Joseph Montoya
Aurora,CO
Summary
Dedicated customer service professional with 20+ years experience in a fast-paced environment seeking an opportunity in a team-oriented company. Adept at handling a wide range of contact methods while accurately documenting customer issues and providing first class service with every interaction.
Overview
20
20
years of professional experience
Work History
Consumer Support Representative
Optum
09.2021 - Current
- Respond to inbound calls and emails regarding assistance with Eligibility, Enrollment, Scheduling, and Technical Support of our product -Assist and be a resource to my coworkers. -Ensure I am up to date with all new processes and procedures to do my job effectively.
- Maintained high levels of customer satisfaction with proactive follow-ups and clear communication.
- Managed escalated customer complaints, working closely with management to achieve satisfactory resolutions.
- Trained new support representatives, ensuring a consistent level of service quality across the team.
Training SME
Optum
09.2021 - Current
- Creating and delivering training materials - Managing and tracking attendance of new hires in a designated training drive
- Creating and monitoring JIRA tickets from beginning to end - Facilitating navigational assessments and mock calls for new hires
- Providing supplemental assistance to trainers as required
- Promoted critical thinking by designing challenging assignments that required students to analyze and synthesize information.
- Evaluated student progress regularly, providing timely feedback for continuous improvement in academic performance.
Consumer Support Specialist
Rally Health
11.2020 - Current
- Respond to inbound calls and emails regarding assistance with Eligibility, Enrollment, Scheduling, and Technical Support of our product
- Developed comprehensive knowledge of company products and services to provide accurate information to customers.
- Maintained detailed records of consumer interactions, ensuring accurate documentation for future reference and analysis.
- Collaborated with cross-functional teams to ensure timely resolution of consumer issues, improving overall service quality.
Customer Service Representative
Rhino-Rack
12.2019 - 07.2020
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Collaborated with sales team members to stay current on inventory levels, complete accurate orders, and resolve item issues.
Device Support Specialist
Cochlear
05.2017 - 11.2019
- Provide a world-class customer experience to recipients, patients, clinicians, consumers, caregivers, and/or family members of recipients
- Utilize product knowledge to address customer inquiries and provide troubleshooting guidance
- Responsible for registering customers through the myCochlear.com portal
- Acted as a liaison between clients and development teams, ensuring timely communication during critical incidents.
- Maintained detailed documentation of support interactions, ensuring valuable insights are preserved for future reference and analysis.
Sales and Customer Service Representative
UnitedHealth Group
02.2014 - 01.2017
- Boosted sales revenue by identifying customer needs and recommending appropriate products or services.
- Built rapport with customers through empathetic listening and understanding their unique needs or preferences.
- Fulfill any client requests that are faxed directly to the Member Service team by clients or members
- Maintain records of actions taken including documenting clients' calls in INFO Call Tracking or RxCLAIM, member prior authorizations, modifications to records within the RxCLAIM system, and call tracking notes regarding pharmacy or member calls received
- File and maintain paper records in an organized manner that complies with HIPAA
- Perform daily functions as well as other projects and responsibilities assigned
Broker Services/Customer Services (Temp)
Anthem Blue Cross Blue Shield
01.2014 - 04.2014
- Developed strong relationships with clients, earning their trust and loyalty through consistent communication and portfolio updates.
- Provided exceptional customer service, addressing any concerns or questions from clients promptly and professionally.
- Research and reply to incoming emails regarding new enrollment of health coverage.
- Verify member eligibility for enrollment.
- Respond to incoming emails from health brokers regarding individual health policies
Payment Specialist III/ Management Escalations Representative
Sprint
10.2010 - 10.2013
- Performed various administrative tasks related to payments, including generating reports, updating records, and maintaining accurate documentation.
- Responsible for resolving escalated customer concerns.
- Provide leadership support to senior management creating alternate options to resolve customer concerns.
- Performed customer retention tasks such as follow-through monitoring of customer accounts, anticipating and resolving additional concerns the customer may have.
- Performed team building tasks to ensure our team was provided resources to resolve any issue that may come across their desks.
- Provided follow-through customer service for customers with concerns to ensure that all issues were resolved to mutual satisfaction
Customer Solutions Specialist
Nelnet
09.2005 - 10.2010
- Managed a high volume of inbound calls, maintaining professionalism and efficiency under pressure.
- Provided customer service regarding financial hardship, loan servicing, origination, and consolidation.
- Generated loan documentation and pre-qualified borrowers. - Responsible for ensuring the integrity of customer loan data.
- Assisted borrowers through the application process via telephone and the internet.
- Negotiated transactions in accordance with established laws, regulations, and company policies.
- Provided excellent customer service and met all sales goals.
- Contributed to the overall growth of the company by consistently surpassing sales targets and delivering exceptional customer experiences throughout each transaction.
Lead Sales Associate
Total Well-Being
05.2008 - 09.2009
- Create and generate new leads in regards to the wellness program.
- Show the benefits of creating a well-balanced and thoroughly organized wellness program.
- Schedule meetings with potential clients and ensure all pertinent materials are ready and prepared.
- Act as liaison between potential clients and the account manager.
Business Operations Specialist I
DISH Network
12.2004 - 06.2005
- Coordinated multiple projects simultaneously while maintaining quality standards and meeting tight deadlines consistently throughout each project lifecycle phase.
- Led process automation initiatives that increased efficiency and reduced manual workload across various departments within the organization.
- Managed the day-to-day business needs of the call center.
- Approve or deny ETO per business needs.
- Process and file new hire/termination paperwork.
- Process daily reports for center adherence and productivity.
- Set Skill levels throughout the call center per business needs and inbound queues.
- Assign or remove agent ID's for new hires or terminations through CMS Center Vu
Associate Trainer/Buddy
DISH Network
03.2004 - 12.2004
- Mentored employees during probationary period to answer questions and offer improvement strategies.
- Developed metrics-driven evaluation processes for measuring the impact of learning programs on business outcomes.
- Facilitated hands-on learning experiences through group activities and simulations, promoting practical application of concepts.
- Led cross-functional teams in the implementation of innovative learning solutions designed to close skills gaps within the organization.
- Executed continued training programs, consistently teaching and validating requisite skills and behaviors.
- Assisted in monitoring trainee performance to identify gaps in training.
Education
GED -
Emily Griffith Technical College
Denver, CO01.1997
Skills
- Content Management Systems
- Reporting & Analysis
- Customer Satisfaction
- Remote Support
- Organization
- Microsoft Office
- Call center experience
- Escalation Handling
- Live chat support
- Email support
- Schedule Coordination
- Training and mentoring
Personal Information
Title: Seasoned Customer Service Representative / Training SME
Timeline
Consumer Support Representative
Optum
09.2021 - Current
Training SME
Optum
09.2021 - Current
Consumer Support Specialist
Rally Health
11.2020 - Current
Customer Service Representative
Rhino-Rack
12.2019 - 07.2020
Device Support Specialist
Cochlear
05.2017 - 11.2019
Sales and Customer Service Representative
UnitedHealth Group
02.2014 - 01.2017
Broker Services/Customer Services (Temp)
Anthem Blue Cross Blue Shield
01.2014 - 04.2014
Payment Specialist III/ Management Escalations Representative
Sprint
10.2010 - 10.2013
Lead Sales Associate
Total Well-Being
05.2008 - 09.2009
Customer Solutions Specialist
Nelnet
09.2005 - 10.2010
Business Operations Specialist I
DISH Network
12.2004 - 06.2005
Associate Trainer/Buddy
DISH Network
03.2004 - 12.2004
GED -
Emily Griffith Technical College