Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Roderick Custodio

Sacramento,CA

Summary

Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Hardworking with customer service, multitasking and time management abilities. Devoted to giving every customer a positive and memorable experience. Experienced in enhancing employee-related work functions by providing through analysis and offering relevant recommendations. Successful at reviewing different types of records and data, organizing information and generating frequent reports and models to help with key decision-making.

Overview

24
24
years of professional experience
1
1
Certification

Work History

Staff Services Analyst

Dept. of Consumer Affairs - Medical Board of CA
Sacramento , CA
2023.04 - Current
  • Receives, evaluates and recommends action on applications for physician licensure; utilizes evaluative, interpretive and constructive thinking.
  • Performs analysis of undergraduate, graduate and postgraduate programs; including clinical clerkships; hospital training programs; duration of training in hours, weeks, months or other units; and acceptability of education and training history as meeting California licensure requirements.
  • Authenticates documents, examines for possible fraud or other problems, and refers questionable documents to program manager for further review.
  • Identifies physicians who may be eligible for limited licensure to practice in a supervised setting.
  • Determines when applications are complete and comply with all requirements, and routes them for examination or license issuance as appropriate.
  • Receives, analyzes and evaluates reports from the California Department of Justice and the Federal Bureau of Investigation on past criminal history.
  • Reviews and evaluates documentation relating to criminal or disciplinary history to determine whether offense may be a basis for denial of California licensure; researches relevant laws; corresponds with applicants to obtain additional information and documentation relating to the action and to any rehabilitation; and evaluates findings.
  • Researches and responds to non-routine correspondence on licensing issues for management review.

Management Services Technician

Dept. of Consumer Affairs - Medical Board of CA
Sacramento , CA
2020.02 - 2023.04
  • Independently review and analyze United States and Canada medical school graduates transcripts, postgraduate training program documents, and examination scores to determine eligibility for licensure.
  • Research and analyze the validity of all documents submitted to determine that they are in compliance with applicable California licensing requirements set forth in Business and Professions code (B&P) and regulations.
  • Independently prepares written correspondence to the applicant and entities identifying specific problems with the application or other documents to resolve the issue(s) identified.
  • Research and resolve complex inquiries concerning the licensing program.
  • Research and analyze discrepancies in the document provided, independently prepares correspondence addressing the discrepancies, reviews and assess responses and subsequent documentation to make a determination as to the accuracy and impact of the information provided.
  • Makes a determination based upon this analysis of documents as to whether the application should move forward for licensure or result in an administrative action.
  • Prepares recommendation to program manager, executive staff, and staff counsel.
  • Research and resolve complex inquiries concerning the licensing program.

Operations Assistant

Chita's Restuarant
Sacramento , CA
2019.09 - 2020.03
  • Identified operational and performance issues and worked with managers to resolve concerns.
  • Executed and optimized operational responsibilities to promote seamless delivery of services.
  • Built strong operational teams to meet process and production demands.

Office Technician

Dept. of Consumer Affairs - Medical Board of CA
Sacramento , CA
2019.11 - 2020.01
  • Review, analyze, date stamp and distribute incoming mail to the floor analysts, and other entities within the department. Knowledge of distinguishing US/Canadian and International documents for the analyst.
  • Setup application files by reviewing documents, checking payment fee from applicant and notate any discrepancies and determine the pathway for the file.
  • Check for any prior criminal history through the Federal State Medical Board.
  • Reviewing and analyzing fingerprint cards from the applicant to check for completeness of the card.
  • A backup for the Medical Board of California's Consumer Information Unit taking inbound and outbound phone calls and routing calls to the customers requests and concerns.
  • Worked with internal teammates to identify ideal solutions to customer issues.
  • Responded to employee and public inquiries by telephone and in person.
  • Checked forms for completeness and accuracy to address issues immediately with individuals.
  • Maintained digital and paper filing systems with organized files and naming convention adherence.
  • Answered telephones, directed calls and took messages.
  • Maintained and updated filing, inventory and database systems, manually or using computer.
  • Operated photocopiers and scanners, facsimile machines and personal computers.

