Abraham Lerma
Glendale,AZ
Summary
Experienced Supervisor 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
Call Center Supervisor
Maximus Federal
01.2022 - Current
- Tracked progress on projects and provided timely feedback to staff members.
- Provided guidance and direction to subordinates regarding job duties and responsibilities.
- Monitored employee productivity levels on a regular basis to identify areas of improvement.
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Directed and supervised team of 20 or more employees in daily operations.
Technical Instructor
Maximus Federal
03.2020 - 01.2022
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Mentored new hires, resulting in stronger staff development and increased productivity.
- Facilitated orientation sessions covering company culture, policies, procedures, and expectations.
- Trained new hire and tenured customer service representatives.
Advanced Resolution Center
Maximus Federal
11.2018 - 03.2020
- Handled escalated customer service calls from other departments within the organization.
- 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.
- Proficiency in Medicare Part A, Part B, Part C, and Part D.
- Documented all interactions with customers in company internal systems.
Customer Service Representative
Maximus Federal
08.2014 - 11.2018
- Assisted Medicare beneficiaries with general Medicare inquiries, enrollment, claims, and prescription drug coverage.
- Maintained up-to-date knowledge of Medicare regulations and policy changes.
- Followed HIPPA and The Privacy Act laws.
- Maintained a high level of professionalism when dealing with difficult customers.
Education
Associate of Applied Science - Administration of Justice
Maricopa Community Colleges - Phoenix College
Phoenix, AZ05.2017
High School Diploma -
Sierra Linda High School
Phoenix, AZ05.2014
Skills
Call Center Operations Management
Staff Management
Training and mentoring
Interpersonal Skills
Collaborative Team Player
Proficiency utilizing Word Document, Webex, Excel, and Microsoft Teams
Certification
- Virtual Training Master
Languages
Spanish
Full Professional
Timeline
Call Center Supervisor
Maximus Federal
01.2022 - Current
Technical Instructor
Maximus Federal
03.2020 - 01.2022
Advanced Resolution Center
Maximus Federal
11.2018 - 03.2020
Customer Service Representative
Maximus Federal
08.2014 - 11.2018
Associate of Applied Science - Administration of Justice
Maricopa Community Colleges - Phoenix College
High School Diploma -
Sierra Linda High School