Jorge Delgado
Sacramento,CA
Summary
Customer service and care professional with 10+ years across call centers, in‑home care, and retail. Proven supervisor of 20–25 agents, improving quality, first‑contact resolution, and member experience while maintaining HIPAA/CMS compliance. Analytical problem‑solver leveraging Microsoft Office, Genesys, Jira, and Power BI to streamline workflows and reduce handle time. Bilingual (English/Spanish); M.S. in Accounting & Financial Management.
Overview
12
12
years of professional experience
Work History
Member Service Representative
Aetna, a CVS Health Company
08.2025 - Current
- Delivered empathetic, accurate support on high-volume inbound calls, clarifying benefits, eligibility, claims, and billing.
- Achieved first-contact resolution by diagnosing root cause, completing transactions, and coordinating cross-functional follow-ups with Claims, Billing, and Enrollment.
- Processed premium payments, refund requests, and demographic information updates; documented all interactions with strict compliance to audit standards.
- Applied HIPAA and CMS guidelines on every interaction, verifying identity and safeguarding PHI.
- Leveraged knowledge base and job aids to reduce handle time and prevent repeat contacts; remained current through ongoing training and policy updates.
- Escalated systemic issues and surfaced member points to improve processes and member experience.
In Home Caregiver
In Home Support Services (IHSS), Sacramento
01.2024 - 02.2025
- Maintained a clean and safe living environment, performing housekeeping tasks and organized living spaces for optimal comfort.
- Collaborated with healthcare professionals to implement and monitor specialized care plans for clients with chronic conditions and complex medical needs.
- Assisted client with activities of daily living (ADLs), including bathing, dressing, grooming, and mobility support, promoting independence and maintaining dignity.
- Provided compassionate and personalized in-home care for an individual with varying health conditions and needs, ensuring their physical and emotional well-being.
- Managed medication distribution, tracked vital signs and effectively handled emergencies.
Call Center Supervisor
Maximus Services LLC
02.2021 - 10.2023
- Conducted weekly team meetings to relay updates on project policies and procedures, as well as changes to call scripts and upcoming campaign initiatives.
- Supervised a team of 20-25 agents, ensuring the delivery of high-quality customer service through guidance and support.
- Provided continuous coaching to agents, pinpointing areas for enhancement and facilitating necessary training resources.
- Participated in client meetings to formulate strategies for improving quality scores and to receive generalized and specific call center phone lines information.
- Coordinated with departments such as IT and HR to resolve my agent’s technical and personnel issues impacting call center effectiveness.
- Demonstrated strong leadership skills by fostering a positive work environment that encouraged teamwork, open communication, and employee engagement.
- Assisted fellow supervisors in any capacity I could to ensure the success of their individual tasks, the success of the staff assigned to them, and the overall success of call center operations.
- Evaluated and analyzed quality control (QC) and quality assurance (QA) metrics for agents.
- Managed scheduling of breaks/lunches for agents to maintain optimal staffing levels during peak hours.
Customer Service Representative
The Panther Group
04.2020 - 02.2021
- Managed a high volume of incoming calls and emails, consistently meeting or exceeding performance metrics.
- Maintained a positive attitude and professional demeanor even when faced with challenging or difficult customers.
- Adapted to new software tools, enhancing efficiency in customer service operations.
- Recognized as a subject matter expert within the department due to extensive knowledge of Covid-19 and how it impacted California.
- Utilized conflict resolution techniques to de-escalate difficult situations while ensuring a professional approach.
- Mentored team members to enhance their performance and overall team efficiency in the call center.
- Ranked among the top performers for delivering excellent customer service through timely responses and issue resolution.
- Utilized active listening techniques, problem solving skills, and analyzing skills when interacting with customers allowing me to understand their needs better, leading to improved customer satisfaction.
Member Service Attendant Front
Sam's Club, Sacramento
05.2018 - 02.2020
- Managed fuel station operations and ensured a safe environment for customers.
- Helped customers load purchases into their vehicles and retrieved shopping carts from the lot.
- Operated a pallet jack for merchandise movement, maintaining a well-organized and stocked sales area.
