Hi, I’m
Ellis Collado Hernandez
Bayonne,NJ
Summary
Personable and dedicated Customer Service Representative with extensive experience in Health Care, Workforce Development, Banking, and Retail settings. industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
6
years of professional experience
Work History
Healthfirst Management ServicesNew York, NY
Customer Service Agent
08.2022 - Current
Job overview
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Transfers all incoming calls to appropriate staff, unit, or department
- Provides clients and Healthfirst Members with MSP education and information
- Searches ePACEs for Medicaid eligibility, exclusion, and exemption codes
- Searches Marx for Medicare eligibility and specific part enrollments
- Documents all calls and outcomes in Salesforce - database system
- Use multiple other systems MHS, Workday, Verint, Cyberark, Cisco Jabber, OTC Management portal, Integra (Prism), Client Console, Interaction,
- Assigned to train new hire classes assigned to special project to increase customer rating for a specific line of Business.
Grant Associates Inc.Brooklyn, NY
Career Services Coordinator
12.2021 - Current
Job overview
- Conducted assessments to new clients to determine services and reviewed/revised resumes for clients’ eligibility for specific job openings
- Worked closely with Account Managers and Community Partners to fulfill employer needs/job orders with the skills and qualifications of job seekers
- Interviewed and managed a team of interns who assisted with daily operations
- Researched and obtained outside client resources and employment opportunities with direct employer contact.
Grant Associates Inc.Brooklyn, NY
Lead Timekeeping Specialist
10.2019 - 12.2021
Job overview
- Reported directly to and assist the Operations Manager and Timekeeping Manager of a high-volume TANF-funded workforce development program
- Manage required documentation and verify the accuracy of all data before entering it into the Funder database; locate and correct errors, or report them to supervisors for investigation; scan and upload documents to track essential client information and services provided; protect the confidentiality of all data
- Train all new department staff, and serve as Center Guide to visitors, staff, and company Leadership
- Graduated from management initiative program hosted by the company
- Accomplishment: Innovation Champion Award, Grant Leadership Development Initiative Graduate.
Grant Associates Inc.Brooklyn, NY
Front Desk Receptionist
03.2019 - 10.2019
Job overview
- Operated telephone switchboard to answer, screen, or forward calls, providing information, taking accurate messages, and scheduling appointments as appropriate
- Greeted staff and clients entering the office, determined the purpose of their visit, and directed them to specific staff or office locations
- Maintained extensive physical and electronic records; created and submitted daily and weekly reports
- Received packages, mail, and deliveries at the front desk and distributed to staff daily.
Grant Associates IncNew York, NY
Customer Service Representative
09.2018 - 09.2019
Job overview
- Updated call log by listening to voicemails; retrieved emails and entered information into the database while adhering to Funder timeframes and program guidelines
- Verified information received via fax, email, and in-person across three database systems; evaluated documentation for validity; conferred with management about discrepancies as appropriate; generated and interpreted timekeeping reports for management review
- Provided MetroCard’s for clients, obtaining proper signatures and client information to record transactions, maintaining the confidentiality of client information and consistent and accurate data entry.
Swiss Post Solutions Inc.Brooklyn, NY
Conference Center Assistant
10.2017 - 11.2018
Job overview
- Opened the Conference Center daily, ensured all rooms were organized and fully supplied; provided or arranged any Audio/Video tools needed for meetings or conferences
- Greeted guests and directed or escorted them to their meeting rooms; greeted CEO guests offering them complimentary beverages
- Submitted catering orders, sent out delivery rules and procedures, provided all fee and charge sheets
- Booked conference rooms, accepted, sent inbound/outbound mail or packages, answered phones and emails, copied, filed documents, etc.
Education
Wood Tobe-Coburn School
Associate of Science in Travel & Hospitality
Skills
- Microsoft Word, Excel, Outlook, PowerPoint, SharePoint, and OneDrive; Google Suite; Salesforce; and NYCWAY
- Expertise in relationship development, cross-selling products and services, and complaint resolution
- Extensive experience with performing high volume data entry and preparing reports
- Inbound Call Management
- Bilingual: fluent in both English and Spanish
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Customer Service Agent
Healthfirst Management Services
08.2022 - Current
Career Services Coordinator
Grant Associates Inc.
12.2021 - Current
Lead Timekeeping Specialist
Grant Associates Inc.
10.2019 - 12.2021
Front Desk Receptionist
Grant Associates Inc.
03.2019 - 10.2019
Customer Service Representative
Grant Associates Inc
09.2018 - 09.2019
Conference Center Assistant
Swiss Post Solutions Inc.
10.2017 - 11.2018
Wood Tobe-Coburn School
Associate of Science in Travel & Hospitality
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