Andres Muniz Vega
Orlando
Overview
40
40
years of professional experience
Work History
Bilingual Customer Service Representative
AssistRx
2024.01 - Current
- Act as first point of contact with patients by carefully evaluating the purpose of the call, carefully assessing their purpose, prioritizing their handling, and triaging the calls if indicated.
- Maintain information regarding Patient Solutions initiatives and explain them to our customers when appropriate.
- Enroll new customers to Patient Solutions.
- Record activities in the patient database and follow up to secure services (such as product training, mailing of promotional materials, etc.) for our customers by contacting physician’s offices, pharmacies, and other external entities to ensure AssistRx is meeting the patient’s needs.
- Complete various special projects as required.
- Performs other related duties as assigned by management.
Bilingual Customer Service Representative
Everise
2023.06 - 2023.09
- Managing incoming calls and customer service inquiries.
- Generating sales leads that develop into new customers.
- Identifying and assessing customer needs to achieve satisfaction.
Senior Assistant Help Desk Technician
DXC Technology / Dedalus Healthcare Systems Group
2017.06 - 2022.06
- Company Overview: QHC Healthcare & All of Us Research Program (NIH)
- Answers help desk IVR telephones, chats, voicemails, or emails for assigned account(s) such as All of Us Research Program (AOU) & QHC Health Care and responds to customer inquiries to ensure customer needs are met.
- Assists customers in resolving technical problems on assigned by providing guidance regarding software and hardware problems.
- Resolves and/or refers more complex technical problems through a defined escalation process including analyzing and documenting client's business requirements and processes; communicates these requirements to technical personnel by constructing basic conceptual data and process models, including data knowledge base materials.
- Follows up with customers to ensure that their inquiries are resolved within the contracted or agreed upon time frame.
- Logs and tracks inquiries using a problem management database and maintains history records and related problem documentation through ServiceNow Software workflow.
- Identifies, evaluates, and prioritizes customer problems and complaints to ensure that inquiries are resolved appropriately.
- Work with Vulnerability Scan and Remediation weekly report including Phishing emails and unwanted emails for the All of Us Research Program (AOU) drafting defect reports identifying problems and shared Cyber Security metrics with team to develop solutions.
- Serve as Document Manager creating Standard Operational Procedures (SOPs) for the AOU program, QHC Healthcare and others, including assisting in developing and modifying systems requirements documentation to meet client and company needs.
- Assists in planning and designing business processes; assists in formulating recommendations to improve and support business activities.
- Developed data management plans to collect, manage and analyze data.
- Managed multiple documentation projects simultaneously while adhering to tight deadlines set by management.
- QHC Healthcare & All of Us Research Program (NIH)
Technology Trainer, Apopka Library
Orange County Library System (OCLS)
2014.08 - 2017.06
- Plan & conduct computer & technology training classes to participants and employees.
- Monitor computer equipment designated for public & employees’ access.
- Track, maintain and report on any range of information or statistics as required.
- Prepare educational materials for computer training for presentations and future classes for participants and employees.
- Participates in meetings with co-workers and clients of the library to gather and document requirements and explore potential solutions for issue at hand or in the future.
Maintenance Technician
Calletano Coll & Toste Hospital, City of Arecibo, Puerto Rico
2011.09 - 2014.05
- Completes tasks without constant supervision.
- Completes work orders in a professional manner, following all acceptable Hospital standards.
- Completes all paperwork related to work orders in the appropriate estimated time frame.
- Troubleshoot equipment problems, repairs, and verifies completed task(s).
- Performs minor building maintenance.
- Maintains the work environment in a clean, neat, and safe condition especially in ER and Operation Room.
- Follows all regulatory guidelines and safety procedures related to their tasks as assigned.
General Coordinator / co-owner
Service Systems, City of Camuy, Puerto Rico
1990.03 - 2014.05
- Maintains staff by recruiting, selecting, orienting, and training employees based on contract.
- Accomplishes staff results by communicating job expectations; planning, monitoring, and appraising job results; coaching, counseling, and disciplining employees; developing, coordinating, and enforcing systems, policies, procedures, and productivity standards.
- Prepare educational materials for computer training for presentations and future classes for participants and employees.
- Assists in developing and modifying systems requirements documentation to meet client needs.
- Participates in meetings with employees & clients to gather and document requirements and explore potential solutions.
College Instructor
National College of Business & Technology, Arecibo Campus
2001.08 - 2003.05
- Teach courses in their subject area of Violence Prevention & Self-Defense to Health-Related Faculties & their students.
- Develop an instructional plan (known as a course outline or syllabus) for the course(s) they teach and ensure that it meets college and department standards including plan lessons and assignments.
- Conduct research and experiments to advance knowledge in their field.
- Serve on academic and administrative committees that review and recommend policies, make budget decisions, or advise on hiring and promotions within their department.
Physical Education Assistant Teacher
Pablo Avila High School – City of Camuy, Department of Education
1993.08 - 1995.05
- Teach physical education to 10th to 12th Grade Students.
- Organization and coordination of recreational and sports programs.
Administration Director of Camuy Training & Production Center
Governor Office: Cuerpo de Voluntarios al Servicios de Puerto Rico Program
1985.05 - 1990.10
- All administration aspects of program.
- Recruitment of Employees and students.
- Payroll of Employees and Students.
- Educational & Recreational activities.
- Job orientation and placement for graduated students.
Education
Information Technology and Telecommunication
National College of Business & Technology
Arecibo, Puerto Rico01.2003
Comercial Administration & Accounting
ICPR Junior College
Arecbo, Puerto Rico01.1987
Medical Assistant Secretary Certification -
Advanced Career Training
New York, NY01.1985
Diverse courses - Customer Service, Security and others
DXC University
Skills
- Problem Solving
- Teaching
- IT interaction
- Administrative
- Microsoft Suite
- Sharepoint
- ServiceNow
- Salesforce
- SOPs Creation
- Maintenance
- Flowcharts
- Keyboard Typing
- Translation
Awards
- All of Us Research Program Recognition Award 1 Year Service Certificate
- Letters of Commendations from OCLS / Recognition as Technology Trainer and Service.
- Instructor of the Year 2004, International Taekwon-Do Federation (ITF)
Timeline
Bilingual Customer Service Representative
AssistRx
2024.01 - Current
Bilingual Customer Service Representative
Everise
2023.06 - 2023.09
Senior Assistant Help Desk Technician
DXC Technology / Dedalus Healthcare Systems Group
2017.06 - 2022.06
Technology Trainer, Apopka Library
Orange County Library System (OCLS)
2014.08 - 2017.06
Maintenance Technician
Calletano Coll & Toste Hospital, City of Arecibo, Puerto Rico
2011.09 - 2014.05
College Instructor
National College of Business & Technology, Arecibo Campus
2001.08 - 2003.05
Physical Education Assistant Teacher
Pablo Avila High School – City of Camuy, Department of Education
1993.08 - 1995.05
General Coordinator / co-owner
Service Systems, City of Camuy, Puerto Rico
1990.03 - 2014.05
Administration Director of Camuy Training & Production Center
Governor Office: Cuerpo de Voluntarios al Servicios de Puerto Rico Program
1985.05 - 1990.10
Information Technology and Telecommunication
National College of Business & Technology
Comercial Administration & Accounting
ICPR Junior College
Medical Assistant Secretary Certification -
Advanced Career Training
Diverse courses - Customer Service, Security and others
DXC University