Eddie Peralta
Sacramento,CA
Summary
I am a professional person who likes to work in a hands on role, helping and serving others, while exceeding departmental goals. I am a perfectionist and like to take on new challenges and embrace changes. Fluent in Spanish and have worked in many different departments; AARP,DDC,DDIC,HMO,CPP and Medicare. My tenure with Delta is 19+ years and would love to work in your department and understand the complete role of an Escalation Coordinator and the duties that it entails. Looking forward to resolve customer escalations and improve processes using customer service and problem solving skills where I can maximize my 19+ years of customer-service experience in a challenging environment to achieve the corporate goals. Hardworking, detail-oriented and tenacious in developing and pursuing solutions to customer concerns. Adept at balancing company objectives with customer desires. Level-headed and positive in every customer interaction.
Overview
20
20
years of professional experience
Work History
Customer Advocate Grade 5
medicare delta dental
08.2004 - Current
- Respond to complex telephone, electronic, and written inquiries from dental/vision/medical professionals, groups, subscribers and brokers
- Communicate eligibility, benefits, claims policies and procedures
- Document each customer encounter and resolution in appropriate computer tracking system
- Expediently access reference materials to analyze and determine appropriate responses to telephone, electronic, and written inquires
- Forward claims as necessary based upon findings
- Identify, report and document system discrepancies
- Accurately complete online/hardcopy forms and routes to the appropriate department
- Meet and maintain production standards, counts, and inquiry response turnaround times.
Education
diploma - word processing
Lawton Business trade school
10.1991
diploma - General Curriculum
South Gate High School
06.1990
Skills
- Strong Interpersonal communication skills
- Problem analysis and problem solving
- Organizational skills and customer service orientation
- Adaptability and ability to work under pressure
- Complaint Handling
- Documentation coordination
- Resolving conflicts
- Data Entry
- Document review skills
- Data entry skills
- Issue Research
- Educating customers
- Persuasive Communication
Accomplishments
I was the very first advocate to receive the C.L.I.E.N.T.S. award at Delta in 2008
References
References available upon request.
Timeline
Customer Advocate Grade 5
medicare delta dental
08.2004 - Current
diploma - word processing
Lawton Business trade school
diploma - General Curriculum
South Gate High School
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