Luis A. Rivas Berroa
Calle Alcala 1804 Urb. College Park, San Juan
Summary
Experienced professional in managing confidential data, conducting information analysis, and overseeing regulated processes within the financial and healthcare sectors. Background in data centers, banking transaction operations, and healthcare systems, with a strong focus on accuracy, regulatory compliance, and client service. Skilled in leveraging analytical and technical expertise to optimize processes and support strategic decision-making.
Overview
11
11
years of professional experience
Work History
House Calls Scheduling Coordinator
Optum Puerto Rico
09.2020 - Current
- Scheduled in-home visits for members with Physicians or Nurse Practitioners.
- Responded to inbound member calls, providing timely assistance and support.
- Provided phone support to members and providers, identifying and addressing specific needs.
- Ensured accurate appointment scheduling and resolved any related issues or conflicts.
- Conducted active listening and asked appropriate questions to identify concerns, documenting information accurately in complex computer systems.
- Coordinated with Member Services on behalf of members to resolve additional questions or issues.
Financial Support Analyst
Dynamics Payments
02.2019 - 06.2020
- Built and maintained strong relationships with new and existing customers to ensure satisfaction and retention.
- Conducted welcome calls to new clients to validate product or payment terminal installations and provide platform training.
- Provided in-person and virtual training to clients on platforms used to monitor bank deposits.
- Managed daily customer service inquiries and resolved issues promptly.
- Created, assigned, and closed tickets in the CRM system to track and resolve client requests.
- Analyzed customer account deposits to ensure accuracy and proper processing.
- Researched and resolved transaction discrepancies at payment terminals.
- Updated customer accounts with changes in banking, contact, or legal information.
- Prepared and explained reconciliations for customer transactions and deposits.
- Handled daily cardholder chargebacks and claims efficiently.
- Processed customer billing and introduced new payment solutions to optimize operations.
- Supported customer retention initiatives through proactive service and follow-up.
Distance Education Support Technician
Interamerican University Of Puerto Rico - Metro
08.2014 - 01.2019
- Managed and maintained Blackboard and Interweb accounts for students and faculty across campus.
- Developed, edited, and uploaded templates and materials for online courses.
- Monitored proctored exams via webcam for students at the Metro campus and other Inter-American University locations.
- Installed, updated, and verified software programs on faculty and student computers.
- Performed hardware repairs and installations across campus computer labs.
- Provided technical support for Distance Education programs to students and faculty.
- Responded to customer service inquiries and resolved technical issues promptly.
Education
Bachelor of Business Administration - Marketing
Interamerican University of Puerto Rico, Metro
San Juan, PR11.2016
Skills
- Bilingual, Spanish and English
- MS Office
- CRM
- Knowledge in claims handling
- Knowledge in bank reconciliations
- Excellent customer service
- Team leadership skills
- Excellent communication skills
- Conscientious in following rules and regulations
- Detail oriented and creative
- Ability to adapt - Adaptability
- Creative Solutions
Timeline
House Calls Scheduling Coordinator
Optum Puerto Rico
09.2020 - Current
Financial Support Analyst
Dynamics Payments
02.2019 - 06.2020
Distance Education Support Technician
Interamerican University Of Puerto Rico - Metro
08.2014 - 01.2019
Bachelor of Business Administration - Marketing
Interamerican University of Puerto Rico, Metro