Byron Morales
Customer Service Specialist
Mesa,AZ
Summary
Dedicated and detail-orientated Customer Service professional with 10 years of related experience. Adept in delivering world-class customer service while upholding policies/procedures required to meet and exceed performance metrics. Skilled in cross-functional collaboration, professional growth/development, and speak, read, and write fluently in Spanish.
Overview
8
8
years of professional experience
Work History
Claim Auditor
NextCare Urgent Care
02.2021 - Current
- Responsible for auditing the billing and charge entry for the NextCare Clinics prior to billing the claims to the insurance companies
- Responsible for running daily reports and checking for correct information (provider, supervising, E&M codes, missing charges, pending charges, etc.) and entering notes on the reports to be able to report findings back to the clinics for training purposes
- Claims will need to be reviewed each day for the prior date of service and will need to be completed in a timely manner in order keep the claims flowing and not have a delay in billing times.
Travel Center Specialist
Bridge2 Solutions
03.2020 - 01.2021
- Service inbound phone calls from Bank of America/Merrill Travel Rewards clientele assisting in point redemption through booking car, hotel, and airfare reservations and manage existing reservations
- Supply travelers with pertinent information and useful travel advisories concerning Covid-19 restrictions within their desired destination
- Review and promote benefits of specific client programs to maximize value of point redemption for consumer and small business travel needs.
Senior Escalations Representative/Quality Assurance Specialist
DoorDash
09.2018 - 02.2020
- Proactively identify gaps in training within Support Operations and institute targeted interventions to drive increased efficiency and quality
- Leverage knowledge of processes across the Support Operations org to suggest improvements to processes and help managers implement them
- Cross-skill teams to better enable Support Operations leaders to flex teams to handle spikes in demand or special projects
- Work with Training team to audit new hire agent's work to ensure training standards are being met.
Back Office Card Services Associate
Fiserv
08.2016 - 09.2018
- Responsible for detecting fraudulent transactions and reporting cardholder's debit cards as lost or stolen to their respective financial institution
- Responsible for researching and diagnosing active cardholder fraudulent claims and identifying the most efficient means to resolve them to the satisfaction of the company, the sponsor, and the subscriber
- Other responsibilities include providing flexible assistance through cross-training and support to meet and exceed performance, customer satisfaction, and service level goals.
Education
Arizona State University
Tempe, AZ05.2022
Gateway Community College
Phoenix, AZ05.2015
Coronado High School
Scottsdale, AZ05.2012
Skills
- Relationship Building
- Fraudulent Claims Investigation
- Coaching and Mentoring
- Compliance and regulations
- Claims Auditing
- Credit and collections
- Quality Assurance Controls
Languages
Spanish
Native or Bilingual
Timeline
Claim Auditor
NextCare Urgent Care
02.2021 - Current
Travel Center Specialist
Bridge2 Solutions
03.2020 - 01.2021
Senior Escalations Representative/Quality Assurance Specialist
DoorDash
09.2018 - 02.2020
Back Office Card Services Associate
Fiserv
08.2016 - 09.2018
Arizona State University
Gateway Community College
Coronado High School