Robert De Jesus Email & Phone Number

Miami, Florida, United States

As a Team Leader at Global Benefits Group, I've orchestrated transformative initiatives, including creating a service structure for Globalmex policies and troubleshooting IT issues. My leadership ensured efficient call and email management, implementing Cisco Enterprise chat and email. Spearheading a new AXA/Globalmex health policies service team, I managed a $40 million portfolio. I excelled in healthcare coordination, overseeing preauthorization services and serving as the Air Ambulance coordinator.In team coordination, I provided constant direction, trained employees for specialized roles, and ensured a 48-hour turnaround response for emails. My leadership extended to client relationship management, fostering positive relationships, resolving complaints, and implementing preventative processes. I delivered detailed statistical feedback for staff evaluation and rewarded high performance.Throughout, I showcased proficiency in technical tools such as Citrix, Cisco Finesse, Jabber, and Cisco email & Chat. I led projects like the implementation of Cisco Enterprise chat and email and conducted testing for mobile applications and agent portals, reporting issues, and suggesting improvements.My commitment to operational excellence is evident in creating and implementing work procedures for enhanced service delivery and standards. I served as a middleman between the organization and the customer service team, ensuring smooth communication and grievance resolution. In summary, I bring a wealth of experience in leadership, technical proficiency, project management, and client relationship management, consistently driving operational efficiency and delivering exceptional customer service.

Miami, Florida

• Provided vital support, managing escalated calls and serving as a trusted backup for the Customer Service Manager.• Identified team training needs, delivering targeted sessions, and played a pivotal role in training new personnel.• Proactively implemented new departmental procedures and policies, showcasing a commitment to process enhancement.• Monitored call quality through Cisco software, ensuring service excellence and adherence to quality standards.• Actively contributed to the development of the company's software platform as a committee member.• Effectively communicated with members, agents, and providers, addressing information needs for efficient claim processing.• Analyzed claims to explain coverage denials and resolved escalating priority issues, showcasing analytical acumen.• Handled customer complaints and inquiries with a focus on evaluation and resolution, maintaining high satisfaction.• Ensured strict adherence to HIPAA guidelines, guaranteeing confidentiality and regulatory compliance.

Medley

• Spearheaded the Safety & Health Program, ensuring absolute OSHA compliance through comprehensive safety training and maintaining up-to-date chemical MSDS records.• Orchestrated the hiring, scheduling, and resolution of human resource issues for a workforce of 32 employees, fostering a safe and motivated work environment.• Implemented and managed production standards, guaranteeing exceptional quality and minimal product returns while adhering to tight production schedules for prompt deliveries.• Established and oversaw a robust Quality Assurance program, aligning operations with customer requirements and enhancing overall product quality.• Addressed customer service issues related to product quality, demonstrating a commitment to customer satisfaction and effective problem resolution.• Directed a product control program, minimizing losses through strategic Clean Return audits and efficient loadout management.• Maintained consistently high associate approval ratings by prioritizing teamwork, motivation, and a continuous improvement mindset to achieve optimal results.

Pembroke Pines, Florida

January 2009 – February 2011OSHA Safety Coordinator / Office Manager• Oversaw health and safety, ensuring a 98% score on corporate safety audits.• Implemented OSHA guidelines, held managers accountable, and conducted safety training.• Managed administrative staff, handled audits, and supervised department budgets.• Led the safety committee and managed day-to-day operations of accounts receivable, payable, and customer service.• Prepared pivotal reports for the General Manager to inform daily operational decisions.October 2009 – January 2009Stockroom Manager• United a team for profitability, reducing garment material costs and implementing cost-saving processes.• Automated workflows, improving productivity and achieving significant savings (+175K).• Collaborated with the production supervisor to enhance uniform output and streamline processes.• Reorganized the stockroom for efficiency, reducing walking time and increasing productivity.December 2008 – September 2009Accounts Receivables• Successfully reduced past-due account receivables percentage for six consecutive months.• Recovered $108,200 by reducing a 13.38% past-due AR balance to 7.97%.• Conducted audits, trained staff, and streamlined processes for efficient collections.• Managed multi-million-dollar active and inactive assets, contributing to improved financial health.Lost Business ChampionJuly 2008 – December 2008• Spearheaded lost business prevention, retaining $1.7 million in sales through customer retention strategies.• Analyzed key performance indicators, implemented new processes, and supervised customer service and route operations.• Reduced unresolved customer requests by 50%, improving communication and efficiency.• Initiated Six Sigma projects, leading to increased profits and operational enhancements.• Managed accounts receivables, audits, and multi-million-dollar assets, further strengthening financial outcomes.