David Rodriguez
San Antonio,TX
Summary
Technologically-savvy with proven customer service, time management and multitasking abilities. Attentive to customer needs and ready to break down technical problems to develop effective solutions.
Overview
20
20
years of professional experience
Work History
Diabetes Therapy Specialist
Medtronic
San Antonio, TX
10.2023 - Current
- Cultivated and strengthened customer relationships to drive revenue growth.
- Expedited customer orders for quick delivery and to promote satisfaction.
- Maintained detailed records of customer interactions, orders and account status updates.
- Generated sales through outbound calling and lead follow-up efforts using scripts and other phone techniques.
Urgent Response Advisor
Best Buy
San Antonio, TX
10.2022 - 10.2023
- Handled emergency phone calls calmly and obtained pertinent information with composed approach
- Displayed strong telephone etiquette, effectively handling difficult calls
- Responded immediately to emergencies by initiating outbound calls to police agencies and emergency contacts
- Met and exceeded Protocol guideline thresholds.
Medicare Relationship Manager
HealthIQ
San Antonio, TX
07.2022 - 10.2022
- Conduct comprehensive relationship reviews to understand client Medicare health insurance needs
- Handle high volume of Inbound /Outbound calls
- Adhere to Government guidelines
- Regularly met or exceeded established sales goals by implementing strategic closing techniques
- Continuously met sales goals via strategic prospecting.
Senior Benefit Consultant
GoHealth
San Antonio, TX
09.2021 - 02.2022
- Conduct comprehensive relationship reviews to understand client Medicare health insurance needs
- Handle high volume of Inbound calls
- Build rapport with client to identify Medicare insurance needs
- Adhere to Government guidelines
- Work within multiple systems on dual monitors
- Met Target Sales Goals.
Service Coordinator
HealthIQSuperior healthplan
San Antonio, TX
08.2019 - 08.2021
- Act as a Liaison and Advocate for Medicaid for Adults through facilitating requests for medical needs
- Perform over the phone coordination and management of member's needs, including physical health, behavioral health, social services and long term services and supports
- Foster customer success by resolving inquiries and complaints
- Toggle between multiple systems and databases to look up information and update records
- Work closely with community resources and organizations to coordinate services
- Research problems, determining nature of issue and steps to achieve resolution
- Collaborate with team of co workers within a call center Environment
- Met ans exceeded Caseload tasks.
Service Coordinator/Case Manager
Anthem, Inc
Lubbock, TX
12.2015 - 07.2019
- Act as a Liaison and Advocate for Medicaid for Children through facilitating requests for medical needs
- Perform over the phone coordination and management of member's needs, including physical health, behavioral health, social services and long term services and supports
- Foster customer success by resolving inquiries and complaints
- Toggle between multiple systems and databases to look up information and update records
- Work closely with community resources and organizations to coordinate services
- Research problems, determining nature of issue and steps to achieve resolution
- Collaborate with team of co workers on community Outreach events
- Work within multiple systems on dual monitors
- Communicated with customers upon service completion to answer final questions and determine level of customer satisfaction.
Inbound Customer Service Representative
Wells Fargo & Company
Lubbock, TX
02.2015 - 11.2015
- Manage high volumes of inbound and outbound calls in fast-paced environment to build, cultivate and establish lucrative client relationships
- Asked probing questions to determine service needs and accurately input information into electronic systems
- Answer incoming calls and provided highest level of professionalism and knowledgeable service to every customer
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis
- Collaborate with co workers within call center Environment.
Customer Service Representative II
FirstCare Health Plans
Lubbock, TX
09.2006 - 01.2015
- Ensure the confidentiality and security of customer and agent information
- Mentor and conduct training for new Customer Service Representatives to model and educate on CSR policies and procedures
- Promote high customer satisfaction by resolving problems with knowledgeable and friendly service
- De-escalate problematic customer concerns, maintaining calm, friendly demeanor
- Adhere to Government guidelines
- Collaborate with team of co workers within a call center Environment
- Handle high volume of Inbound calls
- Work within multiple systems on dual monitors
- Respond to inquiries of Medicare, Medicaid and private insurance Plans
- Including plan benefits, claim processing.
Customer Service Representative
FirstCareCingular Wireless
Lubbock, TX
02.2005 - 09.2006
- Provided technical support relating to service and device problems
- High volume of Inbound calls customer billing and plan inquiries
- Provide support related to customer service billing inquiries
- Provide support related to customer service technical inquiries.
Telephone Surveyor
United Marketing Research
Lubbock, TX
09.2004 - 02.2005
- Completed outbound calls to obtain responses for surveys related to customer satisfaction of a variety of products, and services.
Education
High School Diploma -
Lubbock High School
Lubbock, TX01-1998
Masters of Business Administration -
Wayland Baptist University
Bachelor of Business Administration -
Lubbock Christian University
Skills
- Service Oriented
- Service Coordination
- Customer Relationship Management
- Work Order Management
- Multitasking and Prioritization
- Knowledgeable in State and Federal Medicare and Medicaid Guidelines
- Community Outreach
- Customer Service
- Microsoft Office Suite
- Call Center Operations
- Microsoft PowerPoint
- Inbound and Outbound Calling
- Research
- CRM Salesforce
Timeline
Diabetes Therapy Specialist
Medtronic
10.2023 - Current
Urgent Response Advisor
Best Buy
10.2022 - 10.2023
Medicare Relationship Manager
HealthIQ
07.2022 - 10.2022
Senior Benefit Consultant
GoHealth
09.2021 - 02.2022
Service Coordinator
HealthIQSuperior healthplan
08.2019 - 08.2021
Service Coordinator/Case Manager
Anthem, Inc
12.2015 - 07.2019
Inbound Customer Service Representative
Wells Fargo & Company
02.2015 - 11.2015
Customer Service Representative II
FirstCare Health Plans
09.2006 - 01.2015
Customer Service Representative
FirstCareCingular Wireless
02.2005 - 09.2006
Telephone Surveyor
United Marketing Research
09.2004 - 02.2005
High School Diploma -
Lubbock High School
Masters of Business Administration -
Wayland Baptist University
Bachelor of Business Administration -
Lubbock Christian University