Francisco Vallejo
Summary
Experienced professional analyst with a strong emphasis on accuracy and strategic insights. Proficient in data analysis, reporting, and process improvement, consistently delivering reliable outcomes. Recognized for a collaborative approach and adaptability to changing priorities, ensuring effective teamwork and seamless project execution. Possesses strong problem-solving abilities and a keen attention to detail, committed to driving efficiency and achieving optimal results.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Support Account Analyst
Surescripts
10.2023 - Current
- Resolve high severity-level incidents, issues, escalations from both internal and external partners and problems through collaboration with operations, development, and participant personnel.
- Analyze trends in reported incidents and customer satisfaction surveys to identify training and process improvements.
- Maintain close and frequent contact with customers to strengthen rapport between the support team and the customer.
- Interacted professionally with clear, intentional communication, and set appropriate expectations on timeline of deliverables.
- Lead customer meetings to review bi-weekly case management reports and monthly analysis reporting.
- Supported departmental goals by contributing to the development of strategic initiatives and action plans.
- Develop and distribute internal and external reports regarding participant technical issues, transactional performance, outstanding cases, and case status to ensure adherence to established Service Level Agreements (SLAs).
- Collaborate with business areas, account managers, support, and operations personnel to effectively manage priorities, issues, communications, participants’ expectations, and progress
- Provide mentoring and training opportunities to internal team members.
- Monitor and track error trends for designated accounts (Walgreens, Walmart, CenterWell, MedImpact).
- Create and maintain reports and dashboards for stakeholders.
- Collaborate with other teams and users to improve support quality through continuous data-driven improvements.
- Gather and interpret user feedback, translating it into actionable insights (Case Management).
- Develop and maintain support documentation for support teams.
Associate Customer Support Analyst
Surescripts
09.2021 - 10.2023
- Responsible for managing customer support issues for e-Prescribing product, functioning as a liaison between two sides of the network, providing updates and encouraging communication via support case; case management within SLA timelines in relation to transaction errors, missing or misrouted transactions, faxed refill requests, and registering domains
- Triage Severity 1 and Severity 2 cases received in the support queue, assigning, and communicating with designated support teams
- Work with assigned key account Athena, and currently assisting with Walgreens account, functioning as the point of contact for escalation requests, leading biweekly, or monthly meetings for support issue review, reporting on current cases, directories, COVs, and regular support cases as well as answer any questions that they might have
- Develop and distribute reports based on customer's requests to assist with business needs that usually include technical issues, transactional performance, outstanding cases, and case status
- First line of triage when issues are presented; answer incoming customer phone calls to assist with different customer issues, and, if necessary, transfer calls to other support teams depending on customer needs
- Tracked changing software and technologies with potential to impact customer requirements.
- Troubleshot problems with software, hardware and networking for users.
Education
Bachelor's - Computer Information Systems
Ana G Mendez University
Gurabo, PR01.2016
Skills
- Computer Systems technician
- Personal Computers
- Windows OS
- Networking
- Advanced Excel
- Microsoft Office
- Data interpretation
- Oracle SQL/BigQuery
- Teamwork
- Customer service
- Communication skills
- Ability to work under pressure
- Multi-tasking
- Ability to follow policies and procedures
- Bilingual English and Spanish
Websites
Certification
Certified Customer Success Manager (CCSM)
Timeline
Support Account Analyst
Surescripts
10.2023 - Current
Associate Customer Support Analyst
Surescripts
09.2021 - 10.2023
Bachelor's - Computer Information Systems
Ana G Mendez University
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