Management Services Technician

Ca Dept Corrections & Rehab. Business Services Ofc
Sacramento , CA
2019.02 - 2019.11
  • Reviews and analyzes Institution Contracts Section/Service Contracts Section Purchase Requisition (PR) requests in the Business Information System (BIS) to determine completeness of request.
  • Notifies program staff if PR is incomplete and requests required information. Inputs data from the PR into the Prodagio (Gimmal Contract Management) system and BIS and prepares the preliminary contract file for assignment to a contract analyst.
  • Performs program administration user functions in BIS to troubleshoot and resolve PR issues.
  • Processes encumbrance adjustment requests and liquidations in BIS at the request of programs.
  • Acts as first point of contact for the OBS ICS/SCS Help Desk and responds to general contracting inquiries from the field and headquarters staff.
  • Develops purchase orders (PO), verifies accuracy of coding, and attaches all required documents in BIS.
  • Notifies Institution/Facility Liaisons and Contractors of the assigned purchase order numbers upon completion of the PO process.
  • Generates and compiles information for reports, assists managers and staff with administrative contract related tasks, researches and gathers information, and assists with the contract close-out process.
  • Provides assistance to OBS support staff by retrieving and filing contracts in the File Room, receives and logs vendor bids, and prepares the bid log (as needed).
  • Maintained positive working relationship with fellow staff and management.
  • Identified needs of customers promptly and efficiently.
  • Identified areas for improvement, narrowing focus for decision-makers in making necessary changes.
  • Displayed strong telephone etiquette, effectively handling difficult calls.
  • Set specific goals for projects to measure progress and evaluate end results.
  • Utilized document management system to organize company files, keeping up-to-date and easily accessible data.

Management Services Technician (Limited Term)

Dept. of Consumer Affairs - Medical Board of CA
Sacramento , CA
2018.11 - 2019.02
  • Independently review and analyze United States and Canada medical school graduates transcripts, postgraduate training program documents, and examination scores to determine eligibility for licensure.
  • Research and analyze the validity of all documents submitted to determine that they are in compliance with applicable California licensing requirements set forth in Business and Professions code (B&P) and regulations.
  • Independently prepares written correspondence to the applicant and entities identifying specific problems with the application or other documents to resolve the issue(s) identified.
  • Research and resolve complex inquiries concerning the licensing program.
  • Research and analyze discrepancies in the document provided, independently prepares correspondence addressing the discrepancies, reviews and assess responses and subsequent documentation to make a determination as to the accuracy and impact of the information provided.
  • Makes a determination based upon this analysis of documents as to whether the application should move forward for licensure or result in an administrative action.
  • Prepares recommendation to program manager, executive staff, and staff counsel.
  • Reviewed documents, logs and other records to compile full picture of available information.
  • Maintained positive working relationship with fellow staff and management.
  • Identified needs of customers promptly and efficiently.
  • Utilized document management system to organize company files, keeping up-to-date and easily accessible data.

Office Technician

Dept. of Consumer Affairs - Medical Board of CA
Sacramento , CA
2017.01 - 2018.11
  • Review, analyze, date stamp and distribute incoming mail to the floor analysts, and other entities within the department. Knowledge of distinguishing US/Canadian and International documents for the analyst.
  • Setup application files by reviewing documents, checking payment fee from applicant and notate any discrepancies and determine the pathway for the file.
  • Check for any prior criminal history through the Federal State Medical Board.
  • Reviewing and analyzing fingerprint cards from the applicant to check for completeness of the card.
  • A backup for the Medical Board of California's Consumer Information Unit taking inbound and outbound phone calls and routing calls to the customers requests and concerns.
  • Tasked with high volume inbound and outbound calls for the Medical Board of California. Diagnosing customers issue and resolving in a timely manner.
  • Clerical duties such as filing, sorting and distributing applicants applications to a coordinated agent.
  • Input data entry into various intranet programs for analysis and proper distribution.
  • Experience handling and maintaining confidential and sensitive information.
  • Ability to work independently and in a team environment.

