Cadiangely Cosme Ferrer

• Worked varied hours, days, nights and weekends as business needs dictate.
• Managed customer relations and customer service through daily communication and interaction.
• Maximized customer interactions by promptly identifying needs and wants.
• Increased customer satisfaction significantly within department.
• Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Displayed and organized products in store to help customers locate products easily.
• Maintained loss prevention standards by monitoring and observing customers on sales floor.

• Helped students filled out scholarships and FAFSA.
• Gave workshops and presentations to students with financial advices such as budgeting, savings, and scholarships.
• Educated students on various financial matters and provided professional recommendations on investment opportunities, products and services based on each students individual needs.
• Helped individuals build and execute wealth management strategies based on unique goals and objectives.

• Provided instruction using textbooks, worksheets, games and visuals to help improve reading, writing, speaking and listening skills.
• Communicated with students using online learning platforms, webcams and headphones.
• Identified and addressed problems with course content or technology.
• Combined students' personal interests with lesson objectives to create student-specific activities.
• Identified, selected and modified instructional resources to meet needs of each individual student.
• Participated actively in course discussions, promoting students to participate and interact with one another.
• Interacted with students and parents via email, instant messaging, threaded discussion and synchronous chat.
• Wrote, prepared and submitted weekly lesson plans and created and designed homework, quizzes and exams to test abilities.
• Attended team meetings with bilingual and monolingual teachers to integrate curriculum and improve student learning.
• Educated students in basics of English grammar and conversational speaking.

-Receives and responds to routine member and/or provider inquiries, requests and/or concerns in an accurate and timely manner
-Mitigates and prevents complaints from being escalated to resolve in initial contact.
-Serves as the front-line resolution advocate on various member and/or provider inquiries, requests, or concerns
-Resolves basic problems by communicating the requested information regarding the assessment of the member or provider needs, understanding the cause, and determining if problems need to be routed to other departments for further resolution
-Maintains performance and quality standards based on established contact center metrics
-Provides customer service in a high pace contact center environment over the phone, via live chats and emails
-Documents all member or provider information and communications for quality and performance tracking through the Customer Relationship Management (CRM) applications
-Remains up-to-date and adheres to quality standards, regulation, and all other policies to ensure quality, consistency, and compliance
-Performs other duties as assigned
-Complies with all policies and standards
-Assist team agents on teams chat with any questions when needed
-Assist provided my team with Central Point Updates Articles every day
-Increased customer satisfaction significantly within calls
-Helped large volume of members every day with positive attitude and focus on customer satisfaction
-Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns

Provides timely and appropriate resolutions to escalated issues received from various communication channels.
Serves as a liaison in maintaining relationships between departments to ensure timely and appropriate issue resolution.
Supports the documentation, tracking, and resolution to all assigned complaints and inquiries in writing and/or by telephone in a timely and professional manner.
Supports root cause analysis of member/provider issues to identify trends across the enterprise, and works cross functionally with all departments to ensure enterprise-wide solutions.
Helps to coordinate with contact center team to research underlying facts of escalated inquiries, determine validity of complaints and evaluate options to remedy these complaints.
Reviews complaint trends and uses guidance of senior team members to develop draft recommendations that are designed to enhance member and provider experience and reduce complaints and escalations.
Maintains basic, introductory knowledge of our products and services to provide accurate and effective support to customers.
In some instances, researches and identifies basic claims payment errors and make appropriate adjustments.
Performs other duties as assigned.
Complies with all policies and standards.
Marketing Misrepresentation calls, supporting Medicare, may include, but no limited to, access to care issues, escalated members, mitigating potential CTM's.

Ensured high-quality handling of claims by reviewing cases for accuracy, compliance, and timely resolution while maintaining strong attention to details.
During downtime or in between calls may be assigned to work in Omni Material Requests.