Jose Deleon Email and Phone Number

IT support for all systems related to Mosquito Joe's operations for the ShoreLine East franchise.

Stay at Home Dad to help support my newborn son.

• Responsible for generating long term and short term forecasts to predict future call volumes, to staff appropriately, and to ensure company productivity • Develops reports and analyzes data on call center statistics to understand historical agent performance and to optimize employee productivity• Routinely provides real time data to floor managers and the CEO to ensure quality and productivity• Leads meetings regarding staffing, productivity, and future call center goals• Trains new hire classes on HR functions, call center goals, and improving efficiency • Manages employee information changes and scheduling• Assists in generating company payroll

• Develops spreadsheets and runs regular reporting to identify call trends used to forecast future call volumes and ensure appropriate staff levels • Responsible for meeting with EOHHS staff and Maximus leadership to review call center productivity and changes in MassHealth regulations • Responsible for gathering, researching, and analyzing data to recommend changes in staff levels and to track employee productivity• In charge of real time queue management, developing over 400 employee schedules, and analyzing the PTO impact on service levels• Coordinates with the California and Virginia branches to ensure call center goals are achieved • Trains new hire classes in HR functions, HIPPA guidelines, and MassHealth insurance plans• Assists with company payroll production

• Acted in a leadership role by assisting other CSRs on calls to ensure compliance with MassHealth regulations• Performed in depth research on diverse client health plans• Identified and resolved provider and member inquiries in a timely and professional manner• Communicated in a clear and concise manner with clients, peers, and leadership• Routinely took over 500 member and provider calls per week with quality scores of over 95% • Trained in Managed Care plans, Health Safety Net, transportation, billing, monthly premiums, eligibility, phone applications, special programs, PHI/HIPPA, Provider Services• Skilled in various systems such as, MassServe, MMIS, MA21, HIX, and MAP