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Resume Erik Vargas linked in
1.
Mr. Erik Vargas Email:
ErikVargas1970@gmail.com Experiencedprofessionalwithdemonstrated experienceinleadership,customerservice,productqualityas wellas coachingand mentoring ofdiverse work teams. Resultsorientedanddetailminded professionalwithaproven track recordinprovidingexcellent serviceto both internalandexternalcustomersinhealthcaremanagement andcallcenterqualityassurance.Drivenby quality, results andcustomersatisfactionandto not onlymeetbut exceed organizationalexpectations. CoreCompetencies 20+ years of progressivesales, retail, callcenter,qualityassurance andmanagerialexperience. Excellentanalyticalandproblem solvingskills Excellentinterpersonalandcommunicationskills Keenrelationshipmanagementabilities Proficientincomputerapplications:Microsoft,Excel,Word andOutlookas wellas numerousoperationalsoftware. PROFESSIONALEXPERIENCE TheHartford,LakeMary, FL Sr. LTDClaimsAnalyst,2016 - Present Self motivation to investigate, recordandanalyze data, timelyand efficientlyin order to make benefitdeterminationsbasedon policycontractandcompanyguidelines. Ability to meetproductivitytargets in a fast -pacedenvironmentandmaintainhighlevelofqualityand accuracy. Effective communication,bothwritten andverbal to Team Leads,ManagementStaff, Claimants,MedicalProvidersandpeers. Deliver outcomes,demonstrateprofessionalism andexecutionofdata collected thatserves shareholdersandclaimants. Buildstrong partnershipswithclaimantsaswellas medicalproviders throughoutdisabilityclaim process. Researchandrelayinformationrelevantto LongTerm DisabilityClaimsincludingpossiblefraudtoSpecialInvestigationUnit. Resolve refund/over/underpaymentsof pensionandSSA benefits andreport. Active communication withprovidersoffices,vendors, employersandother agenciestoobtaininformationrelatedtoclaims. Documentall claimsinteractionsandtransactions,detailsofinquiries,complaints,commentsaswellas actionstaken. Composelettersto medicalprovidersaswellas claimants,requestingdocumentationofinformationsupportingdisability. Maintainstructured,andaccurate caseload information forpeerfollow up in myabsence. Daily/weekly/monthlyCoaching,SIU,Medical CaseManagementparticipation toincreaseknowledgeandpersonalgrowth. Healthfirst,LakeMary, FL Sr. Quality Auditor,2010-2016 Evaluate MemberServiceRepresentative phonecallsinaccordancewithdepartmentalqualitystandards. Review findingswithMemberServiceRepresentativesandprovide oneon one coachingandfeedbackasappropriate. CalibratewithSupervisor and Managementtomaintainqualitygoals withinthe department. Identify trends, conductrootcauseanalysis,and makerecommendationsforimprovementtoTeam Supervisorsand Management.Provideweeklyupdatesto QI Supervisor of evaluationproductiontoensureon timecompletionofrequired evaluations. Conductoneonone refreshertrainingto representatives on HIPAA and policyupdates. Proficientinaccountmanagingandcoldcallsoffirst callresolutions.Strategize with managementteam toimprovefirst callresolutionsandimplementsolutionsthathave an optimalreturnontheir accounts Provide a one stop serviceto membersbyidentifying, researchingandresolvingescalatedissue.
2.
Optimal PhoneInterpreters,LakeMary, FL (Bilingual)PhoneInterpreter,2009-2010
AccountManagement.Developmentofmemberprofiles,accountpositioningandstrategies. Assist memberswithSpanish/Englishtranslations. Navigated throughautomatedinformationsystemsto providea one stop serviceto membersbyidentifying, researching andresolving escalatedissue. Researchbilingualservicesasappropriate. Locateinterpretersfor clientsof over 200languagesforinterpretationservicesand translationof legaldocumentsand medical records. Assist with remotesignlanguagedocumentation. Documentationofalltranslationservices rendered. FirstChoiceCleaning Service,Orlando,FL OperationsManager,2000-2009 Commercial contractmanagementservicesliaison withWestgateResort. NationalAccount. DailycommunicationwithWestgateresorts managementpersonnel anddispatchofemployeestomaintainproperties. Professionalresidential,commercialandmulti-family,roof cleaningandtreatments,aswellas highrise glass andscreen enclosures. Exterior housewashing,concretebathing,pool decks,enclosures,drivewayand walkwaypowerscrubbing. Recruit,manage,direct,and mentorof employmentstaff, as wellas disciplinetrackingandprogressivecounseling. Conductorientationandproducttraining suchasequipmentmaintenanceandOsha safetycompliance guidelinetraining. Establishtravel lodgingandexpenseswhenworkingat otherresorts outsideof state of Florida. Draft proposalandbids oncommercialandresidentialprojectsforclients. Collectandmaintainlogsofbank drafts anddrops for companyowner. Bellsouth Mobility(CurrentAT&T Wireless),Orlando,FL AssistantManagerCustomer Operations,1996-2000 Managedthedailyoperationsof 20+CustomerServiceReps includingperformanceandresourcemanagement. MonitoremployeeperformancemetricsandaccountabilityQAstandards linkedto corporatestrategyresultingin improved servicedelivery and employeeperformance. Address escalatedcallsand resolutionsforboth customerandstaff. Produceandmonitorseveralmonthlyreports: salesreports, escalatedissues,QA. DevelopedandresearchedinformationforwirelesscustomersonBellsouthMobility'swebsite improvingcustomer satisfactionrate by 94%on reducingchurn. EDUCATION FREC(FloridaRealEstate Commission)Certification 2012 Watson Schoolof RealEstate, Longwood,Florida CriminalJustice 2001 FloridaMetropolitanUniversity,Orlando Florida ManagementTraining 2000 Bellsouth,Lake MaryFlorida Honors:Veteran EnforcersMotorcycleAssociation,Deltona,Fl SergeantAtArms 2012- Present
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