Carla J Montes
Jeffersonville,IN
Summary
Hard-working Supervisor with exceptional experience leading teams, delivering results and exceeding expectations. Creative and motivated leader adept at utilizing exceptional design and planning strengths to accomplish complex projects. Skilled in teaching new concepts and best practice strategies.
Overview
10
10
years of professional experience
Work History
OTC Supervisor
Convey Health Solutions
12.2022 - 05.2023
- Applied strong leadership skills with OTC program, dedicated to offer over the counter items to Medicare beneficiaries.
- Handled customer complaints, resolved issues.
- Monitored workflow to improve employee time management and increase productivity.
- Evaluated employee performance and coached accordingly.
- Maintained compliance with company policies.
- Adjusted miss punches using ADP portal.
- Monitored and tracked individual agent attendance for over 30 agents.
- Provided disciplinary attendance corrective action in accordance to employee handbook and policy.
Optum Supervisor
Convey Health Solutions
09.2019 - 12.2022
- Maintained team efficiency and organize workflows.
- Handled customer complaints through escalation lines, resolved issues through grievances.
- Evaluated up to 30 employees once a month based on their performance and coached to improve weak areas.
- Maintained compliance with company policies, up to date with all CMS requirements.
- Mentored newly hired employees
- Adjusted miss punches using ADP portal.
- Monitored, tracked individual agent attendance.
- Provided disciplinary attendance corrective action in accordance to employee handbook.
- Proven ability to learn quickly and adapt to new situations
CVS Caremark
Convey Health Solutions
12.2016 - 09.2018
- Analyzed problems and worked with teams to develop solutions.
- Sorted and organized files, spreadsheets, and reports.
- Participated in workshops and presentations related to projects to gain knowledge.
- Interacted with customers by phone, email, or in-person to provide information.
- Provided project progress updates and proposed solutions to issues.
- Completed research, compiled data, updated spreadsheets, and produced timely reports.
CVS Caremark SME
Convey Health Solutions
10.2016 - 12.2016
- Responded to trainees inquiries and resolved complaints to establish trust and increase retention.
- Assisted Trainer in all aspects of business operations.
- Offered technical support and troubleshot issues to enhance office productivity.
- Volunteered to help with special projects.
- Trained and supervised employees on office policies and procedures.
- Remained solutions-oriented in face of complex problems to assist management and overall business direction.
CVS Caremark Mentor
Convey Health Solutions
12.2015 - 10.2016
- Served as role model for mentees by demonstrating strong values and ethical standards.
- Promoted positive relationships between mentees and other peers.
- Regularly assessed progress and provided feedback to support continued development.
- Provided guidance on stress management and grounding techniques to reduce overwhelm.
- Developed and led special events that increased decision making, problem-solving and good judgment.
- Advocated for agents to access available resources.
- Assisted mentees in developing self-confidence and positive self-image.
- Assisted mentees in setting and achieving metrix goals and career goals to encourage independence.
- Monitored behavior and reported any incidents to appropriate personnel.
- Explained rules, policies and procedures to resolve issues.
CVS Caremark Customer Service
Convey Health Solutions
01.2014 - 02.2015
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Updated account information to maintain customer records.
- Completed call documentation while speaking with customers.
- Researched client requests to create best possible solutions for diverse needs.
State Health Insurance Agent - Humana
Convey Health Solutions
09.2013 - 01.2014
- Educated clients about health insurance coverage options, benefits and costs.
- Answered inbound calls from existing and future policyholders to answer inquiries and discuss insurance options.
- Responded to customer inquiries regarding health insurance coverage and policies to assist with informed decision-making.
- Assisted clients with filing and tracking health insurance claims to facilitate enrollment.
- Developed tailored health insurance plans to meet individualized client needs.
Education
High School Diploma -
Cibola High School
Yuma, AZ05.2003
Skills
- Team player
- Bilingual (fluent in English and Spanish)
- 10 year plus experience with excel, power point, Microsoft word, lyncs, click to chat
- Able to motivate peers to improve performance
- Business Planning
- Able to provide great Agent Assistance
- Able to follow Policy and enforce it
- Familiar with Drug Formularies for plans under Medicare
- Aware of Medicare/CMS Trainings and policies
Languages
Spanish
Native or Bilingual
Timeline
OTC Supervisor
Convey Health Solutions
12.2022 - 05.2023
Optum Supervisor
Convey Health Solutions
09.2019 - 12.2022
CVS Caremark
Convey Health Solutions
12.2016 - 09.2018
CVS Caremark SME
Convey Health Solutions
10.2016 - 12.2016
CVS Caremark Mentor
Convey Health Solutions
12.2015 - 10.2016
CVS Caremark Customer Service
Convey Health Solutions
01.2014 - 02.2015
State Health Insurance Agent - Humana
Convey Health Solutions
09.2013 - 01.2014
High School Diploma -
Cibola High School
Reference
Shawn Kral
Convey Health solutions, Site Director
928-920-2176
725 W 32nd St Ste 2, Yuma, AZ 85364