Berlin Duarte
Buckeye
Summary
Work Experience
Overview
19
19
years of professional experience
Work History
Department for Medicaid Services Supervisor
Conduent
Lexington
11.2023 - Current
- Supervised daily operations and ensured compliance with company policies.
- Trained and mentored new employees on workflow procedures and safety practices.
- Coordinated team schedules to optimize productivity and resource allocation.
- Conducted performance evaluations to assess staff skills and development needs.
- Provided guidance and direction to subordinates regarding job duties and responsibilities.
- Complied with company policies, objectives and communication goals.
- Conducted weekly meetings with team members to discuss upcoming tasks and project deadlines.
- Tracked progress on projects and provided timely feedback to staff members.
- Fostered a positive and motivating work environment, leading to an increase in team morale.
- Assist with the Employee Engagement Committee group in coordinating the department newsletter, ensuring timely completion and distribution.
- Developed and distributed departmental surveys to gather feedback, contributing to improved employee engagement initiatives.
Healthcare Operation Manager
Valor Global
Phoenix
02.2022 - 11.2023
- Determines call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews.
- Develops call center systems by developing customer interaction and voice response systems, and voice networks; designing user interfaces; developing and executing user acceptance test plans; planning and controlling implementations.
- Maintains and improves call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; installing upgrades.
- Accomplishes call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.
- Meets call center financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.
- Prepares call center performance reports by collecting, analyzing, and summarizing data and trends.
- Maintains equipment by evaluating and installing equipment; developing preventive maintenance programs; calling for repairs; evaluating and implementing upgrades.
- Maintains professional and technical knowledge by tracking emerging trends in call center operations management; attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies.
- Accomplishes organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
- Supervised day-to-day workflow of employees in order to maximize productivity and maintain quality standards.
- Collaborated with team leaders on quality audits.
HEAplus Customer Support Senior Supervisor
Xerox/ Conduent
07.2017 - 02.2022
- Primary Role: Agent Development/ Train and Develop New Supervisors
- Coaching
- Oversea email and chat department for our contact
- Daily Incidental Coaching (such as Invalid Transfers, NVRA5 Errors)
- Weekly 1 on 1 Coaching
- Monthly Scorecards
- Assisting agents with their questions and concerns
- Take supervisor escalations calls.
- Help develop new agents with supervisor guidance
- Assist supervisor in team meeting with ideas and relay information to agents
- Work with 2-3 agents monthly to help agents improve on overall performance
- Develop and execute a plan for my team monthly. Document all actions and outcomes.
- Assist any of our staff with technical issues
- Payroll for my whole team (18 to 23) agents
- Identify & support transformational projects with total incremental savings of $200,000
- Drive improvements in productivity KPI (i.e. LPR, BTP, Contacts)
- Develop and implement succession plan for your role and key roles on your team
- Confirm and submit terminations for agent with HR
- Assist our staff with personal case status on their benefits
- Track and submit FMLA paperwork
- Achieve 95% of all contractual SLA’s
- ICBM
- Review program for stats on Team
- Monitor daily Availability
- Get Leadership training
- 2020 Commitment – Continue to develop my leadership/supervisor skills. With new resources and guidelines for Covid
- Pathways (degree) 4,434.5 points
Customer Service Tier II/Team Captain
Xerox/ Conduent
01.2017 - 07.2017
- Coaching and providing feedback to the agents in order to achieve their individual and team performance goals.
- Assisting agents with their questions on the floor.
- Take supervisor escalations calls.
- Help develop new agents with supervisor guidance
- Assist supervisor in team meeting with ideas and relay information to agents
- Work with 2-3 agents monthly to help agents improve on overall performance
Customer Service Specialist
Xerox / Conduent
01.2016 - 01.2017
- First call resolution call center.
- Provided excellent customer service and demonstrated advanced problem solving skills.
- Ability to navigate through multiple computer applications with speed and accuracy.
- Working to support customer with their accounts.
- Ability to work with customers to resolve inquiries.
- Provide troubleshooting assistance to customers.
- Ability to accept and implement coaching and feedback in order to achieve individual and team performance goals.
- Maintain a high level of world class customer service/professionalism to a wide range of customers.
- Recommend services that the best suit the customer.
- Ability to read and interpret documents.
EVS Associate
Banner Health Hospital
06.2014 - 01.2015
- Data entry.
- Inputting patient’s information into files.
- Keeping records organized.
- Performed specialty cleaning and infection control functions in specialized areas such as clinical areas, surgical suite, Cath lab, specialty rooms, and experienced associates.
- Provided leadership for less experienced associates.
- Made copies of insurance information and patient’s id.
Assistant Manager
Carl’s Jr
03.2007 - 07.2012
- Timely and punctual on attendance.
- Consistency performed 10 steps of quality service.
- Demonstrated and promoted teamwork.
- Maintained personal grooming and appearance at all time.
- Completed required paperwork accurately and timely per company standards.
- Created a safe environment for the store.
- Maintained adequate cash supply in cash drawers in multiple checkout stations.
Education
High School Diploma -
Dobson High School
Chandler, AZ05-2008
Skills
- Great listening and communications skills
- Customer Service Skills
- Microsoft Office Suite
- Bilingual Spanish/English
- Familiarity with customer service procedures
- Flexible in scheduling
- Prepared, organized and prioritized multiple tasks
- Demonstrated ability to confront complex issues
- Ability to work in a team
- Ability to work under pressure
- Performance evaluation
- Team coordination
- Staff supervision
- Leadership development
- Training and mentoring
- Public speaking
- Quality control
Timeline
Department for Medicaid Services Supervisor
Conduent
11.2023 - Current
Healthcare Operation Manager
Valor Global
02.2022 - 11.2023
HEAplus Customer Support Senior Supervisor
Xerox/ Conduent
07.2017 - 02.2022
Customer Service Tier II/Team Captain
Xerox/ Conduent
01.2017 - 07.2017
Customer Service Specialist
Xerox / Conduent
01.2016 - 01.2017
EVS Associate
Banner Health Hospital
06.2014 - 01.2015
Assistant Manager
Carl’s Jr
03.2007 - 07.2012
High School Diploma -
Dobson High School
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