Loan Repayment Counselor

Education Credit Management Corporation (ECMC)
Sacramento , CA
2014.06 - 2017.01
  • Assisted clients by analyzing and evaluating their finances, expenses, and spending in order to create detailed expenditure reports in order to create more balanced budgets, with the goal of debt resolution.
  • Ensures borrowers complete the rehabilitation program in student loan defaults.
  • Maintains inbound calls to update borrowers’ demographic information in the system.
  • Makes outbound calls to follow-up on past due purchase account purchases.
  • Ensures and analyzes accurate account billing activity.
  • Maintains the established payment plan with the borrower's delinquent payment purchases.
  • Negotiates and establishes a payment plan with the borrower by establishing and analyzing an expenditure report that is capable to complete the rehabilitation program in a timely manner.
  • Provides accurate and clear documentation of course of action taken.
  • Processes payments (i.e., credit card payments, etc.).
  • Processes miscellaneous paperwork (i.e., referrals, expenditure reports, invoice / correction disputes).
  • Follows established departmental processes and procedures.
  • Utilizes available resources to ensure compliance to the federal regulations.
  • Escalates situations outside guidelines to supervision.
  • Arrives to work on time and maintains regular attendance, working assigned shifts. Interacts well with others.
  • Maintains a positive, cooperative attitude. Complies with all ECMC Group Policies.
  • Performs other duties as assigned. Continuous professional development utilizing ECMC core values: Excellence, Integrity, Wellness, Teamwork, and Service.
  • Heed to borrowers situations and offer assistance, dispatch forms and notate the account information accurately.
  • Commit to outbound calls from borrowers to discuss options of their delinquent accounts, and receive inbound calls to take inquiry and resolution for the borrowers questions.
  • Give guidance to borrowers repayment options, set short and long term goals for the borrower.
  • Counsel borrowers in finding solutions to prevent the account from defaulting, advising borrowers consequences of default.

Default Resolution Specialist

Education Credit Management Corporation (ECMC)
Sacramento , CA
2014.02 - 2014.06
  • Heed to borrowers situations and offer assistance, dispatch forms and notate the account information accurately.
  • Commit to outbound calls from borrowers to discuss options of their delinquent accounts, and receive inbound calls to take inquiry and resolution for the borrowers questions.
  • Give guidance to borrowers repayment options, set short and long term goals for the borrower.
  • Utilizes available resources to ensure compliance to the federal regulations.
  • Escalates situations outside guidelines to supervision.
  • Arrives to work on time and maintains regular attendance, working assigned shifts. Interacts well with others.
  • Maintains a positive, cooperative attitude. Complies with all ECMC Group Policies.
  • Performs other duties as assigned. Continuous professional development utilizing ECMC core values: Excellence, Integrity, Wellness, Teamwork, and Service.
  • Counsel borrowers in finding solutions to prevent the account from defaulting, advising borrowers consequences of default.
  • Consistently exceeds daily customer service response standards.
  • Work with customer and borrower to establish a suitable payment plan.
  • Provides accurate and clear documentation of course of action taken in a designated amount of time.
  • Tracks applications progress accurately.
  • Ensures application errors and delays are resolved.

Telecom Billing Specialist and Customer Service Representative

Advanced Call Center Technologies
Sacramento , CA
2013.03 - 2013.06
  • Maintained and recorded various files in response to customer requests or services.
  • Analyzed and investigated telecom usage charges with the help of invoices and customer service representatives.
  • Providing resolutions on delinquent accounts
  • Advising benefits and or consequences for their services.

Premises Technician

American Telephone and Telegraph Company (AT&T)
Redwood City , CA
2011.05 - 2012.01
  • Analyzing, evaluating and tracking system problems/troubles and equipment failures utilizing knowledge and skills to affect the final resolution.
  • Understands and analyzes digital communications concepts, modems, protocols, error detection and has an introduction to networks.
  • Understands and uses the various hand tools required in installation and repair.
  • Understands and can effectively use the various measuring devices and meters for installation, maintenance or repair functions.
  • The ability to fact find and problem solve based on information gathered from one or multiple sources.
  • Knows and follows Company policy and procedures regarding safety.
  • Maintains appropriate level of caution when working, lifting, or handling potentially hazardous equipment or materials.
  • Effectively identifies, isolates and corrects trouble in the system or equipment through cleaning, adjusting or resplicing.
  • Orally transmits ideas, instructions, and information so they are clearly understood by others in formal or informal face-to-face situations or on the telephone.
  • Familiar with Company policies, procedures, and standards in area of expertise.
  • Ability to handle questions and clear customer (internal and external) problems and ensures commitments to customers are met by resolving problems and providing services.
  • Interfaces with internal or external customers in a professional manner in person, on the phone or through written communications
  • Monitored incoming and outgoing video and sound feeds to ensure quality and notified directors of any potential problems
  • Set up service for customers including installing, connecting, testing and adjusting equipment; explained cable service to subscribers after installation Inspected and tested lines and cables, recorded and analyzed test results, assessed transmission characteristics and located faults and malfunctions
  • Reviewed manufacturer's instructions, manuals, technical specifications, building permits and ordinances in order to determine communication equipment requirements and procedures.

