Jacob Daniel Acevedo
Tempe,AZ
Summary
Committed and principled professional recognized for leadership, integrity, and dedication to excellence. Known for delivering high-quality service, fostering strong team collaboration, and upholding ethical standards and accountability. Experienced in strategic and tactical planning, business management, and providing excellent customer service. Bilingual in Spanish and English, with a proven ability to communicate effectively across diverse audiences.
Overview
10
10
years of professional experience
Work History
COBRA Client Service Specialist
Clarity Benefit Solutions
Tempe, Arizona
06.2024 - 02.2025
- Delivered client and broker training on COBRA renewal processes and application procedures.
- Managed and updated EDI files for COBRA participants and new plan members, maintaining data accuracy.
- Generated Remittance Reports to inform clients of COBRA premiums and supported claims processing.
- Coordinated with insurance carriers to communicate COBRA continuation and resolve client issues.
- Handled escalated inquiries, providing thorough and timely resolutions to ensure client satisfaction.
Participant Services Representative
Clarity Benefit Solutions
09.2022 - 06.2024
- Managed high-volume calls regarding FSA, HSA, HRA, Universal, and COBRA plans, providing timely resolutions.
- Used Salesforce to track participant cases and provide responsive solutions to client inquiries within 24-48 hours.
- Handled member account details through Alegeus and COBRApoint platforms, ensuring data security.
- Provided real-time assistance through live chat, maintaining service excellence during peak hours.
VAAC Analyst & Alarm Responder
Amazon GSOC
08.2021 - 08.2022
- Performed core functions consistent with the previous VAAC Analyst role, ensuring continuity and accuracy in operations.
- Coordinated audit schedules and supported audit workflow for analysts across multiple shifts.
- Monitored Quip chat to ensure audit activity and compliance with established procedures.
- Reviewed case data to verify that contact tracing could be completed based on HR-provided information.
- Monitored global alarm systems for Amazon warehouse sites and responded to Tier 1 alarms indicating potential emergencies.
- Utilized Amazon Connect to make outbound calls and Amazon Chime to message site personnel for security verification.
- Operated the Lenel security system to clear and mask alarms, issue access passes, and trace historical alarm activity.
Amazon GSOC - VAAC Analyst
Aerotek
02.2021 - 07.2021
- Utilize various Amazon Warehouse cameras such as Bosch, Vision, and Milestone to trace person of interest and record violations.
- Utilize various Amazon approved tools to find out the location of the site, a picture of the POI, job function of the POI, their workstations, and their day-to-day schedule.
- Create a detailed excel report that shows the findings during the trace.
- Special projects in which I assisted during Amazons prime week with monitoring various sites for signs of protest.
- Deep diving projects to organize the types of violations and areas of opportunity.
- Conduct trace audits to ensure that the quality is up to standards.
Blue Shield of California – Team Lead
TTEC - Phoenix
08.2015 - 01.2021
- Assist members with authorization of their pharmacy and medical prescriptions
- Guide the members on how to make a payment on their account or set up automatic payments.
- Update accounts via administrative work.
- Help locate a primary care physician or specialist in their area.
- Answer questions or concerns regarding their benefits.
- Send out paperwork via fax, email, or mail.
- Effectively navigate through multiple programs to better assist the members with their needs.
- Problem solve by researching members payments over the past few months in regard to verifying if there was an over payment and initiate a refund based on the research.
- Reach out to doctors or pharmacists on behalf of the members to verify eligibility or benefit information.
- Be able to notate the details of the call effectively and efficiently in the member’s account
- Use MS Outlook, MS Word, MS PowerPoint, and Excel to organize, manage and communicate between partners.
- Use Zoom meeting chat to assist teammates with their calls.
- Review ASAT & DSAT surveys for the agents.
- Provide supervisor authorizations for inquiries needing team lead approval.
- Coach agents based on call performance, reliability, and behavior.
- QA audit 2 calls per agent a month
Education
GED Diploma -
Frank Gordon adult education
Skills
- Customer Service Excellence: Proven ability to deliver exceptional client experiences, resolve complaints effectively, and support long-term business retention
- Team Leadership: Skilled in coaching, mentoring, and managing performance to foster high-performing teams
- Process Improvement: Experienced in identifying inefficiencies, streamlining workflows, and implementing solutions that drive operational success
- Technical Proficiency: Proficient in Salesforce, Alegeus, COBRApoint, Lenel Security systems, and Microsoft Office Suite (Word, Excel, Outlook)
- Multitasking & Time Management: Adept at managing competing priorities under pressure while maintaining strong attention to detail
Additional
- Ability to work on a rotating shift.
- Expert in communication skills.
- Strong organization and multitasking skills.
- Exceptional customer service accomplishments.
- Proficient with all Microsoft applications (Word, Outlook, Excel etc.)
Timeline
COBRA Client Service Specialist
Clarity Benefit Solutions
06.2024 - 02.2025
Participant Services Representative
Clarity Benefit Solutions
09.2022 - 06.2024
VAAC Analyst & Alarm Responder
Amazon GSOC
08.2021 - 08.2022
Amazon GSOC - VAAC Analyst
Aerotek
02.2021 - 07.2021
Blue Shield of California – Team Lead
TTEC - Phoenix
08.2015 - 01.2021
GED Diploma -
Frank Gordon adult education
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