Roberto Gonzalez
New York,NY
Summary
Business Professional, proficient in the areas of Healthcare, Claims, Customer Service, Operations, Benefits and Compensation. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
16
16
years of professional experience
Work History
CONCIERGE SECURITY SERVICE SPECIALIST
COLLINS BUILDING SERVICES
05.2022 - Current
- Provide excellent customer service by utilizing professionalism and courtesy
- Complete procedure reports on incident related issues
- Announce all guests, hold doors open for all tenants, guests, contractors, and coworkers
- Assist guests with car service
- Utilize all phone systems to relay messages, send messengers/deliveries & check/review alarm systems per security measures
- Follow up/ utilize all emergency and corporate training practices
- Secured certain areas by utilizing security protocol
- Key Accomplishments: Building effective relationships with NYU building management team and CBS management staff.
CUSTOMER EXPERIENCE CONSULTANT
METROPLUS HEALTH PLAN
10.2021 - 01.2022
- Provide excellent customer service, while building professional relationships with members
- Manage accounts, review customer issues, able to pay attention to detail and multi-task effectively
- Identified customer mapping to illustrate the customer experience through customer concerns/issues, support, and performance
- Handle inbound and outbound calls with the goal of customer satisfaction utilizing call center experience
- Key Accomplishments: Utilized tracking systems to improve tracking statistics and online ratings to increase member retention.
CUSTOMER SERVICE DATA ANALYST
FORREST SOLUTIONS
02.2020 - 03.2020
- Knowledge of customer service, file management and research practices
- Provided compliant support, included regulatory response, data collection, and reporting of all data
- Ensured data design consistency, development, implementation, distribution of deliverables of actionable metrics and completion of dashboard queries, responding to all ad-hoc and routine assignments
- Key Accomplishments: Managed and organized all file management systems regarding client and credit transactions.
SENIOR OPERATIONS ANALYST
SINGLE STOP, INC
11.2019 - 01.2020
- Managing and aligning efforts to meet customer and business needs
- Lead multiple projects, managed and defined project scope; determined daily priorities, and escalate to management
- Evaluated cost, project budget, prepared cost statements and analysis and made appropriate recommendations
- Assess business process and system inefficiencies by the implementation of vendor relationships
- Ability to meet the needs and goals of our clients, vendors, and contractors by utilizing customer satisfaction and mapping
- Meet with project team to review project deliverable to develop and execute deadlines
- Key Accomplishments: Implemented new system to capture non-payment statements, disbursements, and receivables.
ANALYST
HOSPITAL CARE INVESTIGATOR, JACOBI MEDICAL CENTER & NCBHC
07.2009 - 11.2019
- Worked with NYCHHC teams: Medicaid Managed Care, Commercial units and utilizing over 10 years of healthcare administration
- Ability to communicate and identify the needs, the wants and goals of clients and coworkers by utilizing customer satisfaction
- Established Departmental goals, objectives, and the implementation of work standards and guidelines for operations
- Performed managerial duties including supervision, assigning duties, monitoring workloads, and established deadlines
- Managed all claim processing for Commercial/Government, Managed Care, No-Fault, and Worker compensation claims
- Provided employees with Human Resources on-boarding practices, corporate training, and mentoring of staff
- Performed Performance Improvement initiatives, collected data, analyzed statistical data, budget reports and correspondence
- Managed and Follow-up on all Claims with the focus of reimbursement, claim review, and appeal status
- CPT/ICD10 experienced
- Processed A.I
- Bots to receive payments and identify issues on EPIC utilized healthcare systems to promote automation
- Key Accomplishments: Increased revenue by applying the Lean methodology.
Liaison Officer VOLUNTEER
HOPE Worldwide Inc
11.2014 - 08.2016
- Balanced financial budget, ensured completion of confidentiality waivers, held committee meetings, and maintained event logs.
- Facilitated meetings and conferences between various parties, enabling better collaboration and efficient decision-making.
ADMINISTRATOR / FLOATER, PROGRAM
NEW YORK UNIVERSITY FLOATING
12.2007 - 04.2009
- Performed administrative duties, provided customer service; processed graduate student applications, managed all incoming workflow
- Assist students with the completion of graduate application process and create educational syllabus
- Successfully managed multiple accounts while processing invoices and billing inquiries
- Utilized the system to verify student application for accuracy and investigate for any discrepancies
- Maintained and managed all documents in a timely fashion, while working with the management team to address any issues
- Key Accomplishments: Spearheaded a cost-effective measure to reduce fees in lost applications and costly repair in software issues.
Education
MASTER OF BUSINESS ADMINISTRATION -
METROPOLITAN COLLEGE OF NEW YORK-SCHOOL OF BUSINESS
06.2012
BACHELOR OF BUSINESS ADMINISTRATION - undefined
METROPOLITAN COLLEGE OF NEW YORK-SCHOOL OF BUSINESS
06.2002
Skills
- Surface Work
- Customer Account Management
- Product and Service Understanding
- Sales Report Generation
Additional Information
- LICENSURE / SKILLS , LEAN Green Belt Certification: NYCHHC(Six Sigma—Black Belt series) 09/2013
Timeline
CONCIERGE SECURITY SERVICE SPECIALIST
COLLINS BUILDING SERVICES
05.2022 - Current
CUSTOMER EXPERIENCE CONSULTANT
METROPLUS HEALTH PLAN
10.2021 - 01.2022
CUSTOMER SERVICE DATA ANALYST
FORREST SOLUTIONS
02.2020 - 03.2020
SENIOR OPERATIONS ANALYST
SINGLE STOP, INC
11.2019 - 01.2020
Liaison Officer VOLUNTEER
HOPE Worldwide Inc
11.2014 - 08.2016
ANALYST
HOSPITAL CARE INVESTIGATOR, JACOBI MEDICAL CENTER & NCBHC
07.2009 - 11.2019
ADMINISTRATOR / FLOATER, PROGRAM
NEW YORK UNIVERSITY FLOATING
12.2007 - 04.2009
MASTER OF BUSINESS ADMINISTRATION -
METROPOLITAN COLLEGE OF NEW YORK-SCHOOL OF BUSINESS
BACHELOR OF BUSINESS ADMINISTRATION - undefined
METROPOLITAN COLLEGE OF NEW YORK-SCHOOL OF BUSINESS
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