Jeffrey Sanchez, Pmp Email & Phone Number

Boca Raton, Florida, United States

In my current role, I support, coach, and lead a team to deliver exceptional service to both affiliated physicians and members.Key Contributions:• Facilitate daily stand-up meetings via Teams with the call center team, disseminating updates from physicians and providing coaching opportunities, fostering alignment with the Patient Contact Center objectives and promoting continuous improvement. • Oversee resolution of escalated issues between physicians and members, acting as a… Show more In my current role, I support, coach, and lead a team to deliver exceptional service to both affiliated physicians and members.Key Contributions:• Facilitate daily stand-up meetings via Teams with the call center team, disseminating updates from physicians and providing coaching opportunities, fostering alignment with the Patient Contact Center objectives and promoting continuous improvement. • Oversee resolution of escalated issues between physicians and members, acting as a facilitator for effective communication and conflict resolution to ensure seamless collaboration and stakeholders satisfaction. • Provide technical assistance to affiliated physicians and members regarding portal related inquiries and issues, ensuring seamless user experience. • Conduct monthly reviews of team performance and adherence to ensure alignment with the company’s objectives and standards. • Conduct monitoring and active listening to team members calls to identify coaching opportunities for implementation. Show less

Boca Raton, Florida, United States

In 2020, I was promoted to oversee customer support operations and communicate stakeholder feedback to the call center team. I ensured team compliance with complex specialty pharmaceutical product patient assistance programs for Brystol Myers Squibb.Key Contributions:• Established and monitored KPI metrics on quality, stakeholder satisfaction, productivity, and adherence to HIPPA requirements. • Ensured adherence to program objectives and timelines by implementing effective… Show more In 2020, I was promoted to oversee customer support operations and communicate stakeholder feedback to the call center team. I ensured team compliance with complex specialty pharmaceutical product patient assistance programs for Brystol Myers Squibb.Key Contributions:• Established and monitored KPI metrics on quality, stakeholder satisfaction, productivity, and adherence to HIPPA requirements. • Ensured adherence to program objectives and timelines by implementing effective monitoring systems, coordinating team efforts, and proactively addressing any off-socpe work or challenges. • Addressed performance issues promptly, offered guidance, and recommended additional training as necessary. Show less

Boca Raton, Florida, United States

In this earlier role with Conduent, I supervised a team of 12 Care Counselors in delivering exemplary customer service to patients who were prescribed Bristol Myers Squibb medications. Key Contributions:• Supported other managers by allocating agents to different drug skills to ensure calls where being handled based on call volume. • Conducted follow-up calls with physician offices to provide drug related brochures, co-pay assistant cards, and free trial cards.

Boca Raton, Florida, United States

Assisted customers nationwide with their health insurance needs. Responded to customer inquiries, issues, and concerns about existing medical plans, and helped them choose the right plans for their needs.• Managed a portfolio of insurance clients, ensuring timely renewals and addressing customer concerns to maintain satisfaction and retention.• Generated referrals by delivering consistently stellar customer service and helping clients meet their needs. • Trained and mentored junior… Show more Assisted customers nationwide with their health insurance needs. Responded to customer inquiries, issues, and concerns about existing medical plans, and helped them choose the right plans for their needs.• Managed a portfolio of insurance clients, ensuring timely renewals and addressing customer concerns to maintain satisfaction and retention.• Generated referrals by delivering consistently stellar customer service and helping clients meet their needs. • Trained and mentored junior sales staff, improving their sales techniques and product knowledge to enhance team performance.• Utilized CRM tools to track customer interactions and manage the sales pipeline, ensuring no missed opportunites and consistent follow-ups.• Tracked and reported key performance indicators (KPIs) for sales targets, regularly. Show less

Mahwah, New Jersey, United States

I was trained and promoted into a Management Assistant position at Enterprise, charged with supervising and training a team of new Management Trainees. I oversaw customer service standards adherence, managed fleet inventory, prepared team monthly sales goals, and conducted weekly team meetings. Key Contributions:• Followed-up proactively on accounts receivables to maximize collections and optimize revenue and profits. • Ensured all vehicles provided to customers exceeded their… Show more I was trained and promoted into a Management Assistant position at Enterprise, charged with supervising and training a team of new Management Trainees. I oversaw customer service standards adherence, managed fleet inventory, prepared team monthly sales goals, and conducted weekly team meetings. Key Contributions:• Followed-up proactively on accounts receivables to maximize collections and optimize revenue and profits. • Ensured all vehicles provided to customers exceeded their expectations regarding cleanliness and mechanical working order. • Marketed Enterprise’s full service offerings to existing and new potential customers. Show less