- Conducted regular cleaning tasks, including trash collection, floor sweeping, and window washing.
- Welcomed customers upon entry and aided in locating products within the store.
In Home Caregiver
In Home Support Services (IHSS), Sacramento
10.2018 - 12.2018
- Maintained a clean and safe living environment, performing housekeeping tasks and organized living spaces for optimal comfort.
- Collaborated with healthcare professionals to implement and monitor specialized care plans for clients with chronic conditions and complex medical needs.
- Assisted client with activities of daily living (ADLs), including bathing, dressing, grooming, and mobility support, promoting independence and maintaining dignity.
- Provided compassionate and personalized in-home care for an individual with varying health conditions and needs, ensuring their physical and emotional well-being.
- Managed medication distribution, tracked vital signs and effectively handled emergencies.
In Home Caregiver
Private Care, Sacramento
01.2014 - 09.2017
- Maintained a clean and safe living environment, performing housekeeping tasks and organized living spaces for optimal comfort.
- Collaborated with healthcare professionals to implement and monitor specialized care plans for clients with chronic conditions and complex medical needs.
- Assisted client with activities of daily living (ADLs), including bathing, dressing, grooming, and mobility support, promoting independence and maintaining dignity.
- Provided compassionate and personalized in-home care for an individual with varying health conditions and needs, ensuring their physical and emotional well-being.
- Managed medication distribution, tracked vital signs and effectively handled emergencies.
Education
Master's degree - Accounting and Financial Management
Keller Graduate School of Management of DeVry University-Folsom
Folsom, CA03-2016
Bachelor of Science - Business Administration
DeVry University-Elk Grove
Elk Grove, CA10-2014
Associate's degree - Business Administration
Heald College-Rancho Cordova
Rancho Cordova, CA03-2013
Skills
- Team leadership
- Team management
- GPS
- Peachtree Accounting
- Typing - Average typing speed (1-60 WPM)
- Active listening
- Cisco Jabber
- Call center management
- Phone etiquette
- Computer
- Quality assurance
- Self-starter
- Time management
- Communication skills
- Proofreading
- Leadership
- Microsoft Office
- Analysis skills
- Quality control
- Business coaching
- Remote team management
- Power BI
- Flexibility
- Staff training
- Organization
- Team development
- Computer operation
- Conflict management
- AWS
- Detailed-oriented
- Computer skills
- Microsoft Powerpoint
- Conflict resolution
- Microsoft SharePoint
- Work Under Pressure
- Microsoft Word
- Amazon Workspaces (AWS)
- Interpersonal skills
- Genesys software
- Data entry - Data entry experience (Less than 1 year)
- Call Center
- Windows Remote Desktop
- Bilingual
- Attention to detail
- Teamwork
- Management
- Data filtering
- Fast learner
- Microsoft Outlook
- Cisco Finesse
- Pivot tables
- Adaptability
- Jira
- HIPAA
- Root cause analysis
- Organizational skills
- Remote access software
- Analytical thinking
- Communication
- Microsoft Excel
- Supervising experience
- Windows
- Customer service
- Training & development
- English
- Bilingual (English and Spanish)
- Microsoft Power BI
- Centers for Medicare and Medicaid Services (CMS)
- Multitasking
- Microsoft Access
- Call center experience
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Member Service Representative
Aetna, a CVS Health Company
08.2025 - Current
In Home Caregiver
In Home Support Services (IHSS), Sacramento
01.2024 - 02.2025
Call Center Supervisor
Maximus Services LLC
02.2021 - 10.2023
Customer Service Representative
The Panther Group
04.2020 - 02.2021
In Home Caregiver
In Home Support Services (IHSS), Sacramento
10.2018 - 12.2018
Member Service Attendant Front
Sam's Club, Sacramento
05.2018 - 02.2020
In Home Caregiver
Private Care, Sacramento
01.2014 - 09.2017
Bachelor of Science - Business Administration
DeVry University-Elk Grove
Associate's degree - Business Administration
Heald College-Rancho Cordova
Master's degree - Accounting and Financial Management
Keller Graduate School of Management of DeVry University-Folsom