Abraham Maldonado Email and Phone Number

Minimum of one Blitz every quarter that consists of a 15min video and 15min team Blitz. Blitzes must include sign on sheets, agenda and handouts. Content must informative and relevant to duties and responsibilities of the staff. Blitzed must approved by Customer Service Supervisor and/or Call Center Manager a minimum of 5 days prior to blitz date. Staff scheduling should not negatively impact call center productivity or abandonment rate.

Create a Monthly Tip & Tricks sheet that provides a helpful navigating guide for our daily applications and processes (Jabber, Epic, Cisco, Ellkay etc.)

1.Monitoring and direct responsibility of following EPIC work queues: PRO - HB Needs Customer Service Review 12816, PRO - PAY PLAN Promissory Note Outstanding 12937, PRO - Return to Customer Service 12983. Productivity is based on a percentage of undeferred accounts over 10 days compared to overall volume. Productivity is based on a percentage of undeferred accounts over 10 days compared to overall volume. Percentage should not exceed 5%. Percentages to be calculated on the last business day of every month and sent to Supervisor for review. Percentages are also to be maintained in a summary format. 2.Establish weekly meetings to review QA and productivity results.

I was employed with a FT position. I was hired as a customer service representative and on 08/15/13 was offered a higher position as a Health Concierge. My duties under the Customer Service position involved
•customer service
•reaching out to hospitals, Medical offices, and collections
•weekly trainings
•and managing personal task lists and routes

My duties under the Health Concierge position involved
• managing and handling multiple units rework returns
• working with PSLs to resolve internal issues
• and documenting ever rework resolution to educate individuals involved

*****Some additional responsibilities I took not related to my positions involved
• assisting with supervisor call backs
• working closely with our PSLs as a SME (Subject Matter Expert)
• I was trained to assist with Etech Support calls
• I was an assistant to the head of the AHORA (Aetna's Hispanic Organizational Resource for All) Group

I was employed with a PT position. My duties involved
• working with students in groups and on a one on one level
• holding and taking photo documentation of all activities the students participated in
• and keeping the students the student's files up to date and in order

I was originally employed with a FT position, but due to my desire to further my education (2014) I had to charge to a PT position. My duties involved
• customer service
• inventory
• arranging stock
• and working the register

I was employed with a PT position. My duties involved
• customer service
• inventory
• arranging stock
• and working the register

I was employed with a PT position. My duties involved
• customer service
• inventory
• arranging stock
• and unloading trucks