SANTOS Figueroa Negron
Wilmington,DE
Summary
Forward-thinking Call Center Supervisor dedicated to training and mentoring staff to effectively resolve caller inquiries, build loyalty, and enhance business revenue. Skilled at training, monitoring, and managing exceptional teams handling high-volume calls. Driven and innovative with expertise in developing and implementing training protocols and resources to drive performance and caller satisfaction.
Overview
8
8
years of professional experience
Work History
Fullfillment Associate
Amazon, Inc.
10.2023 - Current
- Assisted in receiving, stocking and distribution of merchandise.
- Unpacked and repacked items in different quantities and configurations for shipment.
- Shipped material and performed boxing, packing, labeling, and preparation of related documents.
- Assembled pallets and crates for secure transportation of materials.
Contact Representative
Internal Revenue Service, IRS
04.2022 - 09.2023
- Furnished taxpayers with sufficient information and advice to facilitate correct tax form completion.
- Checked data input and verified totals on forms prepared by others to detect errors in arithmetic, data entry or procedures.
- Used appropriate adjustments, deductions and credits to keep client's taxes to minimum.
- Reviewed clients tax filing papers thoroughly to determine eligibility for additional tax credits or deductions.
- Prepared written responses or tax return amendments to resolve state and federal notices.
- Surpassed performance goals by approaching interactions with
resourcefulness, organization and customer-centric solutions.
Financial Services Supervisor
Optum, UnitedHealth Group
11.2020 - 02.2022
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement
- Established and updated work schedules to account for changing staff levels and expected workloads
- Executed Monthly Performance Plans throughout a data collection with representatives to identify production gaps
- Trained team members on performance metrics and consumer behavior identification
- Improved organizational efficiency by effectively recruiting new hires and supporting management with personnel decisions
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues
- Developed all process controls and metrics for daily management of Call Center
- Determined quality assurance benchmarks and set standards for improvement
- Assisted with regulatory issues such as compliance
- Prepared reports to assist business leaders with key decision making and strategic operational planning
- Developed quality employees within call center to take over leadership positions
- Created spreadsheets using Microsoft Excel for daily, weekly, and monthly reporting
- Held staff meetings on reviewing daily goals.
Patient Care Coordinator
Axium Healthcare Pharmacy
12.2019 - 10.2020
- Reviewed each step of patient care and made proactive adjustments to avert issues
- Delivered excellent patient experiences and direct care
- Always maintained confidentiality of patient data and condition to safeguard health information
- Explained upcoming treatment preparation, instructions, and other facts to patients
- Managed prescriptions by sending electronic requests for new medications and refills
- Upheld confidentiality requirements and regulatory compliance guidelines
- Maintained inventory of pharmaceutical products for sufficient supply in office
- Sent and handled electronic requests for new medications and medication refills
- Monitored ongoing care and proactively corrected problems
- Worked closely with patients to deliver excellent and direct individualized patient care.
Quality Service Coordinator
Triple S Management
06.2016 - 11.2019
- Managed two call centers with a headcount of 116.
- Conduct departmental training related to Medicare Advantage and GHP(Vital)
- Defined and documented office procedures by updating SOPs and planning comprehensive training for administrative support staff
- Established and enforced clear goals to keep employees working collaboratively
- Realigned workflows with changing business demand by evaluating processes and employee strengths
- Provided ongoing training to address staff needs
- Prepare monthly monitoring reports and results assuring the quality established
- Identified and corrected performance and personnel issues to reduce impact to business operations
- Maintained strong call control and quickly worked through scripts to address problems
- Facilitated individual coaching sessions with CSRs to realign productivity goals
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement
- Increased efficiency and productivity through effective staff training
Software Test Specialist
Triple SSS
07.2017 - 06.2018
- Created accurate and successful test scripts to manage automated testing of certain products and features
- Defined test strategy for product documentation and diagnostic frameworks
- Developed and executed comprehensive test plans and workforce breakdown structures for complete systems
- Worked with supervisors to streamline workflow processes and improve testing capabilities
- Reported test findings to development personnel, advising staff on efficacy of subsequent remediation attempts
- Identified and tracked defects with Excel spreadsheets and supported developers in resolving problems by completing additional tests
- Accurately designed test plans with in QNXT migration process
- Through defect management, effectively identified software failures so that defects may be discovered and corrected, proactive in documenting abnormalities and issues and database of software defects.
Education
BBA - Health Services Administration
National University College
Bayamon, PR07.2021
AD - Medical Billing & Coding, Business Administration
National University College
Bayamon, PR12.2020
Skills
- Customer Relations
- Client relations
- Data analysis
- Complaint resolution
- Report preparation
- Employee training
- Budgeting
- Financial administration
Timeline
Fullfillment Associate
Amazon, Inc.
10.2023 - Current
Contact Representative
Internal Revenue Service, IRS
04.2022 - 09.2023
Financial Services Supervisor
Optum, UnitedHealth Group
11.2020 - 02.2022
Patient Care Coordinator
Axium Healthcare Pharmacy
12.2019 - 10.2020
Software Test Specialist
Triple SSS
07.2017 - 06.2018
Quality Service Coordinator
Triple S Management
06.2016 - 11.2019
BBA - Health Services Administration
National University College
AD - Medical Billing & Coding, Business Administration
National University College
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