Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Michael Perez

Houston,TX

Summary

Client-focused professional with track record of success in responding to clients/carriers needs in accordance with procedures. In-depth knowledge of Microsoft Word, Excel, and PowerPoint. Highly organized, team driven and goal oriented; customer care/consulting background has provided skills to communicate and organize efficiently and effectively across many departments. Have overseen/ coordinated projects of six months in length with focus in annual enrollment and client deliverables.

Overview

9
9
years of professional experience

Work History

Health Client Analyst

Alight Solutions
11.2022 - Current
  • Interacted with team members across departments to research and resolve customer issues.
  • Responded to all client inquiries and asked appropriate questions to facilitate resolution.
  • Managed 6 annual enrollment projects across numerous divisions yearly for 6 months periods
  • Generated reports following analysis of annual enrollment files insuring coding/data are transferrable and correct.
  • Utilized numerous platforms to analyze/perform daily job duties (JAMA, TBA, Maestro, ATE, HRO Workbench)
  • Validated results and performed quality assurance to assess accuracy of data.
  • Generated reports detailing findings and recommendations.
  • Developed and updated tracking spreadsheets for process monitoring and reporting.
  • Performed quarterly audits for client enrollment validity
  • Resolved associate, tool and service delivery issues revealed by statistical reports.

Customer Care Specialist

Alight Solutions
05.2021 - 11.2022
  • Maintained accurate and current customer account data with manual forms processing and digital information updates.
  • Exceeded 95% quality goal by carefully applying scripts and personal knowledge to address and correct problems.
  • Managed billing, service and account issues for customers.
  • Updated customer accounts and system database with latest details to support accuracy and efficiency in future interactions.
  • Processed eligibility and benefits verification and authorization requests.
  • Presented insurance options to customers in order to close sales on new policies.
  • Built relationships with clients using active listening and issue resolution to provide excellent service.
  • Verified insurance coverage by telephone and online to guarantee proper reimbursement of benefits and estimate patients' financial responsibilities.
  • Delivered targeted advise on issues such as applicable employment regulations, compensation strategies and internal systems to help companies update antiquated or ineffective approaches.
  • Tracked 401K eligibility and managed enrollment and administration of company retirement and financial benefits plans.
  • Assisted with employee and manager benefits inquiries and routinely handled complex questions and resolutions.

ECommerce Partner

H-E-B
08.2020 - 05.2021
  • Solicited feedback from served customers to discern service weaknesses and positively shape future service interactions.
  • Packaged fragile and perishable merchandise for transport to support safe, intact delivery of all requested products.
  • Answered customer inquiries and requests by researching in-store and online offerings to provide accurate answers.
  • Aided new customers during e-commerce service registration processes to enable return patronage.
  • Actively promoted e-commerce department services to customers by highlighting benefits and service offerings during in-store interactions.
  • Verified quality and accuracy of picked items, prioritizing both customer order accuracy and product delivery excellence.
  • Used mobile application to complete orders, request permission for substitutions and communicate in real-time with online order customers.
  • Memorized store layouts and planograms to fulfill orders using shortest, most efficient route.
  • Collaborated with managers to provide customer feedback and recommend operational changes to meet emerging trends.
  • Picked quality and accurate items for 62 daily customer orders

Manager in Training/Local Store Marketer

Texas Roadhouse
08.2014 - 08.2020
  • Networked with local schools and businesses to solidify partnerships.
  • Constructed and organized successful marketing campaigns within community that increased business.
  • Conferred with customers each day to maintain current understanding of needs and preferences, resolve issues and promote brand loyalty.
  • Evaluated suppliers by assessing quality, timeliness and compliance of deliveries to maintain tight cost controls and maximize business operational efficiency.
  • Devised, deployed and monitored processes to boost long-term business success and increase profit levels.
  • Trained and guided team members to maintain high productivity and performance metrics.
  • Assisted with marketing strategy creation and advertising initiatives to better promote facility to public.
  • Executed timely, punctual service to guests on daily basis.
  • Directed training coordination for incoming employees.
  • Training included job duties, day to day tasks.
  • Maximized advertising efforts by developing content for media relations, corporate communications and social media posts.
  • Wrote engaging and successful marketing, advertising and website copy.
  • Tracked key metrics and developed spreadsheets and data models.

Education

Bachelor of Science - Business W/ Marketing Minor

University of Houston-Clear Lake
Houston, TX
2022

Associate of Arts - Business

San Jacinto College
Houston, TX
12.2018

Skills

  • Staff Management
  • Verbal and written communications
  • Multidisciplinary team collaboration
  • Project oversight
  • Hiring and recruitment
  • Analytics and Research
  • Market Strategy
  • Social Media
  • Interactive communication skills

Accomplishments

  • Pandemic Marketing Distribution Term Paper November 30, 2020.
  • Examined the current distribution challenges that business are facing.
  • Assessed distribution tactics that have proven successful.
  • Generated ideas on what businesses could do to achieve better distribution in times of crisis.

Timeline

Health Client Analyst

Alight Solutions
11.2022 - Current

Customer Care Specialist

Alight Solutions
05.2021 - 11.2022

ECommerce Partner

H-E-B
08.2020 - 05.2021

Manager in Training/Local Store Marketer

Texas Roadhouse
08.2014 - 08.2020

Bachelor of Science - Business W/ Marketing Minor

University of Houston-Clear Lake

Associate of Arts - Business

San Jacinto College

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