Samuel Brito
Austin
Summary
Hardworking employee enthusiastic about learning Automotive field as Service Advisor. Pursues opportunities to learn new skills and contribute to group success. Offers strong administrative, relationship-building and problem-solving abilities.
Overview
20
20
years of professional experience
Work History
Claims Representative
United Healthcare Group
09.2022 - 01.2024
- Worked productively in fast-moving work environment to process large volumes of claims.
- Followed up with customers on unresolved issues.
- Improved customer satisfaction by providing timely and accurate information on claim status and resolution.
- Maintained compliance with industry regulations by adhering to established procedures and guidelines in claims handling.
- Collaborated with cross-functional teams to expedite complex claims investigations and resolutions.
IOS Technical Advisor
Apple on Assignment Through Volt Workforce Sol.
12.2019 - 07.2020
- Leveraged diagnostic tools, logs analysis, and workflow management systems to optimize issue resolution times.
- Conducted comprehensive research on emerging technologies to stay abreast of industry trends and advancements.
- Managed customer escalations professionally while adhering to company guidelines.
- Documented troubleshooting steps and resolutions, contributing to knowledge base resources for future reference.
- Assisted users in navigating app store content, enabling them to locate relevant applications effectively.
Advocate Member Service Representative
United Healthcare Group
12.2014 - 09.2018
- Enhanced customer satisfaction by efficiently addressing and resolving Medicare-related inquiries.
- Provided exceptional support to Medicare beneficiaries, guiding them through coverage options and plan details.
- Managed a high volume of inbound calls, adeptly navigating multiple systems while maintaining focus on customer needs.
- Maintained strong working knowledge of Medicare regulations, ensuring accurate information dissemination to clients.
- Supported department goals by consistently meeting or exceeding established metrics related to call quality, timeliness, and accuracy.
Trainer
Teleperformance USA
02.2013 - 12.2013
- Mentored new hires, resulting in stronger staff development and increased productivity.
- Provided one-on-one mentoring to help individuals reach their full potential within the organization.
- Coached employees on best practices, providing constructive feedback to support their professional growth.
- Evaluated the effectiveness of training initiatives by tracking participant progress and gathering feedback for continuous improvement.
- Delivered dynamic presentations to facilitate learning and retention among diverse audiences.
Customer Support Specialist
T-Mobile
07.2008 - 10.2009
- Developed strong relationships with clients, resulting in repeat business and positive feedback.
- Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
- Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
- Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
- Utilized CRM systems effectively to track customer interactions, document detailed case notes, and access relevant account information quickly when needed.
Hotel Manager
Woodspring Suites
10.2007 - 05.2008
- Hired and trained new employees, demonstrating best methods for serving clients and guests.
- Regularly analyzed guest feedback data to identify and address areas where improvements could be made, resulting in consistently high customer satisfaction ratings.
- Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
- Conducted regular staff performance evaluations, identifying areas for improvement and providing constructive feedback.
- Increased guest satisfaction by implementing innovative customer service initiatives and staff training programs.
- Managed hotel operations for seamless functioning, ensuring high levels of efficiency and guest satisfaction.
Assistant Hotel Manager
La Quinta
10.2003 - 10.2007
- Oversaw daily operations, addressing any issues promptly to minimize disruptions to guest services.
- Conducted regular inspections of facilities to identify areas in need of maintenance or improvement.
- Monitored online reviews and ratings from guests, implementing changes as necessary to address concerns or capitalize on positive feedback.
- Facilitated open lines of communication between staff members across various departments for smooth collaboration.
- Streamlined front desk operations for improved efficiency and enhanced guest experiences.
- Managed hotel budgets, reducing unnecessary expenses and optimizing resource allocation.
- Boosted revenue with targeted marketing campaigns and upselling techniques.
Education
Bachelor of Arts - Psychology
The University of Texas Rio Grande Valley
Brownsville, TXAssociate of Arts - General Studies
Texas State Technical College
Harlingen06-2014
Skills
- Microsoft office
- Time management
- Team collaboration
- Decision-making
- Interpersonal communication
- Documentation review
- File management
- Conflict resolution
- Insurance regulations
- Claims processing
- Customer service
- Attention to detail
- Active listening
- Critical thinking
Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Achieved Top Performer by exceeding metrics with accuracy and efficiency.
- Supervised team of 25 staff members.
- Carefully mentored newly hired employees on customer service techniques which helped improve focus on guests and visitors.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
Languages
Spanish
Native or Bilingual
Timeline
Claims Representative
United Healthcare Group
09.2022 - 01.2024
IOS Technical Advisor
Apple on Assignment Through Volt Workforce Sol.
12.2019 - 07.2020
Advocate Member Service Representative
United Healthcare Group
12.2014 - 09.2018
Trainer
Teleperformance USA
02.2013 - 12.2013
Customer Support Specialist
T-Mobile
07.2008 - 10.2009
Hotel Manager
Woodspring Suites
10.2007 - 05.2008
Assistant Hotel Manager
La Quinta
10.2003 - 10.2007
Bachelor of Arts - Psychology
The University of Texas Rio Grande Valley
Associate of Arts - General Studies
Texas State Technical College
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