David Leal
San Antonio,TX
Summary
Dynamic and results-oriented professional with extensive experience at United Healthcare Group, excelling in complaint resolution and employee engagement. Skilled in MS Office and adept at fostering team collaboration, I have significantly improved customer satisfaction ratings through innovative service strategies. My leadership in coaching and mentoring has enhanced team performance and efficiency.
Overview
2026
2026
years of professional experience
Work History
Team Lead - Customer Service
R1 Rcm
San Antonio, TX
2025 - Current
- Led team in optimizing revenue cycle processes to improve operational efficiency.
- Coordinated training sessions for staff on new software systems and industry best practices.
- Monitored performance metrics to identify areas for process improvement and increased accuracy.
- Developed strategies to enhance client satisfaction through streamlined communication channels.
- Took over escalation calls and followed up with emails to conduct best customer service practice
- Executed daily team tasks to deliver accurate production numbers to leadership.
- Executed billing transaction processing with precision and efficiency to guarantee timely revenue collection.
Customer Service Supervisor
United Healthcare Group
San Antonio, Texas
08.2022 - 08.2024
- Performed quality assurance audits on completed voice calls by reviewing recordings of phone conversations between members and agents.
- Communicated regularly with other departments regarding any changes in policy or procedure that may affect customers.
- Identified areas of improvement in the customer service process and developed strategies to address them.
- Monitored customer service performance metrics, such as call response times, resolution rates, and customer satisfaction ratings.
- Assisted in developing training materials for new hires as well as existing employees.
- Analyzed feedback from customers to identify trends in order to improve the overall quality of services provided by the department.
- Resolved escalated customer disputes in a timely manner while maintaining good relationships with customers.
- Provided guidance and support to junior customer service representatives, including coaching and mentoring.
- Ensured all customer inquiries were handled in accordance with company standards and regulations.
- Created reports on daily, weekly, monthly basis related to customer service activities.
- Collaborated closely with upper management on projects involving new initiatives or improvements within the department.
- Evaluated employee performance reviews based on specific criteria set forth by management.
- Implemented programs designed to increase employee engagement within the team.
Customer Service Representative
United Healthcare Group
San Antonio, TX
03.2020 - 08.2022
- Handled correspondence with insurers related to claim denials or other issues that arose during processing.
- Assisted members and providers in understanding their benefits packages, including co-payments, deductibles.
- Assisted with resolving complex claims or billing disputes in a timely manner.
- Generated reports based on client data to analyze trends in customer service needs.
- Responded promptly to emails and phone calls from customers seeking assistance.
- Collaborated with colleagues from other departments to resolve escalated customer issues.
- Conducted follow-up calls to ensure satisfactory resolution of customer issues.
- Ensured compliance with company guidelines and regulatory standards when dealing with customers' accounts or policies.
- Greeted customers and provided prompt, courteous service.
- Researched relevant policy information to answer customer questions.
Education
Some College (No Degree) - Communications
Palo Alto College
San Antonio, TXHigh School Diploma -
John F Kennedy High School
San Antonio, TX06.2010
Skills
- Complaint resolution
- Employee schedule management
- Workforce planning
- MS office
- Time management
- Schedule coordination
- Problem-solving abilities
- De-escalation techniques
- Employee engagement
- Coaching and mentoring
- Customer focus
- Team collaboration
Education and Training
true,other,other
Timeline
Customer Service Supervisor
United Healthcare Group
08.2022 - 08.2024
Customer Service Representative
United Healthcare Group
03.2020 - 08.2022
Some College (No Degree) - Communications
Palo Alto College
High School Diploma -
John F Kennedy High School
Team Lead - Customer Service
R1 Rcm
2025 - Current