Abraham Lerma
Glendale,AZ
Summary
Experienced Customer Service Representative with over 9 years of experience in healthcare industry. Excellent reputation for resolving problems, improving customer satisfaction, and driving overall operational improvements. Motivated and detail-oriented professional with an AAS in Administration of Justice seeking a position to contribute my experience, knowledge, and skills.
Overview
10
10
years of professional experience
1
1
Certification
Work History
INSTRUCTOR
Maximus
Phoenix, Arizona
03.2020 - Current
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Evaluated account and service histories to identify trends, using data to mitigate future issues.
- Mentored new hires, resulting in stronger staff development and increased productivity.
- Facilitated orientation session covering company culture, policies, procedures, and expectations.
- Gathered and organized supplementary material to support structured lessons.
- Trained new members for customer service team.
MEDICARE ADVANCED RESOLUTION CENTER SPECIALIST
Maximus
Phoenix, Arizona
08.2014 - 03.2020
- Assessed call center trends to identify improvement opportunities and devise forward-thinking approaches to better align processes with intended results
- Researched and corrected regular, advanced and long-standing customer concerns to promote company loyalty.
- Assisting callers during inbound and outbound calls.
- Proficiency in Medicare claims and general inquiries.
- Implemented customer feedback to improve overall service quality.
Customer Service Representative
Maximus
Phoenix, AZ
08.2014 - 11.2018
- Assisted Medicare beneficiaries with general Medicare inquiries, enrollment, claims, and prescription drug coverage.
- Collaborated with internal teams to resolve customer issue with high satisfaction rate.
- Maintained up-to-date knowledge of Medicare regulations and policy changes.
- Followed HIPPA and The Privacy Act laws.
Education
Associate of Applied Science - Administration of Justice
Phoenix College
Phoenix, AZ05-2017
High School Diploma -
Sierra Linda High School
Phoenix, AZ05-2014
Skills
- Strong work ethic
- Excellent Written and verbal communication
- Continuous Professional Development
- Public Speaking
- Collaborative Team Player
- Openness to change
- Proficiency in Word Document, MS Teams, Webex, and Excel skills
Languages
Spanish
Professional
Certification
- Virtual Training Master
Timeline
INSTRUCTOR
Maximus
03.2020 - Current
Customer Service Representative
Maximus
08.2014 - 11.2018
MEDICARE ADVANCED RESOLUTION CENTER SPECIALIST
Maximus
08.2014 - 03.2020
Associate of Applied Science - Administration of Justice
Phoenix College
High School Diploma -
Sierra Linda High School