JUAN C CHAVEZ
Idaho Falls,ID
Summary
Experienced with empowering individuals to achieve self-sufficiency and maximize their potential. Utilizes strategic planning and program development to create supportive environments that encourage independence. Track record of effective communication and problem-solving skills to address and overcome barriers, ensuring success and growth.
Overview
12
12
years of professional experience
Work History
Self-Reliance Specialist
Department of Health and Welfare
Idaho Falls, ID
01.2017 - Current
- Review applicant details and utilize established procedures to determine specialized Medicaid program eligibility
- Facilitate communication between program applicants and various medical providers with a focus on customer service
- Navigate complex policies and utilize internal guidance materials to identify required information which ensures a high accuracy of benefit results
Solutions Specialist
Verizon
Idaho Falls, ID
08.2015 - 01.2017
- Navigated complex billing systems to resolve bill conflicts while maintaining high levels of customer satisfaction measured with Net Promoter Score
- Engaged customers with open-ended questions to evaluate service needs. Provided personalized solutions with right-sized monthly plans and flexible options
- Performed inventory management tasks and lead store planogramming efforts to ensure current displays were compliant with corporate directives
Quality Development Specialist
Melaleuca Inc
Idaho Falls, ID
03.2014 - 08.2015
- Performed call audits, new hire trainings and provided ongoing coaching to maintain call center customer service standards and mentor new employees.
- Engaged customers in outbound efforts to ensure a higher level of customer satisfaction. Utilized diplomatic skills to handle escalations and addressed customer issues head-on.
- Maintained “Top Performer” designation on key performance indicators. Ensured a high level of attention to call review metrics exceeding required review and response time of call audits.
Education
Highschool Diploma -
Hillcrest High School
05-2011
Skills
- Spanish (Bilingual)
- Critical Thinking
- Diplomatic Communication Skills
- Office 365/Microsoft Office 2016
- Microsoft SharePoint
- Cisco Business Tools (Jabber, WebEx)
- Customer service
- Assertiveness
Trainings
- VitalSmarts – Internal Company Training
- Crucial Conversations
- Crucial Accountability
- GTD Getting Things Done and Influencer
Timeline
Self-Reliance Specialist
Department of Health and Welfare
01.2017 - Current
Solutions Specialist
Verizon
08.2015 - 01.2017
Quality Development Specialist
Melaleuca Inc
03.2014 - 08.2015
Highschool Diploma -
Hillcrest High School