Elias Chavez
Charlotte,NORTH CAROLINA
Summary
Detail-oriented professional committed to improving organizational outcomes through monitoring performance initiatives and optimizing procedures. I specialize in operations and am dedicated to maximizing quality.
Overview
13
13
years of professional experience
Work History
Bilingual Quality Analyst
Cencora
Fort Mill, SC
10.2021 - Current
- Engaged in internal assessments and audits per company standards.
- Conducted individual sessions to enhance associate performance and align with company standards.
- Provided quality problem-solving suggestions in Spanish and English languages.
- Evaluated analytical methods and procedures for potential improvements.
- Efficiently handled the onboarding/offboarding process by evaluating and adding new associates to the system, while promptly removing those who completed the program.
- Sent requests for Associates on Leave of Absence and effectively communicated to ensure uninterrupted data acquisition.
- Played a key role in refining the IVR system for the Spanish option, maintaining accuracy and aligning with company standards.
- Ensured accuracy and made necessary modifications to translated content.
- Maintained compliance with quality control standards, regulations, and procedures established by the company.
- Documented all quality control activities and reported corresponding results.
- Assisted in the development of Quality Assurance procedures and protocols.
- Participated in continuous improvement initiatives by suggesting changes or modifications to existing processes or procedures.
- Monitored completed work and provided feedback to improve team member performance.
Patient Access Specialist
AmerisourceBergen
Fort Mill, SC
09.2020 - 10.2021
- Effectively communicated policies, procedures, and services to patients utilizing medical and administrative expertise.
- Provided excellent customer service by addressing product inquiries and resolving customer concerns.
- Executed routine service procedures according to schedule.
- Collaborated with colleagues to accomplish assigned responsibilities.
- Demonstrated ability to achieve high-quality work while meeting strict deadlines
- Conducted customer benefit verification to assess their insurance coverage.
- Enhanced report delivery speed and efficiency by faxing a summary of benefits to MDOs.
- Conducted copay assistance evaluations.
Bilingual Customer Service Representative
Allstate Insurance
Charlotte, NORTH CAROLINA
03.2012 - 09.2020
- Provided courteous assistance to customers using effective communication techniques in both Spanish and English
- Delivered personalized assistance to address questions and promptly troubleshoot fundamental problems on customer accounts.
- Ensured the accuracy of customer details in the database by updating and maintaining them through timely data entry.
- Developing and keeping up-to-date with internal policies, procedures, and services to effectively handle customer issues.
- Maintaining adherence to standard operating procedures while addressing telephone inquiries and complaints.
- Ensured compliance with corporate and regulatory policies for information confidentiality and privacy.
- Provided customers with helpful suggestions and recommendations by consistently maintaining knowledge of company products.
- Assisted new employees in adapting to the company culture and procedures.
- Provided account information and explanations on bill service policies and customer rights.
- Displayed a respectful attitude and greeted customers by name to build rapport with the customer base.
- Accepted feedback gracefully from superiors and colleagues to enhance competencies.
- Ensured uniformity and consistency in communications by reading from scripts.
- Developed long-term, trusting relationships with customers through clear communication
- Referred customer concerns to relevant departments for investigation.
- Provided accurate and relevant information to address inquiries, troubleshoot problems, and resolve customer concerns.
- I have demonstrated proficiency in using search tools to find information across various computer systems and applications.
- Proposed advancements to products, services, and billing practices to ensure problem avoidance in the future.
- Implemented appropriate measures to address account issues and enhance customer satisfaction.
- Maintained financial accounts by processing customer adjustments.
- Maximized revenue generation through active promotion and sales of new insurance policies covering diverse vehicles and properties.
- Contributed to increased sales by providing necessary data for policy creation.
Education
MBA - Business Administration And Management
JWMI
Dulles, VA07-2026
Bachelor Of Business - Business Administration - Finance
Strayer University
Washington, DC09.2020
Skills
- Attentive and Observant
- Audit Assistance
- Adaptability and Flexibility
- Quality Control Data Compilation
- Regulatory Requirements
- Monitoring Data Quality
- Quality Improvement Strategy
- Production Process Advising
- Active Learning
- Analytics and Metrics
- Quality processes
- Quality Improvement
- Continuous Improvement
Languages
Spanish, Fluent
Languages
Spanish
Native/ Bilingual
Timeline
Bilingual Quality Analyst
Cencora
10.2021 - Current
Patient Access Specialist
AmerisourceBergen
09.2020 - 10.2021
Bilingual Customer Service Representative
Allstate Insurance
03.2012 - 09.2020
MBA - Business Administration And Management
JWMI
Bachelor Of Business - Business Administration - Finance
Strayer University
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