Jose Mayorca
Clearwater,US
Summary
Dynamic Case Manager Supervisor at ABBTech | Deloitte with expertise in client case resolution and AWS monitoring. Proven track record of enhancing operational efficiency and client satisfaction through innovative strategies and proactive communication. Bilingual in Spanish and English, skilled in Salesforce troubleshooting and data analysis, driving impactful outcomes in complex case management.
Overview
7
7
years of professional experience
Work History
Case Manager Supervisor
ABBTech | Deloitte
Remote, FL
02.2025 - Current
- Generated morning reports for meeting briefings to enhance preparedness.
- Verified shift attendance within 30 minutes of start time to ensure compliance.
- Reviewed and assigned case manager responsibilities to optimize workflow.
- Shared client knowledge articles with case managers for improved service delivery.
- Monitored Amazon Web Services for missed calls, extended breaks, and lengthy calls.
- Delivered daily reports to each case manager regarding missed tasks or voicemails.
- Logged and communicated programmatic issues with client case manager for resolution.
- Troubleshot Salesforce and Amazon Web Services issues in collaboration with case managers.
Case Manager
Witt O Briens
03.2024 - 12.2024
- Manage complex cases, enhancing client outcomes and operational efficiency.
- Boost client satisfaction through proactive communication and swift resolutions.
- Guide clients empathetically through challenging situations.
- Innovate case management strategies, reducing resolution times significantly.
- Remote
Case Manager
Tidal Basin
05.2022 - 12.2023
- Resolved discrepancies with client applications to verify eligibility.
- Manage disaster recovery cases, streamline claim processes, and ensure timely assistance.
- Communicated with people from various cultures and backgrounds in application process.
- Processed and certified documents for accuracy and compliance with government regulations.
- Followed guidelines when reviewing applicant data to determine eligibility for economic assistance.
- Assisted clients with completion of applications and paperwork.
- Assisted clients in navigating housing, legal services and public benefits to gain access to valuable resources.
Eligibility Specialist
ERAP Florida Program
09.2021 - 05.2022
- Evaluated complex cases for emergency rental assistance, ensuring compliance with program guidelines and optimizing resource allocation.
- Guided applicants through documentation requirements, facilitating access to critical housing support during challenging times.
- Meticulously reviewed financial records and legal documents to verify eligibility, maintaining program integrity.
- Coordinated with team members and partner agencies to resolve complex cases, ensuring comprehensive support for clients.
Unit Manager
The Florida Department of Economic opportunity, DEO
05.2020 - 06.2021
- Resolved discrepancies with client applications to verify eligibility.
- Communicated with people from various cultures and backgrounds on application process.
- Processed and certified documents for accuracy and compliance with government regulations.
- Followed guidelines when reviewing applicant data to determine eligibility for economic assistance.
- Assisted clients with completion of applications and paperwork.
- Assisted clients in navigating housing, legal services and public benefits to gain access to valuable resources.
- Completed home rental reinstatement case files for state of Florida.
- Meet deadlines and program goals in fast-paced environment.
- Collect, compile, report and maintain necessary data in program tracking systems for statistics and reporting.
- Scheduled appointments with applicants to gather information and explain benefits processes.
Operations Manager
S&B LED Solutions Inc
06.2018 - 04.2020
- Reviewed applications for different aid programs and determined which qualification criteria for individuals.
- Trained staff on current eligibility requirements and policies.
- Responsible for developing, leading, and motivating a Team of 100 agents remotely for the state of Florida.
- Ensured all Florida claims were being processed successfully by providing support to all the claimants in the state of Florida.
- Remotely operated virtually with 20 supervisors who assisted in coaching and training development in having agents complete the claims successfully.
- Managed the Social Intent Virtual Chat system for all agents to contact internal supervisor/s for help as necessary to resolve claim issues.
- Attentively ensure that all metric goals and compliance were being met by keeping above average call compliance completion for all Florida Claims.
- Managed the virtual online dialer system through the InContact call center application to ensure all calls were following DEO policy.
- Monitor and ensure compliance with established Florida Claims practices are met monthly.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Developed systems and procedures to improve operational quality and team efficiency.
- Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and services.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Developed and maintained relationships with external vendors and suppliers.
- Analyzed and reported on key performance metrics to senior management.
- Introduced new methods, practices, and systems to reduce turnaround time.
- Partnered with vendors and suppliers to effectively manage and budget.
- Trained new employees on proper protocols and customer service standards.
Education
Associate Degree - Information Technology Management
St. Petersburg College
Clearwater, FLSkills
- Bilingual (Spanish/English)
- AWS monitoring
- Salesforce troubleshooting
- Client case resolution
- Data analysis
- Document compliance
Languages
English, Spanish
Languages
Spanish
Professional
Timeline
Case Manager Supervisor
ABBTech | Deloitte
02.2025 - Current
Case Manager
Witt O Briens
03.2024 - 12.2024
Case Manager
Tidal Basin
05.2022 - 12.2023
Eligibility Specialist
ERAP Florida Program
09.2021 - 05.2022
Unit Manager
The Florida Department of Economic opportunity, DEO
05.2020 - 06.2021
Operations Manager
S&B LED Solutions Inc
06.2018 - 04.2020
Associate Degree - Information Technology Management
St. Petersburg College
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