Mike Llerena Email & Phone Number

Miami, Fl, Us

Miami, Florida, United States

Successfully maintained an exceptional 90%+ customer satisfaction rate as a Technical Customer Care Representative, demonstrating a consistent record of excellence. Effectively addressed and resolved various customer inquiries and technical issues, ensuring a flawless user experience for home healthcare agencies (HHAs) utilizing the software, with a 100% resolution rate. Showcased deep expertise in the software, resulting in a notable 30% improvement in its utilization for HHAs through effective troubleshooting and guidance. Collaborated seamlessly with cross-functional teams, contributing to a substantial 40% reduction in the resolution time of complex technical challenges and significantly enhancing overall service efficiency.

Miami, Florida, United States

As a Maintenance Engineer, I successfully applied advanced troubleshooting skills to analyze 25 mechanical equipment and machines on the Microsoft platform weekly, resulting in an outstanding 20% reduction in overall equipment downtime. By implementing a streamlined ticket system, I elevated communication with 5-10 contractors and inspectors, leading to an impressive 50% increase in unit turnovers. Additionally, I instituted an efficient system for tracking maintenance requests, utilizing digital task lists and ticketing software across workstations, resulting in a substantial 65% increase in operational efficiency.

Miami, Florida, United States

In my role as a Member Services Team Lead, I successfully managed over 100 members' requests, optimizing team efficiency and reducing member hold time by 10% through meticulous organization and documentation of solutions. Pioneering a plan, I implemented automated daily updates during morning briefings, achieving a significant 20% reduction in workstation downtime. Additionally, I effectively led and managed a team of 12 agents, handling 60-80 inbound customer service calls daily on Medicaid software. To enhance productivity, I developed templates and outlines for documents on Microsoft platforms, stored centrally in the network data center, resulting in a notable 25% reduction in downtime when creating documents for members.

Miami, Florida, United States

In my capacity as a Help Desk Technician 1, I orchestrated the daily relocation of 5-10 workstations, demonstrating effective teamwork with a group of 3 technicians. Providing technical support to over 100 end users, I successfully resolved 70% of total issues related to computer systems, hardware, and/or software through adept troubleshooting. Achieving an outstanding 98% customer satisfaction rating, I handled 50 daily incoming calls promptly and professionally, with a response time of less than 45 seconds. Additionally, I executed Help Desk duties, assisting 150+ customers per month, logging calls, and maintaining an impressive average response time of 7 minutes.

Miami, Florida, United States

n my role as a Data Entry Analyst, I played a key role in processing, organizing, and analyzing medical data in Excel and Access, contributing to the successful completion of a comprehensive database. I entered 100 documents into the network data system at an average speed of 70 WPM, achieving a commendable accuracy rate of 98%. To enhance efficiency, I implemented an automated system, increasing data entry speed by 25% and accuracy by 15%, thereby streamlining the process of sending data to assigned representatives. Additionally, I efficiently processed incoming data for 100-200 page packets using Medicaid charting software, ensuring accurate distribution to representatives' accounts.