Eduardo Montero Jr.
Norwalk,CT
Summary
Organized team player with strong facilitation skills, adept at inspiring trust and guiding teams toward achieving organizational goals. Experienced in cross-departmental collaboration and top-level leadership. Excellent trainer and mentor with a keen eye for detail and quality assurance.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Supervisor
1199 SEIU NBF
07.2022 - Current
- Partner with Manager to ensure goals are implemented, accurately communicated, and achieved in the Retiree Services department
- Conduct daily monitoring of calls using Call Management System (Cisco/CUIC); generate and review reports for trending, system issues, and repeat calls to ensure quality
- Prepare, analyze, and maintain daily, weekly, and monthly reports to identify potential deficiencies and initiate corrective actions
- Evaluate staff performance; create improvement plans, coach, and counsel staff; administer disciplinary actions as needed
- Resolve complex member issues; discuss workflows, process improvement, and departmental compliance with staff
- Supervise staff per departmental and HR guidelines; manage time and attendance via E-time
- Train and develop staff to meet departmental goals; establish a collaborative team environment
- Audit QNXT Call Tracking folders, Vitech Workflows, and Super Screen for accuracy
- Conduct team huddles and attend meetings to ensure continuity in communication
- Perform additional duties and projects as assigned by management.
Team Leader
1199 SEIU NBF
03.2022 - 06.2022
- Built strong relationships with customers through a positive attitude and attentive response
- Mentored and guided employees for proper completion of duties
- Established professional relationships with team members for quick issue resolution
- Optimized customer support through a collaborative service environment
- Responded to emails, voicemails, and written correspondence promptly.
Quality Control Reviewer
1199 SEIU NBF
04.2014 - 03.2022
- Monitored completed work and provided feedback to improve team performance
- Maintained quality assurance procedure documentation
- Recommended improvements to mitigate complaints
- Ensured strict adherence to quality control policies during customer interactions
- Assisted customers with account management and routine transactions.
Member Service Representative
SEIU Benefit and Pension Funds, Retiree Service Call Center
01.2007 - 02.2014
- Responded to high volumes of calls and inquiries, providing excellent customer service
- Assisted with medical and pension benefits; researched and established eligibility
- Handled pension applications, estimates, stop payments, and death notices
- Updated member demographic information and generated necessary documentation
- Provided assistance with eligibility and benefit issues for Health insurance plan of NY (HIP).
Education
General Education Development Certificate -
Bronx Community College
Certificate - Computer Basics, Word Processing, Spreadsheets, and Internet Introduction
Comp USA Training Center
09.1990
Skills
- Analytical
- Multitasking
- Telephone customer service
- Spreadsheets
- Spanish & English proficiency
- Research & progress tracking
- Policy implementation
- Microsoft Office Suite
- Customer service excellence
- Auditing
- Automatic Call Distribution (ACD)
Certification
- Demonstrated proficiency in ACD Telephone System
- Managed Health Systems
- Right fax
- Microsoft Office Suite
State
CT
Zip
06854
City
Norwalk
Timeline
Supervisor
1199 SEIU NBF
07.2022 - Current
Team Leader
1199 SEIU NBF
03.2022 - 06.2022
Quality Control Reviewer
1199 SEIU NBF
04.2014 - 03.2022
Member Service Representative
SEIU Benefit and Pension Funds, Retiree Service Call Center
01.2007 - 02.2014
General Education Development Certificate -
Bronx Community College
Certificate - Computer Basics, Word Processing, Spreadsheets, and Internet Introduction
Comp USA Training Center
- Demonstrated proficiency in ACD Telephone System
- Managed Health Systems
- Right fax
- Microsoft Office Suite
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