Customer Service Professional - Remote/Part-Time or Full-Time

Joe Montanez, BA, MBA

**************@*****.*** 480-***-****. Surprise, Az. 85387

Executive Summary

Experienced professional in multiple disciplines specifically with academic instruction, securities, healthcare, project management, data analysis, and regulatory compliance. Seeking a remote customer service opportunity.

Skills

Academic Instruction (Communications, System Analysis, Project Management.

Call Center - Securities, P&C Insurance, Customer Service, Healthcare (process calls from individuals, doctors, pharmacists).

Bilingual – English - Spanish

Compliance (FDA, HIPAA, Aerospace, Pharmaceutical, Criminal Justice)

Quality Assurance procedures.

Web Development (mocks-ups, design, testing)

Vendor Audits (Regulatory Compliance).

System implementations (Agile/SDLC, Six Sigma Process Improvement.

Documentation - Design Specs, Functional Specs, User Guides, Test Plans.

Risk Management (Internal, External), Regulatory Documentation.

Professional Experience

United Health Care – June 2021 – May 2022 Call Center Representative

Processed inbound medical calls while ensuring compliance with medical requirements, insurance, and HIPAA requirements

Addressed day-to-day inquiries, complaints, escalations, and grievances.

Facilitated communication between clients, doctors, and pharmacists.

Resolved inquiries on the first call, enhancing customer satisfaction scores.

American Express - April 2020 – Dec 2020 Vendor Compliance Analyst

Conduct vendor documentation reviews to ensure regulatory compliance.

USAA - May 2019 – Nov 2019 P&C Insurance Call Center Advocate

Processed inbound P&C insurance calls from all 50 states.

Provided clear communication of insurance policies and state requirements.

Vanguard - Sept 2017 – Jan 2018 Securities Call Center Professional

Processed client stock market securities requests.

Knowledge of securities essentials, series 7, securities investments.

Superior Court of Arizona - March 2012 – Sept 2017

Business Analyst/Project Management

Identified world class solutions for complex criminal court projects.

Provide exceptional customer service to internal and external customers

Collaborated with cross-functional teams on criminal court projects.

Knowledgeable of state regulations for business requirements.

Cross-functional team leadership.

Designed judicial court web-based applications.

Established excellent communications with judicial officers/staff/software developers to ensure project deliverables.

Developed and executed test plans to ensure successful project deliverables.

Project end-to-end implementations (SDLC and Agile)

State of Arizona, Department of Education - Jan 2010– Oct 2010

Arizona School Finance Data Analysis Manager

Administration of state funding for Arizona s School and Charter Schools

Providing excellent call center support for Arizona’s School Systems.

Trained Az School Districts on student and transportation data requirements.

Supervised seven-member call center team addressing complex school student Data Analysis and Reporting.

Support of SAIS Student data reporting system, School Transportation.

State of Arizona, Department of Economic Security - Jan 2008 – Jan 2010

Business Analyst III - Division of Child Support Enforcement

Child support application developer - S/W application improvements.

Johnson & Johnson - Dec 1995 - July 2007

Ensured regulatory compliance of medical device projects in Mexico.

Ensured FDA compliance procedures were in place. Coordinated FDA investigations and corrective plans.

Developed compliance protocols and SOPs. Provided compliance training.

Effectively complex compliance training to US and Mexico stakeholders.

Designed and implemented international process improvement project between Mexico and US.

Global Compliance Manager/Director Position Raritan, New Jersey

Developed and approved SOPs, SDLC protocols, and MAPs.

Assisted with the analysis of complaints submitted.

Manage hiring process of system analysts.

Trained staff on FDA regulatory compliance, HIPPA, Electronic signatures.

Performed vendor audits to ensure regulatory compliance.

Academic Instruction Experience

University of New Mexico - Computer Programming

Gwyneth College – Business Analysis, SDLC, compliance.

Raritan College, Raritan, NJ - Regulatory Compliance, Business Analysis.

Johnson & Johnson - HIPPA, Quality Assurance, and FDA compliance

Phoenix College – Business group dynamics, Communications

Education

MBA, University of Texas, 1989, Economics, Organizational Leadership

PhD, Organizational leadership and Emotional Intelligence. 2007

Six Sigma Certification, process excellence, date received 2005

Project Management Certification, date received 2000.

Property and Casualty Insurance License(s), date received 2018

Securities Industry Essentials, Series 7, 2021

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