Technology Externship

Coram Healthcare
Sacramento , CA
2010.10 - 2010.11
  • Responsible for claim inquiries, bill detail transactions, document sorting, filing and collections Performed Medicaid billing, created adjustment forms to write off amount balances, completed special projects
  • Executed job requirements by using various billing systems and private/corporate billing; performing data entry, fact finding internet searches, appeal and remittance processing and creating claim forms.

Customer Service Representative

American Telephone and Telegraph Company (AT&T)
Sacramento , CA
2007.12 - 2010.02
  • Analyzing and troubleshooting VoIP (Voice over Internet Protocol) telephone equipment issues by running diagnostic tests for repair or replacement.
  • Analyzing the study of information on bills, accounts, vouchers, forms, and reports to look for trends, patterns and/or the proper use of codes.
  • Deals effectively with people in tense situations and confronts and resolves conflicts immediately without major disruption.
  • Maintained customer records using automated systems; recorded and maintained files and records of customer requests, work or services performed, charges, expenses, inventory and other dispatch information
  • Emphasized product features based on analysis of customers' needs and on technical knowledge of product capabilities and limitations; provided customers with ongoing technical support
  • Scheduled and dispatched workers, work crews, equipment or service vehicles to appropriate locations according to customer requests, specifications or needs, using radios or telephones Monitored personnel or equipment locations and utilization to coordinate service and schedules.
  • Answered a high volume of phone calls and delivered information to the customer in a timely manner.
  • Interface between several contacts within an organization, between a variety of other departments and/or external organizations to track and ensure completion of a task project; may include coordination of workload assignments for other employees.
  • Ability to handle questions and clear customer (internal and external) problems and ensure commitments to customers are met by resolving problems and providing services.
  • Manages a large number (i.e., 10-15), different and often conflicting objectives, projects, or activities at one time.
  • Also maintains a clear sense of priorities and a vision of the larger picture.
  • The ability to fact find and problem solve based on information gathered from one or multiple sources. orally transmit ideas, instructions, and information so they are clearly understood by others in formal or informal face-to-face situations or on the telephone.

Maintenance Administrator / Project Coordinator

American Telephone and Telegraph Company (AT&T)
Sacramento , CA
2001.09 - 2007.11
  • Analyzing the study of information on bills, accounts, vouchers, forms, and reports to look for trends, patterns and/or the proper use of codes.
  • Performs general clerical tasks which include filing, typing, paper processing, conference/travel arrangements and other administrative duties.
  • Orally transmit ideas, instructions, and information so they are clearly understood by others in formal or informal face-to-face situations or on the telephone.
  • Interfaces with internal or external customers in a professional manner in person, on the phone or through written communications.
  • Interface between several contacts within an organization, between a variety of other departments and/or external organizations to track and ensure completion of a task project; may include coordination of workload assignments for other employees.
  • Operation of computer equipment connected to mainframe or mini or work station computers.
  • Isolation and resolution of customer access and software problems associated with customer/application software.
  • Understands the procedures required to install, rearrange and/or remove complex telephone equipment.
  • Understands the procedures for testing of telephone equipment and can use these procedures to carry out the necessary checks.
  • Analyzing, evaluating, and tracking system problems/troubles and equipment failures utilizing knowledge and skills to affect the final resolution.
  • Entering, filing and/or completing service orders and facilitating expedient movement to next step; including routine orders and updating customers as requested. May involve use of computer terminal.
  • Project Coordinator for multiple complex telephone systems.
  • Provided technical / troubleshooting teamwork partnership support for telephone equipment, existing reports, dashboards, and other operational tools.
  • Coordinated projects for multiple complex telephone systems.
  • Arranged current information packets for other involved departments to utilize; interacted with other departments and met all required deadlines; promoted teamwork and multi-tasking.
  • Advised customer or performed maintenance of software system.
  • Requested support from technical service centers when on-site procedures failed to solve installation or maintenance problems.
  • Provided technical support for existing reports, dashboards and other operational tools.
  • Understands and is able to use office equipment such as: vdt's, fax, copiers, adding machines, microfiche, calculators, etc.

