Francisco Mosqueda Rodriguez Email and Phone Number

Advocating for the user during the product development stage, as well as owning the troubleshooting pipeline for ad products. This includes: launch support, training and managing a group of vendors, and delivering insights based on advertiser feedback.

Led a team of individual Support Engineers and Analyst with a focus on training, development, and playing a key role in both days to day conversations and escalations: own process improvement and overall management of team objectives.- Own OKRs and other projects to optimize team efficiency and capacity- Create and maintain the team's monthly queue coverage and project schedule time- Lead and coordinate team monthly support meetings (e.g., Retros, Demos, and Team-building activities)- Participate in the interview hiring process- Own coaching and professional development for all direct reports- Author technical documentation such as FAQs, best practice guides, knowledge-base articles, and how-to’s for Mode customers

● Help customers solve analytical problems, build custom reports and visualizations, and troubleshoot SQL● Author technical documentation such as FAQs, best practice guides, knowledge-base articles, how-to’s for Mode customers and proactively improve our support process● Work cross-functionally with Product, Engineering, and other teams to ensure resolution of customer issues and represent our customers in discussions about product● Independently jump on ad-hoc calls with customers to troubleshoot issues live

● Serve as subject matter expert for all tasks and duties of Member Support Specialist position (MSS). Support MS Manager in management and optimization tasks. ● Act in role of Manager when Manager is out of office and run team meetings. ● First-point-of-contact to resolve escalated issues and calls from MSS - serve as ‘line-level supervisor’ on duty during regular call hours.● Mentor and provide guidance to MSS on daily basis. Collaborate closely with Plan Operations and cross-functionally across all SmithRx business units to ensure maximum accuracy, efficiency, and development of MS team. ● Assist with implementation of new clients onto the SmithRx platform— ensure that allMSS have the information they need and are prepared for the go-live of new groups. ● Resolve issues relating to eligibility and claims at the highest level.

●Engaged in member support services by problem-solving, and troubleshooting technical assist issues as a super-user of company Customer Relationship Management software (CRM) ●Educated members about their Pharmacy Benefits Management (PBM) benefits design and encouraged them to use the member portal●Processed and payed pharmaceutical claims by using software to adjudicate prescriptions based on the patient and account-holder eligibility●Interfaced with pharmacists, providers and internal clinicians to escalate and acquire medical justification for pharmaceutical therapies ●Advocated to colleagues and executives on behalf of members in order to improve overall patient satisfaction

● Supported 2 classroom teachers in implementing a developmentally appropriate curriculum for a group of 24 preschoolers. Identified early warning signs of emotional and developmental problems in children.● Cooperated with parents to support students' learning and healthy development in school and at home.● Addressed behavioral and learning issues with teachers. Promoted good behavior by using the positive reinforcement method. Promoted language development skills through reading and storytelling.● Assisted the lead teacher with snack time, arts and crafts and putting the children down for naps. Administered medication and minor first aid to sick and injured students.

● Assisted the study coordinator in developing and implementing the start of the PTSD Oxytocin Project (POP). Assisted in examining the therapeutic effectiveness of oxytocin administration in people with a duel diagnosis of post-traumatic stress disorder (PTSD) and alcohol use disorder (AUD).● Assisted in running research participant database preparation and analysis of study results, and maintenance of the study protocols, data entry, and recruitment. Implemented a more streamline system for data entry through the use of python and helped create the current POP protocol. ●Researched and updated all required materials needed for research papers and presentations; and handle legal documents.