Consuelo Duran
Phoenix,AZ
Summary
Customer Service Representative with 15 years of experience at Maximus, specializing in quality monitoring and complaint resolution. Achieved consistent success in exceeding evaluation quotas while maintaining compliance with company standards. Bilingual in English and Spanish, leveraging strong communication skills to enhance customer experiences, and support team objectives.
Overview
16
16
years of professional experience
Work History
Customer Service Representative
Maximus/GDIT/Vangent
Phoenix, USA
05.2008 - 03.2024
- Quality Monitor, June 2013 – March 2024
- Analyzed recorded interactions between beneficiary, consumer, and customer service representatives.
- Delivered constructive feedback through quality monitoring notes and coaching sessions.
- Utilized approved training materials, job aids, and scripted information for CSRs to reference during future similar calls.
- Achieved and exceeded daily evaluation quotas.
- Maintained compliance with CMS Quality Assurance.
- Oversaw inbound calls during peak periods, including Open Enrollment Period.
- Executed processing of enrollments into Medicare and Marketplace plans.
- Medicare Internal Support Group (ISG) August 2011 - June 2013
- Supported Customer Service Representatives to effectively utilize Next Generation Desktop (NGD).
- Guided CSRs in identifying relevant scripts to enhance responses to beneficiary inquiries.
- Managed redirected Supervisor calls.
- Medicare Customer Service Representative, Beneficiary Contact Center, May 2008 - June 2013.
- Resolved beneficiary inquiries and concerns through utilization of approved scripted information.
- Investigated beneficiary claims details related to services rendered.
- Executed functions and responsibilities of Tier 2, MBS, Claims Part A Tier 2, Claims B Tier 2, and Durable Medical Equipment (DME) Tier 2.
Education
GED -
Maricopa Community Colleges, Glendale Community College
Glendale, AZ04.1995
Some College (No Degree) - Early Childhood Education
Maricopa Community Colleges, Glendale Community College
Glendale, AZSkills
- Quality monitoring
- Claims processing
- Call center technology
- Complaint resolution
- Effective communication
- Attention to detail
- Time management
- Punctuality and reliability
- Bilingual communication in English and Spanish
- Typing speed is 50 WPM
Languages
Spanish
References
References available upon request.
Timeline
Customer Service Representative
Maximus/GDIT/Vangent
05.2008 - 03.2024
GED -
Maricopa Community Colleges, Glendale Community College
Some College (No Degree) - Early Childhood Education
Maricopa Community Colleges, Glendale Community College