Ernesto Manfredo
Converse
Summary
Organized team leader builds positive rapport, inspires trust and guides teams toward achievement of organizational goals. Strong facilitator adept at working cross-departmentally with co-management and top-level leadership. Excellent trainer and mentor. Detail-oriented with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
27
27
years of professional experience
Work History
Team lead, Tier II Senior Representive
Cigna Healthcare
06.2016 - Current
- Assist customer about health insurance inquires ranging from appeals, claims and Pre-Auth for services, handling 750+ a month clients
- Trained 30 people with new systems or programs to further assist members inquires
- promoted to assistant manager (Client Accounts Manager) for escalated calls, chats, disputes via phone or email prior to be escalated if needed more resolution to the Client Services Executive.
- Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
- Nurtured long-term partnerships with clients by understanding their needs accurately, delivering projects on time, and providing exceptional customer support.
Contracted Auto Detailer
Habbit Motor Company
06.2012 - 01.2016
- Running a detailing business while in school cleaning vehicles for sale or for auto shows 14+
- Maintain the appearance of customer cars: 4 regular customers on a monthly bases including DA of Hays Co
- President of Mustang Club, Austin Texas Chapter.
- Washed cars and trucks daily for auto dealership.
Event Supervisor and Sales
Three Ring Service
05.2007 - 01.2010
- Supervised events for customers, with a staff of 30+ driving to and from events
- Conducted meetings with clients to insure the best outcome for an event and sales
- Ensure quality assurance of equipment: Casino tables, Mechanical rides or Bounce houses.
- Handled customer complaints, resolved issues, and adjusted policies to meet changing needs.
- Coordinated schedules and timelines for events. ex: Pecan festival & Bat Fest
- Accurately calculated and processed expenses during and after events.
- Fostered strong community partnerships through active engagement in local organizations and participation in public relations initiatives related to events management expertise.
Supervisor
MAS Security
09.2006 - 05.2007
- Supervised 6 Downtown Bars owned by Jasmine Corp., located on 6th Street with a staff of 20
- Responded to emergency situations based upon the severity of the issue
- Attended all required meetings and discuss future events and safety
- Liaison between employer and Austin Police Officers
- Provided personal security for Entertainer visiting: Mickey Avalon & Joe Simpson.
Tier III RRS Team
Microsoft, Xbox Live
06.2006 - 05.2007
- In-bound call center, assisting Xbox customers with hardware and Live issues Avg
- 700 calls per shift
- Excelled as a Tier1, within two months achieved Rapid Response Supervisor, handling serious issues of personal injury or damages to property due to three red light malfunctions
- Assisted in training of new call reps on a regular bases for 5 months for a two week training course: class of 30.
Sales agent
Dell, Inc.
02.2004 - 10.2006
- In-bound call center assisting customer both over the internet and phone sales
- Commissioned based bonuses via matrix sales system
- Coordinated with Dell Financial Services with the start up of Dell Preferred Account
- Assisted in training new employees in a classroom setting for 2 weeks for 8 months and shadowed on the floor.
Bio-Medical Apprentice
United States Air force
01.1997 - 08.1997
- Knowledge of advance principles in electronics, pneumatic and other physical sciences as it applies to medical technology, and installing/or repairing medical equipment
- Performed preventive maintenance and safety inspections, troubleshoot mechanical and electronic component.
Education
Bachelors in General Studies, BA Program - Mass Communication, History and Sociology
Texas State University
San Marcos, TX05.2016
Associate of Arts - Electronics Equipment Installation And Repair
United States Air Force Micro-Electronics, LAFB
San Antonio, TX08.1998
Skills
- Customer Focus
- Coaching and Mentoring
- Performance monitoring
- Performance Improvement
- Complaint resolution
- Influencing skills
- Resource Allocation
- Coaching
- Client Service
Clinical Experience
- Pro-Active leader and communicator with a strong attention to detail and excellence
- Adaptable to any organization where people are the main focus
- Engaged in communication with both co-workers and public
- Multi Lingual- English, Spanish and learning ASL
Languages
Spanish
Professional Working
English ASL
Elementary
Timeline
Team lead, Tier II Senior Representive
Cigna Healthcare
06.2016 - Current
Contracted Auto Detailer
Habbit Motor Company
06.2012 - 01.2016
Event Supervisor and Sales
Three Ring Service
05.2007 - 01.2010
Supervisor
MAS Security
09.2006 - 05.2007
Tier III RRS Team
Microsoft, Xbox Live
06.2006 - 05.2007
Sales agent
Dell, Inc.
02.2004 - 10.2006
Bio-Medical Apprentice
United States Air force
01.1997 - 08.1997
Bachelors in General Studies, BA Program - Mass Communication, History and Sociology
Texas State University
Associate of Arts - Electronics Equipment Installation And Repair
United States Air Force Micro-Electronics, LAFB
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