanish

● Analytical Thinking

● Call Center Management

● Legal Intake

● Financial Reporting

● Documenting Behaviors

● Client Contact

Experience

05/2024 - Present

Claims Coordinator Smart Financial Credit Union – Houston, TX

● Managed and delved time sensitive claims alongside the Associate Vendor Manager

● Drafted detailed client information such as First Notice of Loss (FNOLs), motions, and correspondence

● Expressed the same trust, empathy, and priority maintaining a positive client relation

● Advocated for my clients to ensure the correct coverage is implemented with the best affordable care

● Liaised between attorneys and insurance adjusters that streamlined the outcome evaluation with a reduced average time per case

02/2022 - 05/2023

Provider Services Manager Legal Access Plans LLC – Houston, TX

● Promoted to Case Queue Manager for the Provider Services Department

● Negotiated billing and payment with in-network attorneys involving high sensitive cases

● Created templates with schedule of benefits when new groups and policies were presented

● Delegated cases daily to Provider Specialists for the purpose of improving the experience of our members and in-network attorneys

● Expanded the Provider Services Department by recruiting top performers who were qualified for the position

● Evaluated, applied goals, and provided feedback when having one on one discussions with the team daily

● Prepared and presented daily and weekly reports for the team and Director of Operations, tracking key metrics and performance achieving an 87% client-match rate

● Oversaw a team of 35+ in my department

05/2021 - 02/2022

Member Intake Specialist Legal Access Plans LLC – Houston, TX

● Handled high volume inbound and outbound calls

● Interpreted the schedule of benefits to our members based on their group/employer

● Demonstrated empathy to members when dealing with high sensitive legal cases

● Applied and got recruited to be a trainer for new hires

● Corresponded emails from Google members on their expedited cases

● Attained the position of leader in training while in the Member Services Department 09/2019 - 08/2020

Legal Intake Analyst Archer Systems – Houston, TX

● Counseled when dealing with client calls regarding their legal issues

● Structured and reviewed Plaintiff Fact Sheets

● Analyzed Authorizations and Declarations files

● Trained team members to handle new client claims

● Dispatched legal forms to attorneys

02/2018 - 07/2019

Store Manager Journeys Shoe Store – Houston, TX

● Operated store during business hours

● Performed various transactions for customers and employees

● Authorized merchandise orders and shipping

● Oversold various products to enhance sales in our store

● Hired sales associates to expand our team

07/2016 - 07/2017

Business Accounting Intern Memorial Hermann Medical Center – Houston, TX

● Filed and arranged physician agreements up to date

● Arranged new shipment for the marketing team

● Presented new ideas for projects and meetings

● Aided in Excel projects for the accounting team

● Addressed customer service for in and outgoing calls Education:

08/2013 - 05/2017

Alief Elsik High School – Houston, TX

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