Nelson Miranda Email and Phone Number

Led day-to-day operations and process management for over 20 employees across 3 multifaceted teamsStreamlined processes and procedures, increasing productivity across all teamsAssigns and delegates daily assignments to direct reportsLed various projects initiated by senior management, including creating new departments, new processes for existing teams & helping design new technologyRegularly presented in-depth data reports to senior leadership, highlighting team accomplishments and performance metricsProvided coaching efforts to boost team morale and provide employees with growth opportunities within the companyCollaborated with internal and external stakeholders to implement and improve cross-function processes Administered performance reviews for all staff

Managed a team of 9 employees to restore CDPAP services for our patients within the first 30 days of service interruption. Provided support and coaching toward team success, ensuring all team members reached their daily, weekly & monthly performance metrics. Handled escalated calls by members and providers, requiring interventionStreamlined communication and decision-making by voicing team suggestions and providing data reports detailing team achievements to senior leadershipLed team training sessions to implement new processes and conducted comprehensive refresher courses on existing protocols and best practicesConducted weekly one-on-one meetings, engaging in personalized coaching, and fostering a team environment

Assisted in restoring CDPAP services for patients who encountered issues with their health plans.Managed a caseload of 50 existing patients & assisted with the restoration of their CDPAP services. Exceeded departmental metrics of 15 patient service restorations monthly.Communicate with patients, caregivers & health plans via phone calls, SMS & emails. Provide excellent customer service, utilizing a “One Call Resolution” approach.

Led a team of 3 employees in completing new hire training for leading health insurance within New York City. Coordinated a 4-week new hire training session for groups of 10–15 employees to prepare employees to be job-ready within 30 days.Contributed to the creation and maintenance of comprehensive training documents utilized within the Customer Service department. Lead specialized training to external departments in response to requests from department leadership.Delivered valuable feedback to leadership on the ongoing progression of training programs, aiding in continuous improvement and alignment with departmental standards.

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