Mateo Cadelago
Miami,FL
Summary
Customer service professional with six years of experience, prepared for challenging roles with focus on resolving escalations and enhancing customer satisfaction. Proven ability to handle high-pressure situations and deliver impactful solutions. Excellent teamwork and adaptability, consistently contributing to team goals and adapting to changing environments. Recognized for strong communication and problem-solving skills.
Overview
4
4
years of professional experience
Work History
Customer Service Escalation Specialist
Ensemble Health Partners
09.2024 - Current
- Resolved complex customer issues by diligently researching and collaborating with other internal teams.
- Designed new escalation procedures to improve response times, encourage open collaboration, and reduce case backlog.
- Mentored CS1 and CS2 team members on proper escalation handling techniques, improving overall team performance.
- Managed high-pressure situations professionally, remaining calm and focused while resolving customer complaints.
- Served as a subject matter expert within the team, providing guidance on complex issues that required specialized knowledge or expertise.
- Kept a QA score above 99% and appropriately practiced and enforced HIPAA and compliance policies and procedures.
- Held and led meetings with other branches of Customer Service to introduce and explain SOP changes and the escalations process, to go over recent trends, and to provide feedback.
CRCR-Customer Service Rep
Ensemble Health Partners
11.2023 - 09.2024
- -Handled 40+ calls daily deescalating and offering resolutions on patient's billing concerns.
-Stayed knowledgeable and up to date on policies and procedures.
-Appropriately maintained and enforced HIPAA and compliance guidelines.
-De-escalated and offered resolutions.
-Successfully achieved all set goals: Maintained a Quality Assurance score over 95%, kept After Call Work time between 2:00-2:15 minutes, and maintained productivity levels at 95-100%.
- Assisted in resetting and fixing payment plans for accounts with discrepancies with a team of 5-6 others. I, myself, completed 568 columns out of a total of 1330
- Assisted on a large project correcting address errors on patient accounts to ensure timely delivery of correspondence.
- Worked on smaller scale project resubmitting Financial Assistance forms with corrections for incomplete or erroneous submissions.
- Assisted in handling higher than average call volume on three other clients on cross-functional teams until additional support was no longer required.
Call Center Sales Representative
U-Haul International
08.2021 - 06.2023
- Attained $10k in sales targets on monthly basis.
- Generated minimum of 18-21 new leads each day
- Provided information about available products and services, membership details and purchase advantages.
- Average of 100-150 calls per day.
- Delivered scripted sales talks to customers reached via manual and automatic dialing systems.
- Overcame objections using friendly, persuasive strategies.
- Set up order requests with interested customers according to schedule availability.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Carried out day-to-day duties accurately and efficiently.
- Explained product prices and packages as well as answered questions and addressed concerns of customers.
Education
High School Diploma -
Ronald Reagan Doral Senior High
Doral, FL05.2021
Skills
- Manual/Automatic product and service sales
- De-escalation techniques
- Payment processing
- Staff Training
- Product knowledge
- Written and verbal communication
- Sales proficiency
- Scripted calls
- Product and service knowledge
- Active Listening
- Critical Thinking
- Complaint handling
Languages
Spanish
English
Timeline
Customer Service Escalation Specialist
Ensemble Health Partners
09.2024 - Current
CRCR-Customer Service Rep
Ensemble Health Partners
11.2023 - 09.2024
Call Center Sales Representative
U-Haul International
08.2021 - 06.2023
High School Diploma -
Ronald Reagan Doral Senior High
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