Jose L Diaz
Silver Springs,FL
Summary
Hardworking and knowledgeable Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, and providing customized solutions to build loyalty. Self-motivated and independent in sourcing and implementing solutions. Good conflict mediation and multitasking abilities. Calm and composed in stressful situations with successful record of reducing customer dissatisfaction through acknowledgment, decisive communication and focused solutions. Expert at finding win-win solutions.
Overview
17
17
years of professional experience
Work History
Member Benefits Advocate
BeneLynk
06.2022 - Current
- Help members with application process and obtaining all paperwork needed to be submitted
- Provide detailed information for Medicaid benefits and eligibility requirements.
- Handled phone calls related to members' accounts or general questions about products and services
- Screened applicants for different Medicaid programs and determined which qualification criteria for individuals
- Interviewed applicants and explain scope of different available benefits for Medicaid.
- Conducted interviews with potential participants in order to determine eligibility criteria.
- Gather all documents that determine eligibility requirements to be reviewed by Case Analyst
- Help with filing and sending Snap application
Enrollment Specialist
Papa Inc
02.2022 - 06.2022
- Met or exceeded enrollment and retention goals consistently.
- Understood and thoroughly explained services provided to customers and potential customers.
- Created and followed call scripts and flows to maximize effectiveness.
- Received in-bound calls and initiated out-bound daily calls to introduce customers to products and services offered.
- Scheduled and confirmed appointments for members
- Screened potential customers to determine interest and requirements for products and services of company.
- Addressed client inquiries and updated database information.
Self Employed Courier
Doordash
04.2018 - 01.2022
- Followed all necessary protocols to ensure products were delivered safely and securely
- Provided a first-rate delivery service experience around Orlando and further afield
- Adhered to new health and safety social distancing guidelines when delivering food to homes and offices.
Call Center Customer Service Agent
Teleking Services
10.2014 - 04.2018
- Answer incoming requests and recorded complaints Provide information about, and transfer calls to, various City Agencies Forward emergency callers to 911.
- Maintained exceptional customer satisfaction by providing helpful advice.
- Recorded details from customer communications such as comments, inquiries, complaints and actions taken.
- Assisted customers with inquiries, issues and complaints via telephone, email.
- Provided accurate information on products and services to customers.
- Identified customer needs by asking probing questions and actively listening to responses.
Customer Service Representative Agent
Constructamax
07.2010 - 04.2011
- Contacted and scheduled appointments with home and business owners in reference to upgrading their existing water meters
- Performed appointment confirmation calls; rescheduled appointments when necessary
- Documented customer contact information, status, and services scheduled
- Created, updated, and tracked project plans to ensure all tasks were completed on time.
- Maintained a detailed log of all installations, repairs, and maintenance activities.
Customer Service Associate
Home Medical Equipment
01.2009 - 02.2010
- Received and entered orders, canceled accounts, and verified insurance information
- Scheduled equipment pick-ups and deliveries with customers Checked to ensure that appropriate changes were made to resolve customer problems
- Kept records of customer interactions and transactions by recording details, complaints, and actions taken
- Assisted with patient registration processes, including verifying insurance information and collecting co-payments.
- Performed data entry of patient information into electronic health record system.
- Verified patient eligibility for insurance coverage by contacting insurance carriers and obtaining the necessary authorization numbers.
Customer Care Associate
Healthplex
08.2007 - 01.2008
- Answered customer's inquiries; explained in detail benefit insurance plans and options for consumer; documented basic customer information into computer database
- Made necessary adjustments to patient digital records including adjusting contact information, insurance status, and updates on personal addresses
- Assigned local doctors to individuals in need of various medical services according to insurance company guidelines.
- Identified customer needs and provided appropriate solutions.
- Researched required information using available resources.
- Maintained records of customer interactions, transactions, comments, and complaints.
Education
Liberal Arts
Nassau Community College
Uniondale, NY01.2012
George W. Hewlett High School
Hewlett, NY06.1998
Skills
- Bilingual Spanish
- Customer service background
- Data entry skills
- File and document management
- Active listening
- Call center experience
- Analytical abilities
- Multitasking
- Managing issues
- Excellent communication
- Patient and calm
- Fast typing
- Professional phone manner
- Customer complaint management
Languages
Spanish
Native or Bilingual
Timeline
Member Benefits Advocate
BeneLynk
06.2022 - Current
Enrollment Specialist
Papa Inc
02.2022 - 06.2022
Self Employed Courier
Doordash
04.2018 - 01.2022
Call Center Customer Service Agent
Teleking Services
10.2014 - 04.2018
Customer Service Representative Agent
Constructamax
07.2010 - 04.2011
Customer Service Associate
Home Medical Equipment
01.2009 - 02.2010
Customer Care Associate
Healthplex
08.2007 - 01.2008
Liberal Arts
Nassau Community College
George W. Hewlett High School