Robert De Los Santos
Harlingen
Summary
Accomplished and energetic with a hard work ethic. Fully capable of communicating with others to try and find a solution to any problem I encounter. Great organizational skills as well an active listener that knows how to keep my priorities in line. Used to working a fast pace while also ensuring that my job is done correctly and to the best of my ability. I pride myself on handling all tasks with extreme accuracy while being extremely efficient. Reliable employee that is extremely accountable. Very goal oriented and dedicated to high levels of customer satisfaction as well as meeting/exceeding aggressive business goals. Very outgoing, friendly, enthusiastic, and hard working. Know how to manage my time and show why I'm worth being a part of a company/team.
Overview
18
18
years of professional experience
Work History
Claims Customer Service Lead
Automated Benefit Services
Harlingen
10.2023 - Current
- Led customer service team in resolving client inquiries and issues.
- Trained new staff on company policies and customer service protocols.
- Developed training materials to enhance team performance and efficiency.
- Monitored team performance to ensure adherence to service standards.
- Collaborated with management to implement process improvements and best practices.
- Facilitated communication between departments to improve customer experience.
- Conducted regular meetings to discuss team goals and strategies for success.
- Resolved escalated issues from team members or customers in an efficient manner.
- Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.
- Participated in regular meetings with senior management team to discuss progress of projects and initiatives related to customer service operations.
Sales Lead
Southern Glazer’s Wine and Spirits
Austin
10.2022 - 11.2023
- Stock, rotate, and face all products throughout the store
- Building displays required by product manufacturers to increase sales
- Maintaining a vast knowledge of all products we offer
- Developing a good relationship with all of the associates that work in the store
- Meeting/exceeding incentive programs offered for displays/sales
- Ordering product based on the demand of the market
- Issuing credits to stores based on any broken/missing product
Merchandiser
Southern Glazer’s Wine and Spirits
Austin
12.2021 - 10.2022
- Stock, rotate, and face product
- Building displays required for daily sales
- Ensuring a positive shopping experience for all customers
- Consolidate backstock ensuring there is space for allocated items
- Unloading orders from trucks in a prompt manor
- Assisting fellow associates as needed throughout the store
Customer Service Team Lead
United Healthcare
Harlingen
10.2015 - 12.2021
- Adhere to and participate in the company's mandatory hipaa privacy program/practices and business ethics as well as compliance programs/practices
- Research caller's problem/issue and find solutions
- Scheduling preventive appointments for members
- Find mistakes in claims and reach out to doctors/facilities to get them adjusted properly
- Assisting members with premium payments as well as billing questions
- Explaining benefits as well as any limitations of benefits to members
- Reaching out to members that may have been impacted by natural disasters to ensure they have medication and if in need of help, direct them to disaster relief programs
Assembly/Production Worker
Eaton Corporation
Lincoln
08.2012 - 01.2014
- Read work orders/blueprints or receive oral instructions to determine work assignments or material or equipment needs.
- Record numbers of units handled or moved, using daily production sheets or work tickets.
- Assemble products using hand tools and or power tools.
- Packing products to make readily available to ship.
- Pack containers and re-pack damaged containers.
- Install protective devices designed by Eaton engineers, helping to provide a safe environment for installment.
- Maintain equipment storage areas to ensure that inventory is protected.
- Adjust or replace equipment parts, such as rollers, belts, plugs, or caps, using hand tools.
- Check out, rent, or requisition all equipment needed for productions or for set construction.
Canvass/Call Center
AAA Windows, Siding, and Roofing
Lincoln
12.2010 - 07.2012
- Canvassing areas looking for homes needing exterior repair
- Conversing with the home owner
- Setting up an appointment for the sales rep to give the home owner a quote
- Explain products or services and prices and demonstrate use of products.
- Contact customers to persuade them to purchase merchandise or services.
- Arrange buying parties and solicit sponsorship of such parties to sell merchandise.
- Answer questions about product features and benefits.
- Circulate among potential customers or travel by foot to sell merchandise or services.
- Develop prospect lists.
- Distribute product samples or literature that details products or services.
Server
Steak-N-Shake
Lincoln
02.2008 - 10.2010
- Monitor food distribution, ensuring that meals are delivered to the correct recipients and that guidelines, such as those for special diets, are followed.
- Clean or sterilize dishes, kitchen utensils, equipment, or facilities.
- Examine trays to ensure that they contain required items.
- Place food servings on plates or trays according to orders or instructions.
- Take food orders and relay orders to kitchens or serving counters so they can be filled.
- Stock service stations with items such as ice, napkins, or straws.
- Prepare food items, such as salads, soups, or beverages.
- Monitor food preparation or serving techniques to ensure that proper procedures are followed.
- Record amounts and types of special food items served to customers.
- Carry food, silverware, or linen on trays or use carts to carry trays.
- Total checks, present them to customers, and accept payment for services.
Education
GED - General Studies
Heartland Community College
Lincoln, ILUniversity of Phoenix
Lincoln, ILSkills
- Product Demos
- Roofing
- Blueprint Reading
- HIPAA
- Customer and Personal Service
- Mathematics
- Active Listening
- Psychology
- English Language
- Persuasion
- Monitoring
- Active Learning
- Social Perceptiveness
- Writing
- Critical Thinking
- Reading Comprehension
- Operation Monitoring
- Time Management
- Learning Strategies
- Judgment and Decision Making
- Negotiation
- Public Safety and Security
- Troubleshooting
- Coordination
- Communications and Media
- Quality Control Analysis
- Management of Material Resources
- Production and Processing
- Biology
Timeline
Claims Customer Service Lead
Automated Benefit Services
10.2023 - Current
Sales Lead
Southern Glazer’s Wine and Spirits
10.2022 - 11.2023
Merchandiser
Southern Glazer’s Wine and Spirits
12.2021 - 10.2022
Customer Service Team Lead
United Healthcare
10.2015 - 12.2021
Assembly/Production Worker
Eaton Corporation
08.2012 - 01.2014
Canvass/Call Center
AAA Windows, Siding, and Roofing
12.2010 - 07.2012
Server
Steak-N-Shake
02.2008 - 10.2010
GED - General Studies
Heartland Community College
University of Phoenix