Jason Munoz
San Antonio,TX
Summary
To gain meaningful employment with USAA as a entry-level Claims Contact Center Representative.
Overview
6
6
years of professional experience
Work History
CCR Level 2
Caremark LLC
, TX
09.2021 - Current
- Delivered fast, friendly and knowledgeable service for routine questions regarding prescription insurance plan design.
- Assisting current Caremark prescription plan members with mail order refills, new Rx requests and mail order status updates.
- De-escalate customer issues with proven conflict mediation and problem-solving abilities.
- Identify cost savings opportunities for expensive medications by finding third party savings offers and coupons.
- Help future members understand their prescription insurance plan options to determine which plan best suites their needs.
- Guiding members through the prior authorization process to ensure they get the medications they need and at the best cost.
- Approving overrides to allow early refills when member is going on vacation or if they have lost their prescriptions.
Team Leader
Conduit Global
San Antonio , TX
12.2019 - 07.2021
- Assisted my supervisor by handling 1 on 1 coaching's, moderating team meetings, and answering questions posed by agents in our team chat.
- Handling escalated calls to ensure customer satisfaction and continued loyalty.
- Providing detailed information to potential new customers to ensure they chose the wireless phone plan best suited for their specific needs.
- Helped diagnose basic technical issues and provide resolution by patiently walking customers through complicated hardware processes.
- Stepping in as the team leader when our supervisor was out of the office or busy with management meetings.
- Approving monetary credits requested by team members.
Cook
Mcdonalds, PDI FOODS
San Antonio , TX
09.2018 - 12.2019
- Prepared dishes in fast-paced environment working with teammates to maintain high customer satisfaction rate.
- Followed established procedures and requirements for safe food handling, storage and service.
- Operated grills, fryers and broilers to cook items to quality guidelines.
- Wrapped, dated and labeled food items in storage for safety and freshness.
- Enforced proper sanitation practices to prevent spoiling or contamination of foods.
- Operated ovens, fryers and mixers safely to prevent kitchen accidents and machinery malfunction.
Education
High School Diploma -
Communications Arts HS
San Antonio , TX06.2009
Some College (No Degree) - Biology
University of Texas At Austin
Austin, TXSkills
- 3 years experience in the prescription insurance business
- 2 years experience as a team leader in a call center environment
- 5 years of experience in a call center environment with both inbound and outbound phone calls
- Calm and professional under high pressure situations
- Time management and multi-tasking
- Basic computer software understanding
- Creative problem solver and de-escalator
Accomplishments
- Obtained my level 2 CCR certification at Caremark
- 1st place award for doubles event in the San Antonio youth bowlers tournament 2009
- 3rd Place award for singles event in the Ponderosa Youth Bowling Tournament.
- 3rd place award in the Texas State tournament for varsity youth bowlers.
- 2nd chair Jazz Bassist for high school band
References
- Patrick Cagle (Varsity Bowling coach)
210-379-1023
- Veronica Tobias (Caremark Supervisor)
210-914-2852
- Naomi Fragoso (Former TA / and tech support employee for Amazon LLC)
210-753-4635
Timeline
CCR Level 2
Caremark LLC
09.2021 - Current
Team Leader
Conduit Global
12.2019 - 07.2021
Cook
Mcdonalds, PDI FOODS
09.2018 - 12.2019
High School Diploma -
Communications Arts HS
Some College (No Degree) - Biology
University of Texas At Austin