Careli Alejandre

Offered expert solutions for technical problems on the Colorado PEAK platform.

My key responsibilities include:

• Addressed technical difficulties on the PEAK platform, providing solutions for login and passcode problems.
• Assisted members with document upload process and addressed related issues.
• Facilitated seamless navigation on PEAK website, improving overall user satisfaction.
• Handled and solved access problems for PEAK Pro and Ping ID accounts.
• Facilitated resolution by submitting Help Desk Ticket requests on behalf of callers.
• Delivered precise information on Medicaid, SNAP, and state services.
• Referred members to vital resources such as contact details and online sites.
• Addressing connectivity concerns related to the county or Department of Human Services systems.
• Provided assistance and troubleshooting via live chat program.

• Meticulously managed the profitability, growth, and retention of my book of business
• Actively pursue new business prospects by calling/emailing clients, agent partners, and brokers who submitted applications that were not bound
• Processed renewals daily for the months to come on a priority basis
• Excelled at presenting renewal proposals that outlined updated terms and conditions, and premium adjustments based on the risk assessment
• Conducted internal investigations on every incoming new business application submitted by agent partners and policyholders to ensure no outstanding balances or incomplete audits existed on prior policies
• Implemented effective underwriting strategies to evaluate and assess risks, resulting in a 20% increase in new business revenue
• Successfully managed a portfolio of high-value clients, resulting in a 15% increase in customer retention
• Recognized for implementing best practices, resulting in a measurable reduction in turnaround times and enhanced overall productivity
• Received accolades for maintaining a high level of customer retention and building lasting agent relationships
• Conducted thorough risk assessments, utilizing data analysis tools to assess and interpret complex underwriting data, contributing to informed decision-making processes
• Implemented and enforced underwriting guidelines and policies, ensuring compliance with industry regulations and company standards
• Property and Casualty Producer's License

• Complete policy renewals on a priority basis
• Process Broker of Record letters submitted by agents to assign policies to their agencies
• Assist walk-ins with new business applications while researching any possible prior policy issues such as write offs, Be on the lookout (BOLO), or incomplete audits
• Conducted regular team meetings to communicate updates, share industry insights, and address challenges, fostering a collaborative and informed work environment
• Collaborated with cross-functional teams, including sales and claims, to streamline processes and enhance overall business efficiency
• Monitored and analyzed underwriting data to identify trends, risks, and opportunities for process improvement
• Acted as a point of escalation for complex underwriting issues, providing expertise in risk analysis and recommending solutions to ensure successful policy issuance
• OSHA 10- Hour Construction Safety and Health successfully completed

• Translate phone calls for policyholders, agents, medical providers, attorneys, etc
• Process new business applications submitted or bound by agents through the agent quoting system (AQ)
• Assist agents via phone or email with questions regarding NCCI classification codes or scope inquiries
• Input new business accord applications that are sent in by the agents and processing phone applications
• Assist clients over the phone processing first reports of injury, payments, certificates of insurance, policy updates, and processing mileage reimbursements
• Respond to customer correspondence sent via fax or email, complete first reports of injury that are processed online
• Process first reports of injury submitted through the Division Of Worker Compensation

• Led and supervised a team of 25 customer service representatives, fostering a positive and collaborative work environment to ensure optimal team performance
• Provided ongoing coaching, mentoring, and training to team members
• Implemented and monitored key performance indicators (KPIs) to track and measure individual and team performance, consistently meeting or exceeding service level agreements
• Acted as the first point of contact for escalated customer issues, utilizing effective problem-solving skills to resolve issues promptly and enhance customer loyalty
• Conducted regular team meetings to disseminate important information, address concerns, and share best practices, contributing to a cohesive and motivated team
• Collaborated with other departments to streamline processes, improve service delivery, and enhance the overall customer experience
• Monitored and evaluated calls for quality assurance, providing constructive feedback to team members to enhance performance and customer interactions
• Developed and maintained comprehensive training materials for onboarding new team members, ensuring a smooth transition and consistent service delivery standards
• Actively participated in recruitment and hiring processes, interviewing, and selecting candidates who align with the team's goals and values
• Conducted performance reviews and recognized top performers, contributing to a positive and motivated team culture

• Process credit card payments for multiple brands
• Update customer personal information as requested
• Sale company insurance products on every phone call
• Initiate disputes of purchases, and handle fraud accounts
• Waive charges as permitted by company policies and procedures
• Process new credit card applications and authorize store purchases
• Ranked in the top five performing representatives in the bilingual department six consecutive months

• Overseeing daily operations and managing a team of 25 call center agents
• Scheduling and coordinating shifts to ensure adequate staffing
• Processing payroll on a biweekly basis for each of my team members
• Tracking key performance indicators (KPIs) such as call handling time, customer satisfaction, and resolution rates
• Conducting regular performance evaluations and providing feedback on phone calls
• Implementing performance improvement plans when necessary
• Providing ongoing training and development opportunities for agents
• Conducting new hire orientation and training sessions
• Coaching agents on best practices and customer service skills
• Ensuring compliance with company policies and procedures
• Monitoring calls for quality and adherence to scripts and policies
• Addressing and resolving customer complaints and escalations
• Generating and analyzing reports on call center metrics
• Presenting findings and recommendations to upper management
• Coordinating with IT or technical support teams to resolve system issues
• Handling complex customer inquiries or issues that require supervisor intervention
• Maintaining records of employee performance, attendance, and other relevant data
• Creating a positive and motivating work environment for my team while recognizing and rewarding high-performing agents
• Organizing team-building activities and events

• Received inbound phone calls from customers across the country with customer service inquiries such as billing questions, credit card payments, etc
• Completed account cancellations, scheduled technicians, built up work orders, and sold internet/phone services for our partner accounts such as AT&T, Q-west and Time Warner
• Assisted customers in troubleshooting non-working receivers, remotes, satellite dishes and internet equipment