Eric Rodriguez Rojas
Texas
Summary
Experienced Call Center Team Lead specializing in customer service and team management. Skilled at resolving complex customer service issues, training new employees, and improving call center processes to increase efficiency. Strengths include strong leadership abilities, clear communication skills, and talent for fostering teamwork. Demonstrated success in enhancing team productivity and boosting overall customer satisfaction.
Overview
10
10
years of professional experience
Work History
Call Center Team Lead
Evolent Health
Texas
03.2020 - 08.2024
- Provided guidance, training, coaching and mentoring to call center team members.
- Monitored calls for quality assurance purposes.
- Conducted performance reviews of call center staff and documented results.
- Analyzed customer feedback data to identify trends in customer service issues.
- Processed claims by utilizing insurance company guidelines and procedures.
- Resolved escalated customer complaints in a timely manner.
- Maintained accurate records of all customer interactions using the company's CRM system.
- Tracked progress on projects and provided timely feedback to staff members.
- Created new strategies for improving customer service standards within the organization.
- Note: This was a medical insurance plan under Medicaid for the state of Illinois. I started off as a customer service agent that assisted members and also health providers regarding any medical need. I have a wide knowledge of medical terminology and health insurance.
Call Center Representative
Blue Cross Blue shield Insurance
Remote
01.2017 - 02.2020
- Adhered strictly to all applicable laws and regulations pertaining to customer privacy rights.
- Educated customers on the importance of maintaining adequate insurance coverage.
- Analyzed claims data to determine potential areas of improvement for policyholders' protection.
- Provided Medicare-Medicaid customers with guidance and assistance in selecting the most appropriate insurance plans.
- Responded quickly and accurately to inquiries from clients regarding their coverage plans.
- Improved data collection accuracy by structuring systems for desktop spreadsheets.
- Note: This was a medical insurance plan under Medicaid and Medicare.
Collections Agent
GC Solutions Integrales
Remote
01.2015 - 01.2017
- Interviewed customers to obtain financial information, payment history and other relevant details.
- Investigated customer disputes and complaints regarding billing errors and incorrect charges.
- Prepared reports summarizing collection activity for management review.
- Researched customer accounts for any discrepancies or outstanding payments.
- Negotiated payment plans with customers to ensure timely repayment of debt.
- Answered incoming customer calls regarding product inquiries, orders, complaints and general customer service.
- Assessed customer needs and provided solutions to resolve their issues in a timely manner.
Education
International Relations (IR) - Politics
Universidad Tecnologica De Mexico
Mexico City03-2022
Skills
- Healthcare Vocabulary
- Health Insurance Expertise
- Bilingual
- Effective Multitasking
- Data Entry
- Team Supervision
- Documentation And Reporting
- Client Service
Affiliations
- Gym
- Soccer
- Football
- Family time
Accomplishments
- Owner of a stationery store
- Build a online shopify store (RazeFit)
Languages
English
First Language
Spanish
Proficient (C2)
C2
Timeline
Call Center Team Lead
Evolent Health
03.2020 - 08.2024
Call Center Representative
Blue Cross Blue shield Insurance
01.2017 - 02.2020
Collections Agent
GC Solutions Integrales
01.2015 - 01.2017
International Relations (IR) - Politics
Universidad Tecnologica De Mexico
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