Jose Cortes
Cleveland,OH
Summary
A hardworking representative maintaining and enhancing customer service by delivering systems and procedures and supervising staff. Communicative and responsible team leader builds productive and positive relationships with employees and customers to improve retention and loyalty. Consistently promotes company values and culture through all interactions.
Overview
11
11
years of professional experience
Work History
Senior Customer Service Representative
Medical Mutual of Ohio
07.2018 - Current
- Collaborated with other departments to address customer issues, resulting in improved cross-functional communication.
- Reduced claim denials by verifying patient eligibility and coverage details before submission.
- Increased patient satisfaction by efficiently processing insurance claims and addressing inquiries.
- Enhanced team productivity by providing ongoing training and mentorship to claims adjusters.
- Resolved complex claims issues with a thorough investigation, resulting in fair settlements for all parties involved.
Operations Assistant
Flex Hotel & Spas
01.2015 - 01.2021
- Streamlined operations by implementing efficient inventory management systems.
- Enhanced team productivity by providing administrative support in scheduling and coordinating meetings.
- Boosted order fulfillment rates by closely monitoring inventory levels and promptly addressing discrepancies.
- Increased efficiency with thorough record-keeping of operational documents, including invoices, purchase orders, and shipping documentation.
Team Lead
Revenue Group
04.2016 - 01.2018
- Directed and supervised a team of 24 engaged in customer service and career development.
- Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
- Led cross-functional teams for successful project execution while maintaining strong collaboration among team members.
- Managed risks and mitigate potential issues through proactive planning, monitoring, and timely decision-making.
- Increased customer satisfaction by ensuring timely completion of projects and adherence to high-quality standards.
Assistant Manager
Family Dollar
06.2013 - 12.2014
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Developed strong working relationships with staff, fostering a positive work environment.
- Increased sales through effective merchandising strategies and targeted promotions.
- Streamlined store operations for increased efficiency, implementing new processes and procedures.
Education
Associate of Science -
Cuyahoga Community College
Cleveland, OH12.2022
Bachelor of Science -
Cleveland State University
Cleveland, OHSkills
- Adaptability
- Conflict Management
- Database Research
- Recruitment and Hiring
- Staff Evaluation
- Strategic Planning
- Cross-functional Collaboration
- Records Management
- Quality Assurance
- Software Knowledge
Timeline
Senior Customer Service Representative
Medical Mutual of Ohio
07.2018 - Current
Team Lead
Revenue Group
04.2016 - 01.2018
Operations Assistant
Flex Hotel & Spas
01.2015 - 01.2021
Assistant Manager
Family Dollar
06.2013 - 12.2014
Associate of Science -
Cuyahoga Community College
Bachelor of Science -
Cleveland State University