Jose Luis Castillo Jr
Phoenix,AZ
Summary
Bilingual Customer Service Professional with extensive expertise in Medicare, recognized for building trust and ensuring customer satisfaction through effective communication. Proven track record in delivering exceptional service and fostering positive relationships within fast-paced environments. Core competencies include problem-solving, relationship management, and adaptability. Committed to enhancing client experiences and supporting organizational goals.
Overview
6
6
years of professional experience
Work History
Member Engagement Coordinator
BeneLynk
Phoenix, AZ
07.2023 - 03.2025
- Company Overview: Social Care Advocacy for contracted Medicare Advantage Health Plan Members through various Medicare Health Plans – work from home.
- Fast-paced, production-based call center environment.
- Responded to a large number of inbound calls from Medicare plan members about a letter sent out as a reminder about Medicaid recertification/renewal.
- Automated outbound calls during downtime, when answered, had to gain members' trust and engage members to stay on the line.
- I had to overcome pushback and ensure member participation.
- Document the call notes before the next call.
- Offered plan members community based assistance programs in local area
Sales Support Representative
Cashtime Loan Centers
Phoenix, AZ
07.2022 - 09.2023
- Company Overview: Personal, Title & Registration Loans– In-Office
- Outbound calls to online loan applicants to see if still interested in loan
- Inbound calls checking application status
- Advise customers about approval status
- Processed online loan applications
- Personal, Title & Registration Loans– In-Office
Customer Service Representative
Medix
Phoenix, AZ
10.2022 - 03.2023
- Company Overview: Gold Kidney Health Plan- Medicare Advantage plan– Hybrid
- Respond to Inbound telephone, email, web/chat, or written correspondence inquiries from members and/or providers within established timeframes utilizing current reference materials and available resources
- Helping members and/or providers regarding website registration and navigation
- Document all activities for quality and metrics reporting in the call tracking system
- Perform outbound and follow up phone calls to fully resolve member and provider inquiries
- Process written customer correspondence and provided the appropriate level of timely follow up
- May coordinate member transportation and make referrals to other departments as appropriate (warm transfer process to be adhered to)
- Maintain performance and quality standards based on established call center metrics including turn-around times
- Gold Kidney Health Plan- Medicare Advantage plan– Hybrid
Customer Service Representative
eTeam
Phoenix, AZ
01.2022 - 06.2022
- Company Overview: Liberty Mutual, Safeco Home/Auto Insurance – work from home
- Processed insurance payments
- Technical support for telematics program
- General information regarding coverage
- Updated car/home/fire hazard insurance documents
- Liberty Mutual, Safeco Home/Auto Insurance – work from home
Customer Service Representative
CVS Health
Phoenix, AZ
04.2019 - 09.2019
- Company Overview: Pharmacy Technician – In-Office
- Provide exceptional customer service
- Responsible for outbound phone calls
- Assist members with managing and ordering refills for their medications
- Pharmacy Technician – In-Office
Education
High School Diploma -
Summit High School
Phoenix, AZ08-2014
Skills
- Bilingual Fluent Proficiency in English and Spanish
- In-Depth Medicare Understanding
- Clear and Concise Communicator
- Trustworthy Performance
- Customer Satisfaction Focused
Interests
remote work from home positions
Languages
Spanish
Native/ Bilingual
English
Native/ Bilingual
References
References available upon request.
Timeline
Member Engagement Coordinator
BeneLynk
07.2023 - 03.2025
Customer Service Representative
Medix
10.2022 - 03.2023
Sales Support Representative
Cashtime Loan Centers
07.2022 - 09.2023
Customer Service Representative
eTeam
01.2022 - 06.2022
Customer Service Representative
CVS Health
04.2019 - 09.2019
High School Diploma -
Summit High School
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