Carlos Segui
Greenacres City,FL
Summary
Hardworking Account Manager with 5 years of experience working directly with clients to service accounts. Expert at communication and applying targeted salesmanship techniques to achieve sales goals. Successful at increasing revenue with new accounts while maintaining relationships with existing ones. Dedicated Customer Service Representative and talented at processing high volumes of error-free transactions and meeting departmental goals. Offers 15 years of experience in customer service, retention, and problem resolution. Smoothly manages the conversational flow and diffuses difficult customer situations.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Contract Coordinator & Account Manager
Simply Healthcare
West Palm Beach, FL
11.2022 - 01.2024
- Provides a single point of accountability for facilitating complex contract loading and ensuring optimal provider service delivery and database accuracy
- Primary duties may include, but are not limited to: Identifies, analyzes, and resolves problems for multiple provider database issues
- Researches and resolves complex issues for multiple business areas to assure accurate reimbursement based on provider contract and area fee schedules
- Responsible for complex group assignments in a large geographic territory
- Interprets update requests and coordinates with internal and external customers to clarify and complete the requests
- Provides timely research of complex provider information and creates clear and concise provider database update submissions
- Reviews incoming contracts and works with the provider relations reps, providers, and the credentialing department to facilitate new and re-contracting efforts for Institutional, Professional, HMO, and Ancillary products
- Provides guidance and support to teammates on more complex issues
- Drafted amendments to existing contracts in accordance with changes in scope of work or project timeline
- Maintained a database of all contractual documents including expiration dates and renewal terms
- Coordinated meetings between all parties involved in a given contract negotiation process
- Developed contract templates to ensure compliance with company standards
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
Lab Account Manager
NDX labs
Jupiter, FL
08.2020 - 09.2022
- Oversaw multiple accounts and worked diligently to meet and exceed performance goals
- Managed multiple accounts simultaneously while meeting deadlines
- Negotiated contracts with clients to maximize revenue potential
- Analyzed client data and identified opportunities for growth
- Negotiated contracts and closed agreements to maximize profits
- Generated sales audit reports to track and review performance
- Pitched to new clients by leveraging client base and targeting strategic partnerships
- Met, engaged, and pursued customers through networking, referrals, and marketing
- Developed sales strategies and comprehensive understanding of customers' business models
- Provided clear business insight and market knowledge to drive solutions to meet customers' business objectives
- Developed strategic growth plans for new and existing customers
- Researched competitors and customer business models for sales strategy development
- Maintained accurate records of all customer interactions in the CRM system
- Resolved customer complaints in a timely manner
- Developed successful customer relationships to boost sales opportunities
- De-escalated customer interactions by providing alternative solutions to issues
- Collaborated with marketing teams to develop targeted campaigns for account acquisition and growth
- Utilized CRM tools to track client interactions, sales opportunities, and account history.
Customer Service Representative
HearUSA
Palm Beach Gardens, Florida
10.2013 - 10.2020
- Developed successful customer relationships and quickly resolved service requests to increase sales
- Followed up with key account business partners to maximize account potential and generate project leads
- Handled inbound and outbound, unsolicited prospect calls and converted them into sales
- Maintained and expanded the company's database of prospects by conducting research to find new leads
- Cold-called and emailed prospects to qualify the lead; identified decision makers to begin the sales process
- Educated and informed prospects about all of Hearusa Service & Product offerings
- Received inbound prospect calls; answered questions and offered suggestions based on a thorough knowledge of the product line; qualified prospects prior to offering a site visit
- Emphasized product/service features and benefits, quoted prices, discussed payment terms, and prepared sales order forms and/or reports
- Cross-sold and upsold existing customers via telephone and e-mail
- Overcame objections of prospective customers
- Collaborated with Sales and Business Manager to determine necessary strategic sales approaches and develop a calendar of activities to continually work the prospect list
- Provided prompt and courteous customer service
- Appropriately communicated brand identity and corporate position
- Assisted with setting up sales presentations, product/service demonstrations, and other sales actions
- Created RFP responses to potential clients
- Attended periodic sales training where applicable
- Assisted all sales team members where needed for the success of the entire Sales Team
- Performed other duties as assigned
- Developed strong relationships with customers by providing personalized assistance and support
- Performed administrative tasks such as filing paperwork, updating databases and generating reports
- Provided exceptional customer service to ensure customer satisfaction
- Maintained detailed records of customer interactions, transactions and comments for future reference
- Developed positive relationships with customers through friendly interactions
- Answered inbound calls, chats and emails to facilitate customer service
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions
- Took special orders in person and over telephone, generating additional revenue every month.
Donor Services Specialist Phlebotomist
Florida's Blood Centers
West Palm Beach, FL
01.2012 - 01.2013
- Collected blood samples from patients
- Practiced proper patient identification, especially when working on hospital floors
- Labeled vials with patient names and dates
- Deciphered the best method for drawing blood depending on the specific patient
- Transported all specimen samples to a nearby laboratory
- Centrifuged blood samples, depending on if this is allowed in the state you are working in
- Expected to work with a large number of patients varying in age and health status
- Was friendly, courteous, and sympathetic when it came to working with patients
- Kept phlebotomy cart or station well-organized at all times
- Practiced infection control standards at all times when working with patients and equipment.
