Microsoft Office
Gustavo Saucedo
Customer Service
McAllen,TX
Summary
Accomplished Customer Service Supervisor at Cognosante, leveraging exceptional communication and organizational skills to enhance team performance and efficiency. Expert in technical support and training, demonstrated by leading teams to exceed goals through innovative strategies. Achieved significant improvements in customer service delivery by fostering a culture of continuous learning and emotional intelligence.
Overview
12
12
years of professional experience
2
2
Languages
Work History
Customer Service Representative
Cognosante
04.2021 - Current
- Assisted health care providers in navigating the reporting of their federally issued Provider Relief Fund monies with detailed explanation of PRF Reporting logic
- Answered provider telephone calls promptly to avoid on-hold wait times.
- Navigated customer relations management tool Salesforce and Tableau Data Analysis Inquiry Tool in order to deliver enhanced caller experience with attention to accurate and current information
- Used program guided information guides such as the PRF Reporting Portal User Guide and PRF Frequently Asked Questions to evaluate caller inquiries and find accurate solutions.
- Communicated through live consultations on NICE inContact and communication platform MS Teams with team members to assist in providing resolution to complex inquiries and meet team goals.
- Resolved escalated provider inquiries for Application Payment Support including PRF payment methodology and status of PRF Reconsideration
- Cooperated with team members in order to bring resolution to provider inquiries with various levels of complexity
- Responded to inquiries as part of Decision Review Team regarding Decision Review process and status to include Opportunity To Report while using MRT Salesforce tool
- Responded to providers in debt collection and redirected to debt collection CRS and Cross Servicing
- Guided providers through PRF website pages for future reference and self-guided study to meet their specific needs and inquiries
- Adhered to business requirements as provided by the Human Resource and Services Administration
- Maintained current all annual and appropriate training as required
- Updated timesheet Deltek Costpoint on a daily bases to reflect accurate timekeeping
- Reviewed new information to the PRF in order to uphold program integrity
U.S. Census Enumerator
U.S. Department Of Commerce
09.2020 - 10.2020
- Visited assigned neighborhoods and knocked on doors to encourage participation in Census.
- Served as last line of defense to obtain accurate count for federal funding and fair political representation.
- Met with supervisor to review procedures, report issues or concerns and receive instructions.
- Leveraged smartphones to record information.
- Interviewed residents in assigned areas to explain purpose of Census, ask questions and record answers.
- Maintained and submitted records of hours worked, miles driven and expenses incurred to facilitate accurate reporting measures.
Customer Service Supervisor
Cognosante
06.2020 - 09.2020
- Coached employees through day-to-day work for outbound call campaign in accordance with the Small Business Administration's Economic Injury Disaster Loan program.
- Coached team members to deliver hospitable, professional service while adhering to best practices..
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Exceeded team goals and collaborated with colleagues to ensure day-to-day functioning of program.
- Assisted with training team to facilitate the onboarding of employees and confirm the functionality of technological tools necessary for job performance.
- Approved employees time card while ensuring accuracy
Customer Service Trainer
Cognosante
01.2020 - 06.2020
- Trained new personnel regarding company operations, policies and services in conjunction with the 2020 Census technical assistance support line
- Updated employees on new knowledge and technical procedures.
- Created power point presentations as reference point for representatives to meet caller needs.
- Approved timecards and verified for accuracy
- Entered billing data for every customer service representative
Customer Service Supervisor
Cognosante
06.2019 - 01.2020
- Coached employees through day-to-day work to resolve technical support for U.S. Census applicants.
- Kept abreast of new knowledge to assist customer service representatives in better serving caller needs.
- Coached team members to deliver hospitable, professional service while adhering key performance indicators.
- Conducted training and mentored team members to promote productivity, accuracy and commitment to outstanding service.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Implemented incentives and team-building events to boost team morale.
Customer Service Representative
Cognosante
09.2018 - 11.2018
- Responded to hurricane survivors queries about their application for assistance in accordance with FEMA
- Completed applications for hurricane survivors in order to receive assistance for damage to property and possessions.
- Answered constant flow of survivor calls with minimal wait times.
- Created work orders so inspector can provide estimate of losses for survivors' property.
- Answered survivor telephone calls promptly to avoid on-hold wait times.
Personal Trainer
Self Employed
12.2014 - 01.2018
- Designed specific workout systems for individual clients based on performance ability.
- Trained clients during strength training, cardio vascular exercise and stretching.
- Educated clients on nutrition, fitness, and stress management.
- Achieved improvements for clients by designing optimal wellness plans and organizing schedules to promote consistency.
- Informed clients about nutrition, lifestyle issues, and exercise principles.
- Minimized injury risks by advising clients about proper exercise form.
- Motivated clients to achieve their personal fitness goals through developing and modifying routines.
Teacher
La Joya ISD
09.2012 - 05.2014
- Planned and implemented lessons to meet learning objectives.
- Communicated with parents, students and faculty to provide feedback and discuss instructional strategies.
- Worked cooperatively with other teachers, administrators and parents to help students reach learning objectives.
- Enhanced student knowledge of technology by integrating various web-based applications for research and assignments.
- Reviewed curriculum and devised alternate approaches to presenting lessons to increase student understanding and engagement.
- Supervised learning groups of students in classroom stations.
- Held conferences with parents to address questions, discuss academic progress and encourage learning goals.
- Graded and evaluated student assignments, papers and course work.
- Coached UIL Math and Number Sense team to multiple district championships.
Education
Bachelor of Arts - History
The University of Texas Rio Grande Valley
Edinburg, TX 08.2001 - 2011.08
Skills
Customer service
Problem-solving
Active listening
Product knowledge
Time management
Critical thinking
Customer education
Professional telephone demeanor
Team development
Accomplishments
Coached U.I.L. Math team during the 2013-2014 season to two district championships in Number Sense, one district championship in Math, and a second place in Number Sense among twenty-five elementary schools.
Software
Microsoft Teams
Zoom
Internet Browsing
Data Entry
Timeline
Customer Service Representative
Cognosante
04.2021 - Current
U.S. Census Enumerator
U.S. Department Of Commerce
09.2020 - 10.2020
Customer Service Supervisor
Cognosante
06.2020 - 09.2020
Customer Service Trainer
Cognosante
01.2020 - 06.2020
Customer Service Supervisor
Cognosante
06.2019 - 01.2020
Customer Service Representative
Cognosante
09.2018 - 11.2018
Personal Trainer
Self Employed
12.2014 - 01.2018
Teacher
La Joya ISD
09.2012 - 05.2014
Bachelor of Arts - History
The University of Texas Rio Grande Valley
08.2001 - 2011.08
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