Leonardo Marquez Email & Phone Number

New York, Ny, Us

Brooklyn, New York, United States

Brooklyn, Ny

Brooklyn, Ny

• Provide direct supervision to enrollment /eligibility/entitlement team for LTC members in the NY MLTC and MCO plans• Serve as subject matter expert with respect to Medicaid eligibility/entitlement• Oversee administrative functions, including the transition of short term care services (CHHA) in to a qualifying Managed Long Term Care (MLTC) policy and to facilitate a timely, safe and appropriate transfer of prospective member into MLTC.• Interact closely with representatives of LDSS/Maximus/Referral source concerning problematic issues to facilitate their successful resolution.• Participate in periodic training on-site and in community to facilitate understanding of critical issues relating to entitlements/benefits & long term care practice• Assure appropriate tracking and trending of member enrollment/eligibility/entitlement activities and produce operational and/or compliance reports as required• Review enrollment assessments and care plans completed by the Enrollment team to ensure completeness, accuracy and quality along with back-up and support to the Director of Enrollment in overseeing enrollment operations.• Build and maintain strong business relationships with various MLTC Insurance Companies by actively providing and engaging in new referrals

Salisbury, Maryland, United States

Manchester, New Hampshire, United States

New York City Metropolitan Area

Let me help you find your Unique Home!!! Lic Real Estate Agent/Realtor- Century21 Unique Realty servicing Queens, Brooklyn, Bronx, Nassau & Suffolk County!!

Glenside, Pennsylvania, United States

East Orange, New Jersey, United States

Rego Park, Ny

* Act as a liaison between Members/Providers and the Fidelis Care to assist in solving problems, enabling use of products, services and providing information.* Answer product and/or service questions; suggest features and benefits about Fidelis’ products and services in order to provide current and potential customers with accurate, timely and thorough information.* Listen patiently to customer complaints, probe and research information being provided and attempt to resolve difficult situations in order to ensure customer satisfaction.* Clarify the member's complaint or reason for the problem (if any); determine the cause of the problem; select and explain the best solution to solve the problem using FACETS, eMED (ePACES), Caremark and the Fidelis web portal (Members/Providers) to best assist the member* Research misapplied payments, mail requests, billing adjustments, coverage status and other issues brought up during service calls in order to resolve escalated issues efficiently and accurately.* Assist my Supervisor with any escalated issues that require additional and thorough follow up while keeping the member actively engaged and informed of what’s going on.

Bronx, Ny

* Team Lead* Coach, counsel, motivate and mentor the phone reps through direct monitoring.* Assist my supervisor by providing valuable, accurate and helpful feedback about representative behaviors and provide training if necessary* Handled escalated calls from Customer Service as well as Corporate Escalations.* Assign work orders and tickets while determining the resolution of all customer issues regarding service outages and equipment failure as well as provided timely and accurate information to customers who have had recurring issues* Answering inbound disconnect or downgrade calls and attempt to save on every call while uncovering and tracking reasons for disconnects

Bronx, Ny

Lead Call Center Customer Service Representative. Specializing in billing and video troubleshooting; I have won various awards including XSP (Xtreme Service Provider) Bronze and Silver Awards for Exceptional Customer Service.· Inbound Call Center Representative providing Technical assistance for Phone, Internet and Television services to Residential and Business subscribers.· Assign tickets and assist in determining the resolution of all customer situations and resolved Issues regarding service outages and equipment failure as well as provide timely and accurate information to customers who have had recurring issues.· Obtained Knowledge of all the interfaces of the billing system (IDA, Remedy, ITT, IBA) while navigating the KDB (Knowledge Database) · Provided assistance and expertise to customers/technicians and received work orders for service, repairs and or changes in services

Bronx, Ny

Customer Service Temp

Astoria, Ny

· Lead a team of 20 representatives in a small call center environment. · Provide valuable, accurate and helpful feedback about representative behaviors through direct monitoring and assist with customer escalations as well as corporate escalations· Serve as a liaison between the business and customers through telephone and e-mail contact while providing exceptional customer service with a warm, friendly and welcoming attitude.· Respond to client inquiries regarding our products and services via phone and e-mail. · Handled customer escalations with a pleasant and professional attitude ensuring customer satisfaction.· Interact directly with clients considering cancelling their orders to resolve problems and retain business, requiring superior client servicing techniques, patience, and problem resolution skills.

120 E 23Rd Street, New York, Ny

Inbound Call Center Sales expert specializing in Business Class Phone, Internet, Managed Security, Mobile and Video Solutions that taylor specifically to small and medium sized business.

Flushing, Ny

· Handled escalated calls from Customer Service as well as Corporate Escalations.· Assign work orders and tickets while determining the resolution of all customer issues regarding service outages and equipment failure as well as provided timely and accurate information to customers who have had recurring issues.· Manage provisioning of digital phone orders and close work orders timely & accurately in accordance with approved department procedures.· Interact with the CLEC partner to ensure order validation is processed in a timely fashion. · Provided information and performed a variety of duties within the Customer Service Department consistent with departmental and company policies and procedures.· Obtained Knowledge of all the interfaces of the billing system (ACP) - Flow Through Provisioning (OMSE) and, CMIT· Provided assistance and expertise to customers/technicians and received orders for installation, disconnection, service/repair or change in service· Respond to customer inquiries & provide support for cable, high speed and digital phone services while looking for opportunities to up sell.

Sales Manager leading a sales team of 10 by developing strategies and incentives to drive sales and increase revenue. Incharge of Payroll and Inventory while maintaing a professional sales environment and developing customer relations

Bachelor Of Science - Bs, Business Administration And Management, General, 3.88

Associate'S Degree, Computer And Information Sciences And Support Services

High School Diploma, Business