Greeter, Service Desk Representative
Sprint
San Antonio, TX
01.2011 - 01.2011
- Resolved customer complaints via phone, email, mail, or social media
- Used telephones to reach out to customers and verify account information
- Greeted customers warmly and ascertained problem or reason for calling
- Canceled or upgraded accounts
- Assisted with placement of orders, refunds, or exchanges
- Advised on company information
- Took payment information and other pertinent information such as addresses and phone numbers
- Placed or canceled orders
- Answered questions about warranties or terms of sale
- Acted as the company gatekeeper
- Suggested solutions when a product malfunctioned
- Handled product recalls
- Attempted to persuade customers to reconsider cancellation
- Informed customers of deals and promotions
- Sold products and services
- Utilized computer technology to handle high call volumes
- Worked with customer service manager to ensure proper customer service was being delivered
- Closed out or opened call records
- Compiled reports on overall customer satisfaction
- Read from scripts
- Handled changes in policies or renewals.
Appointment Setter
MKC Marketing
San Antonio, TX
01.2011 - 01.2011
- Interviewed clients (both owners and prospective owners) to determine their specific timeshare property needs
- Responded to inquiries regarding available timeshare properties, their locations, and features and benefits
- Developed referrals and leads through client contact and cold calling activities and performed regular follow-up activities
- Fulfilled clients' requests regarding property pricing, property maps, descriptions, and network information
- Developed strategically layered questions to determine each client's specific requirements
- Scheduled appointments with prospective clients and created and delivered timeshare property presentations to them
- Provided clients with information on fixed ownership plans, factual ownership, and point-based plans
- Conducted and managed business transactions by thoroughly reviewing loan applications and financial documents
- Formulated strategies to analyze problems and overcome timeshare management problems
- Completed purchase summary worksheets and developed plans to minimize cancellations and provide comprehensive owner assurances
- Explained the features, advantages, and benefits of properties and advocated the appropriate amount of points to accommodate both owners and prospective owners
- Provided clients with information on financing options and assisted them in obtaining them
- Created timeshare contracts and monitored them to minimize rescission decisions and ensure timeliness of closings
- Ascertain that all correlating paperwork and documentation is completed within the provided timeline.
Front Desk Clerk
SPECTRUM ATHLETIC CLUB
San Antonio, TX
01.2010 - 01.2011
- Built a good rapport and relationship with all of our members and guests
- Dealt with customer inquiries in a friendly and efficient manner
- Managed the door entry and exit system effectively
- Actively promoted and sold the various memberships available
- Maintained and updated the membership database system in accordance with the Data Protection Act 1998
- Promoted member challenges and initiatives
- Maintained and cleaned all equipment
- Responsible for the safety and enjoyment of our customers while using the gym facilities
- Ensured Safeguarding and Health & Safety procedures were being followed
- Able to seek solutions and resolve problems as and when they arise.
Education
HIPPA Training -
Hallmark College
San Antonio, TXSkills
- Call Center Operations
- Report creation
- Report generation
- Credit card payment processing
- Data evaluation
- Conflict mediation
- Courteous demeanor
- Clerical support
- Adaptive team player
- Technologically savvy
- Project management abilities
- Product organization
- Retail sales customer service
- Sales expertise
- Customer relations
- Inbound and Outbound Calling
- Schedule mastery
- Problem-solving abilities
- Contract analysis
- Deadline Management
- Professional relationship building
- Contract terms negotiation
- Dispute Resolution
- Status Reporting
- Telephone Etiquette
- Proficient in [SalesForce]
Certification
- CPR
- AED Certified
- Blood Borne Pathogen Healthcare Provider
Languages
Spanish, Native/ Bilingual
Timeline
Contract Coordinator & Account Manager
Simply Healthcare
11.2022 - 01.2024
Lab Account Manager
NDX labs
08.2020 - 09.2022
Customer Service Representative
HearUSA
10.2013 - 10.2020
Donor Services Specialist Phlebotomist
Florida's Blood Centers
01.2012 - 01.2013
Greeter, Service Desk Representative
Sprint
01.2011 - 01.2011
Appointment Setter
MKC Marketing
01.2011 - 01.2011
Front Desk Clerk
SPECTRUM ATHLETIC CLUB
01.2010 - 01.2011
HIPPA Training -
Hallmark College
Similar Profiles
Summar RobinsonSummar Robinson
Provider Network Manager Senior at Simply HealthcareProvider Network Manager Senior at Simply Healthcare
LUDMILA JIMENEZLUDMILA JIMENEZ
Benefits Consultant at Simply Healthcare Plans Inc.Benefits Consultant at Simply Healthcare Plans Inc.
YONELA GUBHANAYONELA GUBHANA
Clinics Administrator - Contract at Kaelo Simply HealthcareClinics Administrator - Contract at Kaelo Simply Healthcare