Diego Mendieta
Sr. Contact Center Supervisor
Miami,FL
Summary
Experienced Customer Service Manager bringing over 6 years of quality performance in customer support supervisory roles. Skilled in mentoring team members to deliver exceptional service and building team morale through effective communication and positive performance feedback. Accustomed to defusing customer dissatisfaction and managing competing priorities with superior results.
Overview
8
8
years of professional experience
9
9
years of post-secondary education
1
1
Language
Work History
Customer Service Supervisor
Evolent Health
Miami, Florida
08.2018 - 02.2023
- Resolve customer complaints or answer customers' questions regarding policies and procedures
- Discuss job performance problems with employees to identify causes and issues and to work on resolving problems
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Implemented feedback system for customers to provide comments and suggestions to improve service.
- Set priorities and problem-solved workflow issues to maintain rapport with customers and managers.
- Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
- Actively supported service associates by quickly responding to questions via phone and email and finding appropriate solutions to customer issues.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service. such as production, payroll, or shipping to verify details, monitor work activities, or evaluate performance
- Recruit, interview, and select employees
- Consult with managers or other personnel to resolve problems in areas such as equipment performance, output quality, or work schedules
- Research, compile, and prepare reports, manuals, correspondence, or other information required by management or governmental agencies
- Design, implement, or evaluate staff training and development programs, customer service initiatives, or performance measurement criteria.
Claim Resolution Specialist
United HealthCare
Miami, FL
08.2016 - 03.2018
- Resolve or clarify codes or diagnoses with conflicting, missing, or unclear information by consulting with doctors or others or by participating in the coding team's regular meetings
- Recommend improvements in products, packaging, shipping, service, or billing methods and procedures to prevent future problems.
- Identified insurance coverage limitations with thorough examinations of claims documentation and related records.
- Conducted day-to-day administrative tasks to maintain information files and process paperwork.
- Reviewed and analyzed suspicious and potentially fraudulent insurance claims.
- Followed up with insured individuals regarding premium and deductibles payments.
- Maintained claims data in Excel systems.
Customer Service Representative
Xfinity Comcast
Miami, United States
06.2015 - 01.2016
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Updated account information to maintain customer records.
- Responded to customer requests for products, services, and company information.
- Developed customer service policies and procedures to meet and exceed industry service standards.
Education
BBA - Management
Florida International University
Miami, Florida 01.2012 - 08.2016
High School Diploma -
Ronald Reagan Senior High
Doral, FL 06.2007 - 06.2011
Skills
Microsoft PowerPointMicrosoft OutlookMicrosoft Excel
Schedule Management
Team Building
Training and mentoring
CRM
Inter-department collaboration
Payroll and budgeting
Workflow planning
Nice-In-Contact
WebEx
Microsoft Word
Conflict Resolution
Background in Health Insurance
Timeline
Customer Service Supervisor
Evolent Health
08.2018 - 02.2023
Claim Resolution Specialist
United HealthCare
08.2016 - 03.2018
Customer Service Representative
Xfinity Comcast
06.2015 - 01.2016
BBA - Management
Florida International University
01.2012 - 08.2016
High School Diploma -
Ronald Reagan Senior High
06.2007 - 06.2011