Luis A. Email and Phone Number

- Managing large sets of data in order to find out fraud trends.- Creating visual dashboards to help understand providers and members behaviour.

- Support, mentor & provide constructive educational feedback to Claims Officers on areas for improvement and clarification of claims protocols.- Mentor Claims Officers to achieve acceptable adjudication, cost containment & fraud identification standards.- Support Team Leader with development and training of new staff which will assist in the achievement of the team`s target.- Release claims for Claims Officers with a lower release limit within Clear to Zero service levels.- Consistently achieve agreed productivity and quality targets to support departmental goals.- Identify training gaps and make recommendations to the Training team.- Support the Training team as operationally required.- Deputising for Team Leader when out of the office, as required.- Identify cost containment regional opportunities and report opportunities to the QAS team Leader and Claims Management team.- Develop and maintain relationships with internal stakeholders to promote effective communication.- Other Ad hoc duties as operationally required.

- Adjudicate and process Claims within the agreed company SLA - clear to zero, in accordance with policy benefits to facilitate the company achieving its loss ratio target.- Use AWC’s client database, Gulliver, accurately and effectively to ensure reports generated give a true reflection of the department’s workload, which consequently facilitates effective target planning- Operate within and meet the conditions of company service standards, clear to zero, to guarantee customer satisfaction and retention.- Contribute to the team and departmental productivity targets so that the agreed SLA is achieved and a high level of customer service is provided.- In line with the company’s policy on cost containment identify duplicate payments, possible non-disclosure and fraudulent claims.- Respond to customer enquiries accurately and professionally and if necessary, liaise with other departments for support to ensure an efficient and professional response is given thereby achieving customer satisfaction.

At the Customer Service Department, I am charged with the development and strengthening of business and customer relations, whether for the Spanish market or International market. Among my tasks:• Invoicing Assistant• Customer and Business Service• Communications among departments• Web Support Specialist

La Biblioteca del Traductor is a project born in Granada at the Faculty of Translation and Interpreting. It currently offers a great amount of Professional Translation Services. However, at the beginning was created as a meeting point for Translation and Interpreting students, now the web site has several resources to help students in information and terminology research.

At the English Department carrying out the following tasks:• Telephone Interpreter: English-Spanish• Customer Service• Invoicing Assistant• Helpdesk• Claims handling• Communications among Departments

• Accounting assistant• Agenda• Stock control• Tourist package seller• Customer service• Exchange money

• On-site interpreting• Sight translation• International calls• International customer service• Students registrations• Updating database records• Payments