Open To Work
John Robert Cortez
Blue Cross and Blue Shield
San Angelo,TX
Work Preference
Job Search Status:
Open to work
Dedicated Customer Service Professional experienced in efficiently resolving customer concerns and fostering collaborative team efforts. Delivered consistent results through strong communication and conflict resolution skills. Committed to enhancing customer satisfaction and contributing to organizational success.
21
years of professional experience
Work History
Customer Advocate II
2 Years 7 Months
Blue Cross and Blue Shield - San Angelo, TX | 01.2024 - Current
- Advocated for customer needs, resolving inquiries efficiently to enhance satisfaction.
- Collaborated with cross-functional teams to streamline communication processes and improve service delivery.
- Implemented feedback mechanisms, ensuring continuous improvement in customer support strategies.
- Analyzed customer feedback data to identify trends and recommend actionable solutions for service enhancement.
- Handled difficult customer situations with grace and professionalism, consistently meeting first-call resolution metrics.
- Generated higher customer loyalty by consistently meeting or exceeding service-level agreements and performance metrics.
Broadband Technician IV (Field Service Lead)
18 Years 7 Months
Optimum (Suddenlink Communications) - San Angelo, TX | 04.2005 - 11.2023
- Progressed from a Broadband Technician I to a Broadband Technician IV
- Install, test, and troubleshoot Suddenlink services including video, data and telephone from tap to customer electronic devices.
- Perform complex residential and commercial installation and service.
- Install, test, and service complex services that could include home security, fire alarms, commercial data, GEPON, commercial phone, static IP and PRI
- Utilize network tools and troubleshooting knowledge to resolve network problems
- Resolve issues at installation and on scheduled service calls from customers' select locations to tap or pole.
- Educate customers regarding use of installed products; explains waivers, agreements, customer release forms, charges, and billing procedures.
- Maintain network integrity through preventive maintenance and home certifications.
- Use automated routing system for daily routes and requisitioned equipment and supplies.
- Collaborated with colleagues from other departments to enhance service delivery and achieve key performance indicators.
- Support Supervisor with route assignments, research performance metrics identifying unfavorable trending suggesting action plans
- Inspired team members to enhance collaboration and productivity
- Identify training needs and provide coaching
- Provide training updates and reports to the supervisor, identifying possible knowledge gaps
Education
High School Diploma
Lake View - San Angelo, TX
05-1998
Skills
Customer service
Detail Oriented
Strong Leadership Skills
Data analysis
Strong Communicator
Relationship building
High performance ratings
Timeline
Customer Advocate II
Blue Cross and Blue Shield
01.2024 - CurrentRead more
Broadband Technician IV (Field Service Lead)
Optimum (Suddenlink Communications)
04.2005 - 11.2023Read more
Lake View - High School Diploma,
Read more