Hi, I’m
Emmanuel Godinez Alcantar
Harlingen
Summary
Professional with robust background in conflict resolution and customer service. Skilled in navigating complex issues, implementing solutions, and ensuring client satisfaction. Strong collaborator with focus on team synergy and adaptability to changing demands. Proven ability to communicate effectively, mediate disputes, and achieve results-driven outcomes.
Overview
12
years of professional experience
Work History
UnitedHealthcare
Resolution Specialist
09.2021 - Current
Job overview
- Resolved complex member issues by analyzing data across various systems.
- Enhanced member outcomes by proactively identifying healthcare improvement opportunities.
- Streamlined internal processes for a seamless and supportive member experience.
- Guided members through appeals processes, advocating for fair treatment under Medicare regulations.
- Corrected enrollment applications, ensuring accurate updates and timely reprocessing.
- Provided expertise to agents on complex procedures, ensuring protocol adherence.
UnitedHealthcare
Team lead / Customer Service Advocate
10.2017 - 09.2021
Job overview
- Achieved high customer satisfaction through effective first-call resolution techniques.
- Resolved escalated member issues as primary point of contact within the team.
- Identified call drivers, informing process improvements and targeted training programs.
- Assisted members with benefits, eligibility, claims, and balance billing inquiries.
- Facilitated communication between members and providers to resolve scheduling and billing issues.
- Guided customers through healthcare complexities, delivering consistent, exceptional service.
Bland Farms
IT Manager/ Repack Co-Manager
03.2015 - 10.2017
Job overview
- Enhanced operational efficiency by leading IT infrastructure planning and implementation.
- Ensured reliable network operations through rigorous testing and system modifications.
- Assessed user needs to meet project requirements effectively and promptly.
- Managed hardware and software purchases for optimal asset performance and maintenance.
- Oversaw new office setups and relocations, ensuring full equipment functionality.
- Conducted regular data backups across locations, verifying completion and compliance.
Bland Farms
IT Technician/Systems Associate
10.2013 - 03.2015
Job overview
- Maintained scanners, computers, and label printers, ensuring operational efficiency.
- Serviced phone systems and CCTV, enhancing security and communication.
- Updated onsite workstations with necessary hardware, software, and antivirus.
- Packaged and labeled inventory, supporting accurate stock management.
- Created new labels for Wal-Mart team, addressing unexpected corrections efficiently.
- Managed onsite server and network equipment at Wal-Mart Distribution Center 7980.
- Resolved system errors by coordinating with Unix Operations team for inventory accuracy.
- Administered user accounts by creating, modifying, and transferring access as Technical Coordinator.
Education
The University of Texas-Pan American
Bachelor of Science (BS) from Computer Science
05-2012
The University of Texas-Pan American
Bachelor of Science (BS) from Applied Mathematics
05-2012
Skills
- De-escalation techniques
- Team Development
- Business Process Improvement
- Goal oriented
- Analytical thinking
- Training and mentoring
- Complex Problem-solving
- Task delegation
Languages
English
Spanish
Timeline
Resolution Specialist
UnitedHealthcare
09.2021 - Current
Team lead / Customer Service Advocate
UnitedHealthcare
10.2017 - 09.2021
IT Manager/ Repack Co-Manager
Bland Farms
03.2015 - 10.2017
IT Technician/Systems Associate
Bland Farms
10.2013 - 03.2015
The University of Texas-Pan American
Bachelor of Science (BS) from Computer Science
The University of Texas-Pan American
Bachelor of Science (BS) from Applied Mathematics