Victor Alvelo Email & Phone Number

Orange City, Fl, Us

United States

Provide expert support for developer needs and relations using available tools & resources.Help developers resolve minor technical issues.Maintain and own ongoing contact needs via phone, email, text & video.Deliver expert customer experiences…with a smile

United States

Provide inbound customer support.Help customers resolve technical issues.Assist in correcting billing concerns.Delivering expert customer experiences…with a smile

Remote

Modified and reviewed production reports to ensure compliance is met. Worked closely with the IT team and took on supporting efforts related to the 32 mailboxes.● Spearheaded a new process/team, creating workflows and conducted training on new Salesforce process.● Managed a team of 20 staff members, comprised of Full-Time and Temporary staff. Processing over 130,000 cases in Salesforce, reducing inventory to 25,000.

United States

● Analyzed and prepared Provider Data for integration into QNXT database.

Work From Home

Conducted more than 200 Member Service audits monthly.● Reviewed previous day reports for potential compliance issues.● Assisted team members during month-end audits.● Sustained a Quality score of 100, aligning with Aetna's core values.● Exceeded departmental goals, ranking among the top analysts in a team of 10.

Orlando, Florida Area

● Established patient records and managed patient benefits, handling inquiries from patients andmedical practitioners.● Addressed inbound calls, resolving issues for members, providers, and plan sponsors.● Ensured prompt delivery of medications by assisting patients and medical practitioners.

Orlando, Florida Area

● Conducted over 200 Member Service audits per month.● Executed research projects for quality events.● Designed and modified Excel reports for data collection.● Managed Ad Hoc Projects.● Supported team members during month-end audits.● Oriented new hires to current Quality Protocols.

● Provided guidance and support to junior team members.● Resolved escalated calls within the call center.● Trained and mentored agents, offering constructive feedback.● Assisted with project management and collaboration with Account Managers.● Ensured operational support for Workforce Management.● Supervised a specialized team addressing member website issues.

● Managed the entry of prescriptions from Walgreens Retail locations into the Central ProcessingDatabase.

● Managed software updates using FTP/Telnet protocols, eliminating backup tape requests.● Tested and certified third-party software releases on AIX and Linux servers.● Developed projects for software releases using Microsoft Visual SourceSafe (VSS).● Created Optio Laser Forms incorporating customer information and logos.● Led development team pages on the corporate intranet.

● Streamlined customer software modification comparison process on Linux server.● Assisted technical and software support teams with escalated software issues.● Developed Optio Laser Forms for Canadian customers.● Supported Optio software implementation on Linux environment.

● Scheduled, programmed, and distributed software releases in the Unix environment.● Addressed functional and technical issues related to customer software modifications.● Implemented process improvements within the Development department.● Explored and adopted new software/hardware for utility enhancement.● Managed bbx (Business Basic) multi-keyed relational databases.● Oversaw the corporate Intranet for Development Team pages.

Progrmming

Took course work to further my career with employer. • Java Programming - 2004 • Programming Logic - 2000

Education record

Diploma

Activities and Societies: National Honor Society