JOSE CRUZ
Aguadilla,PR
Summary
Self-disciplined professional with ample experience in IT, customer service and technical support. Adept in troubleshooting, diagnosing and designing computer systems to customize client needs. Eager to enhance skills and achieve growth in organization.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Patient care coordinator
OPTUM
Guaynabo, Puerto Rico
11.2023 - Current
- Respond to and resolve on the first call, inquires and issues by identifying the topic and type of assistance the caller needs such as medicine order processing, medicine delivery status, and eligibility and claims
- Own problem through to resolution on behalf of the customer in real time or through comprehensive and timely follow-up with the member
- Manage scheduling and coordination of specialty medication refills, ensuring compliance with HIPAA laws and regulations.
- Verify delivery details with members to prevent missed doses and costly errors, particularly for controlled substances.
CUSTOMER ACCOUNT SPECIALIST
OPTUM
Guaynabo, PR
10.2022 - 11.2023
- Help guide and educate customers about the fundamentals and benefits of consumer-driven health care
topics to include managing their health and well-being - Maintained customer happiness with forward-thinking strategies focused on addressing needs and resolving concerns.
- Increased customer satisfaction ratings through proactive and actionable resolutions to questions,
concerns, or challenges. - Implemented customer follow up to uphold service standards.
- Listened actively to offer accurate information and best solution to their needs.
- Answered 120+ telephone calls per day with professionalism.
Bilingual Customer Service Representative
Synchrony Bank
Guaynabo, Puerto Rico
08.2017 - 06.2022
- Assisted customers with Spanish-language inquiries in timely and professional manner
- Escalated customer concerns, maintaining calm, friendly demeanor
- Informed customers about billing procedures, processed payments and provided payment option setup assistance
- Handled client inquiries with exceptional professionalism and enthusiasm
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Gained customer trust by providing knowledgeable and accurate information in both English and Spanish.
- Responded to customer calls and emails to answer questions about products and services
Customer Service Representative
Alight Solutions
Hato Rey, Puerto Rico
08.2015 - 06.2017
- Upheld privacy and security requirements for customer information
- Reviewed customer complaints to determine appropriate methods for resolution
- Utilized active listening and communication skills to address customer inquiries and escalate issues to supervisor
- Displayed strong telephone etiquette, effectively handling difficult calls
- Evaluated benefits for each caller to determine service needs and address concerns.
- Answered constant flow of customer calls with minimal wait times.
Education
Bachelor Of Arts: B.A - Sociology
Universidad De Puerto Rico Rio Piedras
Rio Piedras, Puerto Rico06.2015
Skills
- Problem-Solving Abilities
- Calm and Professional Under Pressure
- Courteous with Strong Service Mindset
- Understanding Customer Needs
- Technologically Savvy
- Courteous Demeanor
- Upbeat and Positive Personality
- Active Listening
- Customer Relations
- Customer Communication and Empathy
- Resolve Technical Problems
- Team building
- Customer-focused
- Communication skills
Certification
Projected A+ certified on June 2024
Projected N+ certified on July 2024
Languages
English
Native language
Spanish
Proficient (C2)
References
References available upon request.
Timeline
Patient care coordinator
OPTUM
11.2023 - Current
CUSTOMER ACCOUNT SPECIALIST
OPTUM
10.2022 - 11.2023
Bilingual Customer Service Representative
Synchrony Bank
08.2017 - 06.2022
Customer Service Representative
Alight Solutions
08.2015 - 06.2017
Bachelor Of Arts: B.A - Sociology
Universidad De Puerto Rico Rio Piedras
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