Michael R. Email & Phone Number

San Antonio, TX, US

Spearheaded the development and optimization of SATX's flagship call center to facilitate US market expansion. Oversaw every aspect of center establishment, from setup to full implementation of production and workforce management. Crafted comprehensive strategy roadmaps and drove their implementation initiatives. Served as the primary point of contact for.

Successfully led and spearheaded numerous optimization initiatives within the HR service delivery department at Accenture Federal Services. Developed and customized personnel migration solutions to tackle digital challenges stemming from physical office closures due to COVID-19. Ensured the smooth transition of impacted HR processes across all corporate.

As the Team Lead for the Social Media Service Delivery Center, I relocated from Texas to Colorado to develop the new project from its inception, which has since become our flagship site. Initially entering the project as a Business Support Senior Lead to handle Advertiser inquiries, I later transitioned to a Social Support Senior Lead role to manage User.

As the primary auditor for T2S compliance cases, I ensured all procedures and guidelines were met within every assigned and active case. I analyzed and resolved member inquiries with detailed resolutions and active follow-ups. From daily situations, I created training materials that were later turned into SOPs, which became the primary training materials.

Communicated with members for benefit enrollment, premium billing, benefit application, coverage processing, and reimbursement protocol, serving as the main POC for the Escalated Call List to handle complex calls for de-escalation and resolution. Acquired extensive knowledge of Medicare PART A, B, and D enrollment guidelines, and assisted patients with.