Omar Duarte
Las Vegas,NV
Overview
8
8
years of professional experience
1
1
Certification
Work History
Processing Associate
Arthur J. Gallagher
07.2022 - Current
- Process policy cancellations for surplus-lines and commercial accounts in accordance with RPS standards and state regulatory requirements.
- Coordinate with underwriting, billing, and customer service teams to resolve discrepancies before completing cancellations.
- Maintain detailed documentation of all actions and communication within ImageRight for compliance and audit readiness, while also meet daily queue expectations and turnaround-time goals while maintaining a low error rate.
Records Administrator
Arthur J. Gallagher
08.2020 - 07.2022
- Directed daily mailroom operations, ensuring efficient processing and fulfillment of over 5,000 checks monthly with high accuracy.
- Prepared and delivered client reports, maintaining precise records of funding, inventory, and compliance documentation.
- Handled customer escalations professionally, coordinating with internal teams to resolve issues promptly.
Client Service Specialist
UnitedHealthcare
08.2019 - 03.2020
- Assisted Medicaid and Medicare members with scheduling non-emergency medical transportation, ensuring accurate trip details and timely service.
- Collaborated with supervisors and team members to escalate complex issues and ensure successful transportation outcomes.
- Identified risks for critical medical appointments and prioritized urgent transportation requests to prevent care disruptions.
Call Center Supervisor
UnitedHealthcare
04.2018 - 08.2019
- Supervised a team of call center agents, conducting side-by-side coaching, call audits, and weekly performance reviews to improve agent accuracy, professionalism, and customer experience.
- Trained new hires on systems, call handling techniques, and compliance requirements (HIPAA, company policies, etc)
- Monitored live calls, queue performance, and service metrics to ensure adherence to KPIs
Education
High School Diploma -
Polaris High School
Orem, UT05.2014
Skills
- Policy & Claims Processing
- Process Management
- Leadership & Teamwork
- Compliance Adherence
- Time Management & Multitasking
- Critical Thinking
Certification
- Property and Casualty License—Nevada
Timeline
Processing Associate
Arthur J. Gallagher
07.2022 - Current
Records Administrator
Arthur J. Gallagher
08.2020 - 07.2022
Client Service Specialist
UnitedHealthcare
08.2019 - 03.2020
Call Center Supervisor
UnitedHealthcare
04.2018 - 08.2019
High School Diploma -
Polaris High School