Computer Operator

American Telephone and Telegraph Company (AT&T)
Sacramento , CA
2000.06 - 2001.09
  • Monitored operations of computer systems and hardware.
  • Maintained logs and records of system security activities and procedures.
  • Analyzing, evaluating and tracking system problems/troubles and equipment failures utilizing knowledge and skills to affect the final resolution.
  • Reviewed data for deficiencies or errors by correcting incompatibilities and checking output.
  • Escalated failures to system and application programming staff for remediation.
  • Understands and can effectively operates automated tape management systems including loading, storage and retrieval.
  • Ensures billing and service record accuracy, smooth service order flow and customer confidence. Operates electronic billing system.
  • Performs general clerical tasks which include filing, typing, paper processing, conference/travel arrangements and other administrative duties.
  • Orally transmit ideas, instructions and information so they are clearly understood by others in formal or informal face-to-face situations or on the telephone.
  • Operation of computer equipment connected to mainframe or mini or work station computers.
  • Correctly loads magnetic tapes, maintains tape library and operates printing and distribution functions.
  • Operates, controls, and/or monitors interactive mainframe or mini or workstation equipment to ensure the proper functioning of computer hardware, operating system software, system control programs, and local network software.
  • Interface between several contacts within an organization, between a variety of other departments and/or external organizations to track and ensure completion of a task project; may include coordination of workload assignments for other employees.
  • Copying and duplicating printed materials using various types/sizes of copiers and high-speed duplicators, primarily in a reprographics or graphic arts center.
  • Ability to handle questions and clear customer (internal and external) problems and ensure commitments to customers are met by resolving problems and providing services.
  • Interfaces with internal or external customers in a professional manner in person, on the phone or through written communications.
  • Input of information and maintenance of current files in the database.
  • Efficiently updates and reconciles various database systems to ensure accurate information and timely changes.
  • Analyzes data, prepares results and investigates services related to statistics, sales trends, expense budgets and personnel forecasts.
  • Effectively operates decollator and burster equipment and maintains reports and logs pertinent to printing and distribution operations.
  • User knowledge of machines such as card sorters, interpreters, reproducers, etc.
  • The transfer of information stored in electronic or other forms of media to hard copy upon request. May include the use of special computer software.
  • Understands and can use fourth generation systems.
  • Understands and uses various machines in daily tasks, i.e., electronic bill enclosing, electronic accounting, presses, headlines, or IBM executive, etc.
  • Operates a computerized bill enclosing machine via touch screen (VDT). Balance batch summary sheets after each pattern.
  • Through the interpretation of computer generated messages, mount, dismount and operate tape/cartridge drives; perform routine drive maintenance. In addition, may prepare tape media for usage and/or perform volume initialization procedures.
  • Perform Initial Program Load (IPL) to initialize the operating system (MVS, VM, UNIX); start all associated hardware and software in preparation for processing.
  • Demonstrates an ability to perform basic mathematical computation (addition, subtraction, multiplication, division).
  • Understands and can operate various media equipment such as IBM composers, photo-typesetters, cameras, etc.
  • Understands the use of minicomputers for installation, acceptance, corrective or preventive maintenance.
  • Understands and is able to use office equipment such as: VDT's, fax, copiers, adding machines, microfiche, calculators, etc.
  • Familiar with pc packages such as Microsoft word, ami-pro, word perfect or samna word.
  • Weighs and computes postage for all miscellaneous U.S. Mail, including overseas mail.
  • Effectively operates printers and printer interface equipment with direct access to a central multiprocessing computer system.
  • Understand the various processes available and is able to prepare artwork and write appropriate specifications and instruction for printing or photography vendors.
  • Effectively creates and maintains records and keeps accurate records concerning area of responsibility.
  • Effectively operates remote job entry terminal equipment for receiving output from a central multiprocessing computer.
  • The production of printed reports in a standard format and on a specified schedule, generally via a computer terminal; may involve the use of special computer software.
  • Efficiently prepares various statistical and/or other reports in a way that is clear and legible. The ability to fact find and problem solve based on information gathered from one or multiple sources.
  • Understands and can use second generation systems.
  • Understands and can use third generation systems.
  • Processing hours worked, either manually or electronically. May include completing forms, coding and/or entering.

