Gabriel Maldonado
West Covina,CA
Summary
Knowledgeable and dedicated customer service professional with extensive experience in the Health Care industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
15
15
years of professional experience
Work History
Program Manager Apprentice I - Consumer Experience
Alignment Healthcare
07.2019 - 09.2022
- Managed and supervised administrative and daily program operations, complying with policies and regulations.
- Identified program obstacles and communicated possible impacts to team.
- Coached team members on productivity strategies to accomplish challenging goals.
- Developed and maintained logistics workflows, procedures and reports.
- Facilitated workshops and conducted one-on-one training to educate team members.
- Collaborated with business leadership to set priorities based on business needs, resource capacity and risk exposure.
- Worked with subject matter experts to develop and implement mentoring programs to promote better learner experiences.
- Facilitated user end access necessary to AHC systems and manages ongoing user account systemaccess (150+ New users average) as well as escalating technical issues regarding access
Call Center Team Lead
Alignment Healthcare
02.2017 - 07.2019
- Handled advanced issues with calm, knowledgeable and professional approach.
- Generated reports detailing metrics such as call times and satisfaction ratings.
- Answered product and service questions, suggesting other offerings to attract potential customers.
- Oversaw team of 35 agents focused on Member calls.
- Motivated employees to increase productivity and maximize service quality with hands-on leadership style.
- Responded to team support questions quickly to maintain call center efficiency.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
Quality Assurance/Training Officer
Ansafone Contact Center
06.2009 - 07.2017
- Mentored new hires, resulting in stronger staff development and increased productivity.
- Monitored and reported trainee progress, introducing new learning tools to address individual needs.
- Delivered instructional presentations on equipment use, focusing on efficiency and safety.
- Developed effective training plans based on department needs and objectives.
- Implemented diverse instructional methods, optimizing trainee engagement.
- Identified and recommended staff for key positions and departments.
- .Monitor phone calls to ensure CSRs are in compliance with the company's quality guidelines
- Gathered, documented, and modeled data to assess business trends.
- Evaluated diverse organizational systems to identify workflow, communication, and resource utilization issues.
Inbound Customer Service Representative
Ansafone Contact Centers
05.2007 - 06.2009
- Answered phone with friendly greeting to create positive inbound calling experience for customers.
- Asked fact-finding questions to determine customer needs and expectations and recommended specific products and solutions.
- Resolved complaints to satisfy customers and encourage future transactions.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer calls and emails to answer questions about products and services.
- Addressed customer account discrepancies and concerns.
Education
High School Diploma -
DGETI
MexicoSkills
- Medicare - Medicaid Specialist with over 10 years of experience
- Over 15 years of experience in Call Center under several roles including but not limited CSR, Trainer, QA Analyst, Team lead, and Program Manager
- Business Acumen
- Multi-Operations Management
- Problem-Solving Ability
- Strong Soft Skills
- Call Center Operations
- Bilingual -Spanish (Advance)
Timeline
Program Manager Apprentice I - Consumer Experience
Alignment Healthcare
07.2019 - 09.2022
Call Center Team Lead
Alignment Healthcare
02.2017 - 07.2019
Quality Assurance/Training Officer
Ansafone Contact Center
06.2009 - 07.2017
Inbound Customer Service Representative
Ansafone Contact Centers
05.2007 - 06.2009
High School Diploma -
DGETI
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