Summary
Overview
Work History
Education
Skills
Work Availability
Timeline
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Miguel Sandoval

Mission,TX

Summary

Experienced Senior Manager offering a 10+year track record of cultivating customer loyalty and retention in call center and office operations. A strong background in call center management, KPI metrics, Quality Assurance, and training and development. Accustomed to working in fast-paced environments with decisive problem-solving skills and competency in defusing high-pressure situations. Superb analytical skills leveraged to proactively improve customer service processes and garner stellar customer feedback.

Overview

13
13
years of professional experience
5
5
years of post-secondary education

Work History

Management Development Adjuster

GEICO
McAllen, Texas
2020.12 - Current
  • Negotiated with claimants to settle claims.
  • Examined photographs and surveillance and any other documents relating to claims.
  • Issued payouts to claimants.
  • Identified suspicious claims, escalating issues to supervisor for further investigation and analysis.
  • Carried and managed consistently heavy project workload through exemplary organizational, time management and collaboration talents.
  • Inspected vehicles involved in accidents and generated reports showing estimated repair costs.
  • Determined salvage value on total-loss vehicle.
  • Coordinated with local body shops to assign repair jobs and obtained rental vehicles for customers for duration of restoration process.
  • Learned new skills and applied to daily tasks to improve efficiency and productivity.

Customer Experience Manager

Hospital At Renaissance
Edinburg, TX
03.2019 - 11.2020
  • Led organizational change in improving customer/patient experience across health care system.
  • Launched and managed new contact center operation for both incoming and outbound.
  • Trained managers, supervisors on call center metrics: FCR, AHT, and how to schedule staff utilizing work force solutions.
  • Implanted best practice procedures and policies for improved patient journeys.
  • Presented at executive board meetings on surveys, and customer satisfaction surveys.
  • Managed marketing campaign for DHR Health Clinics brand.
  • Developed new employees and on-going performance assessment of current employees.
  • Supervised daily operations and sales functions to maximize revenue, customer satisfaction and employee productivity.
  • Improved our Net Promoter Score from 87% to f 94%
  • Lowered AHT from 6:40 (MM:SS) to 4:34 (MM:SS)
  • Improved service levels to 80% calls answered within 20 sec (80/20 ) benchmark from a 50/60 benchmark.

Quality Assurance/Training Manager

Infinity Insurance
McAllen, TX
03.2009 - 02.2019
  • Selected and assigned instructors to conduct specific training programs for call center and customer service department.
  • Managed department supervisors for improved customer service engagement.
  • Evaluated success of training programs and led project improvements to enhance effectiveness.
  • Developed departmental systems and procedures to better align workflow processes.
  • Identified training needs by utilizing KPI data and surveys.
  • Managed 5 supervisors, 10 Quality Assurances and three trainers.
  • Established and oversaw performance targets for call center associates
  • Conducted performance reviews for all Customer Service Associates to reduce resolution times and improve customer satisfaction ratings
  • Created clear and effective policies governing all aspects of employee work and interaction with customers

Education

MBA - MBA

UTRGV
Edinburg
08.2020 - Current

BBA - Finance

University of Texas Rio Grande Valley
Edinburg
08.2015 - 08.2018

Skills

  • Business development and planning
  • Employee engagement
  • Productivity Standards
  • Performance improvements
  • Quality controls
  • Call Center Metrics
  • Customer Experience Engagement
  • Training and Development
  • Effective communicator
  • Customer Service Best Practice
  • Leadership Trainings
  • Public Speaking
  • Senior Management
  • Valuation knowledge
  • CCC Pathways Appraisal Quality Solution
  • Coverage determination
  • Negotiation and mediation skills
  • Hail and wind damage specialist
  • Damage itemization

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline

Management Development Adjuster

GEICO
2020.12 - Current

MBA - MBA

UTRGV
08.2020 - Current

Customer Experience Manager

Hospital At Renaissance
03.2019 - 11.2020

BBA - Finance

University of Texas Rio Grande Valley
08.2015 - 08.2018

Quality Assurance/Training Manager

Infinity Insurance
03.2009 - 02.2019

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Miguel Sandoval