Perez Charlton
Jacksonville,FL
Summary
Dynamic professional with extensive experience, excelling in trend analysis and customer service. Proven track record in process improvement and cost reduction through effective program management. Adept at data creation, visualization, and team leadership, driving informed decision-making and enhancing operational efficiency.
Overview
19
19
years of professional experience
Work History
Customer Service Advocate
Citibank
Jacksonville, FL
09.2023 - Current
- Served as primary contact for clients, resolving inquiries via multiple channels efficiently.
- Navigated various computer systems and service platforms to address account inquiries accurately.
- Identified risks in client interactions, applying judgment to balance client needs with business protections.
- Ensured compliance with ethical standards, regulations, and organizational policies during all client interactions.
- Delivered exceptional client experiences measured against service metrics, emphasizing first-call resolution.
Program Manager, Common Purpose and Corporate Escalations
Aetna Insurance/CVS Health
Jacksonville, FL
11.2018 - 10.2020
- Oversaw development of programs aligned with business objectives.
- Created standardized reporting for executive complaints and appeals using Tableau, identifying major trends.
- Established a reporting process addressing membership issues, reducing organizational costs by 5.7%.
- Facilitated monthly meetings with leadership to analyze department projects and key metrics.
- Organized semi-annual company surveys, collecting and analyzing data for leadership recommendations.
Manager, Product & Regulatory Approvals
Aetna Insurance/CVS Health
Jacksonville, FL
10.2014 - 11.2018
- Oversaw daily management of staff, ensuring effective resolution of regulatory complaints nationwide.
- Coordinated team routines, enhancing visibility into delivery plans and progress for continuous improvement.
- Measured team delivery maturity and conducted monthly performance reviews to identify improvement opportunities.
- Implemented cost-effective measures, transitioning from paper submissions to electronic portal submissions for regulatory issues.
- Conducted analysis and reporting on regulatory audits for the state of California.
- Facilitated monthly meetings with organizational leadership to discuss project analysis and production metrics.
- Managed performance standards for service quality and cost-effectiveness, coaching individuals to take action.
Program Manager, Complaint and Appeals
Aetna Insurance/CVS Health
Jacksonville, FL
04.2012 - 10.2014
- Developed standardized reporting for all provider and dental health services across regions.
- Established consistent policies and procedures for complaint resolution with business units.
- Communicated analytical results to engage key stakeholders, including risk managers and leaders.
- Ensured utilization of national tracking tool for consistent reporting and trend analysis.
- Facilitated monthly meetings with segment leadership on trends and recommendations.
- Analyzed program performance data to identify trends and drive informed decision-making.
Financial Analyst, Commander Navy Region Southeast (CNRSE)
CTI Resource Management Service INC.
Jacksonville, FL
09.2007 - 04.2012
- Held a unique role within firm, leveraging subject matter expertise in government financial regulations.
- Presented insights and recommendations to senior management effectively.
- Drafted presentations summarizing key findings from financial analyses.
- Produced standard operating procedure manuals for all critical Commander Navy Region Southeast financial management processes.
- Created and implemented eLearning training modules to outline best practices and deliverable expectations.
- Initiated process improvements by analyzing workflow data, trends, and stakeholder feedback.
Education
Master of Business Administration - Finance
Nova Southeastern University
Ft Lauderdale, Florida06.2015
Bachelor of Business Administration - Business Administration
Edwards Waters University
Jacksonville, Florida05.2007
Skills
- Trend analysis
- Customer service
- Root cause analysis
- Tableau software
- Process improvement
- Budgeting and forecasting
- Effective prioritization
- Facilitation skills
- Regulatory compliance
- Data transformation
- Team leadership
- Data visualization
- Database management
- Report writing
- Database programming and SQL
- Project management
Timeline
Customer Service Advocate
Citibank
09.2023 - Current
Program Manager, Common Purpose and Corporate Escalations
Aetna Insurance/CVS Health
11.2018 - 10.2020
Manager, Product & Regulatory Approvals
Aetna Insurance/CVS Health
10.2014 - 11.2018
Program Manager, Complaint and Appeals
Aetna Insurance/CVS Health
04.2012 - 10.2014
Financial Analyst, Commander Navy Region Southeast (CNRSE)
CTI Resource Management Service INC.
09.2007 - 04.2012
Master of Business Administration - Finance
Nova Southeastern University
Bachelor of Business Administration - Business Administration
Edwards Waters University