Education

Certificate - Health Information Technology

Carrington College Sacramento
Sacramento, CA
11.2010

Skills

  • Understanding of the importance of good customer service and the necessity of effective communication to meet customer’s business needs.
  • Data Research and Validation
  • Root Cause Analysis
  • Analytical Thinking
  • Verbal and Written Communication
  • Evidence-Based Decision Making
  • Issue Identification
  • Data Integrity Assurance
  • Continuous Improvement
  • Multiple Priorities Management
  • Complex Problem Solving
  • Data Processing
  • System Analysis
  • Project Management
  • Documentation and Reporting
  • Problem-Solving
  • Customer Service
  • Troubleshooting and Diagnosis
  • File and Record Maintenance
  • Document Preparation
  • Customer Interaction
  • Program Support
  • System Tests
  • Ability to work with a variety of technical and management staff as well as vendors and customers.
  • Experience working in a team environment.
  • Good verbal and written communication skills.
  • Conflict Resolution
  • Critical Thinking
  • Upbeat and Positive Personality
  • Issue and Complaint Resolution
  • Understanding Customer Needs
  • Data Entry
  • Responding to Difficult Customers
  • Efficient and Detail-Oriented
  • Customer Data Confidentiality
  • Data Entry and Maintenance
  • Calm and Professional Under Pressure
  • Problem-Solving Abilities
  • Inbound and Outbound Calling
  • Call Center Operations
  • Customer Relations
  • Clerical Support

Certification

  • Certified Scum Master, Scrum Alliance / Obtained: 03/28/2022 Expires: 03/24/2026
  • Certified Scrum Product Owner / Obtained: 03/25/2024 Expires: 03/24/2026

Timeline

Staff Services Analyst

Dept. of Consumer Affairs - Medical Board of CA
2023.04 - Current

Management Services Technician

Dept. of Consumer Affairs - Medical Board of CA
2020.02 - 2023.04

Office Technician

Dept. of Consumer Affairs - Medical Board of CA
2019.11 - 2020.01

Operations Assistant

Chita's Restuarant
2019.09 - 2020.03

Management Services Technician

Ca Dept Corrections & Rehab. Business Services Ofc
2019.02 - 2019.11

Management Services Technician (Limited Term)

Dept. of Consumer Affairs - Medical Board of CA
2018.11 - 2019.02

Office Technician

Dept. of Consumer Affairs - Medical Board of CA
2017.01 - 2018.11

Loan Repayment Counselor

Education Credit Management Corporation (ECMC)
2014.06 - 2017.01

Default Resolution Specialist

Education Credit Management Corporation (ECMC)
2014.02 - 2014.06

Telecom Billing Specialist and Customer Service Representative

Advanced Call Center Technologies
2013.03 - 2013.06

Premises Technician

American Telephone and Telegraph Company (AT&T)
2011.05 - 2012.01

Technology Externship

Coram Healthcare
2010.10 - 2010.11

Customer Service Representative

American Telephone and Telegraph Company (AT&T)
2007.12 - 2010.02

Maintenance Administrator / Project Coordinator

American Telephone and Telegraph Company (AT&T)
2001.09 - 2007.11

Computer Operator

American Telephone and Telegraph Company (AT&T)
2000.06 - 2001.09

Certificate - Health Information Technology

Carrington College Sacramento
  • Certified Scum Master, Scrum Alliance / Obtained: 03/28/2022 Expires: 03/24/2026
  • Certified Scrum Product Owner / Obtained: 03/25/2024 Expires: 03/24/2026

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Roderick Custodio