Amir Quesada Email & Phone Number

Greater Milwaukee Area

Milwaukee, Wisconsin

• Did Troubleshooting by phone for all the firm’s primary system applications, distinguishing among hardware problems, software problems, and user error • Worked in Active Directory and Exchange creating and maintaining email accounts as well as account set up. • Did video editing for recorded meetings • Analyzed user problems and communicated effective and appropriate solutions as to minimize user downtime• Logged problems and described appropriate solution into the call tracking system and assisted in other areas of the Technology Department in maintaining problem resolution information• Assisted users in acquainting themselves with specific features within confines of software a application• Mastered basic and intermediate functions of the firm’s software applications, hardware configurations, network environment, current support policies, and methods of support delivery to provide technically accurate solutions to customers

Menomonee Falls, Wi

• Resolve store issues as they pertain to registers, computers and other tech support in a timely manner• Provides basic computer support and advanced diagnostic testing and troubleshooting• Understands and executes customer protocol for issue escalation • Identifies and documents problems for future resolution• Communicates effectively and diplomatically with customers across multiple mediums

Menomonee Falls

• Hosted in-person and web training sessions for dental office staff on benefits and plan information• Resolve member access to care issues by arranging letter of agreement with out of network providers. • Act as a liaison between providers and clients to resolve escalated claim and authorization issues • Assist manager and team with resolving escalated provider concerns • Updated provider data for our clients for newly contracted/credentialed providers or termed providers

Menomonee Fall, Wi

• Service dental, medical, therapy, and vision providers by answering benefits, authorizations, claims and eligibility questions according to company and contractual obligations.• Provide updates to providers with questions regarding the status of their credentialing application.• Utilize knowledge of claim adjustments to recommend adjustments and work with proper internal staff to make appropriate adjustments.• Utilize knowledge of claim resubmission processes to determine appropriate resolution to provider requests for claim resubmissions.• Work with Provider Call Center Team Lead to provide feedback on escalated benefits, eligibility or authorization concerns where a reasonable determination cannot be made quickly using the data available in the system.• Recognize provider questions that could be handled through the use of the provider web portal and provide education to these callers on the benefits of utilizing the technology available.• Contribute to team effort by accomplishing additional responsibilities as needed.

Waukesha, Wi

• Monitored the switch manager, reviewing activity and queue loads while tracking errors for proactive corrections.• Performed switch updates as needed, including activations, resumes, suspends and changes.• Filed and worked trouble tickets for customers having issue with service in specific areas.• Organize and maintain a cellular equipment inventory for use in troubleshooting.• Acts as a liaison with Customer Service, retail and engineering regarding developments and problems.

Waukesha, Wi

• Utilized effective negotiation skills which reduced escalated customer calls and saved customers threatening to cancel service.• Assessed customer needs and recommended products or services, using strong consultation skills and knowledge of the wireless industry.• Maintained positive relationships with customers to ensure their satisfaction with U.S. Cellular.• Responded to inbound customer calls in a professional manner, addressing customer issues, assuring that market quality standards are met.• Researched and resolved a wide variety of customer questions/issues.

Liberal Arts And Sciences, Is Systems

Took classes when I working towards a degree

Education record