Raul Zamora Email & Phone Number

Sacramento, Ca, Us

Sacramento, California

• Led mixed-methods customer and partner research for marketplace (B2C), employer-sponsored plans, and government health plans• Built and launched Health Net’s first Voice of the Customer (VoC) program• Implemented a closed-loop feedback process• Developed and distributed a CX Insights Newsletter, providing executive leaders with actionable customer insights, industry trends, and market intelligence to drive strategic decisions • Utilized customer journey mapping to enhance the onboarding experience by improving messaging and education• Led thought-leadership series on customer centricity, advanced analytics, and large language models (LLMs).

San Francisco Bay Area

• Led Delta Dental’s first VoC program. Closed-loop feedback process led to increases in retention.• Partnered cross-functionally on the testing and development of customer-impacting process improvements, new sales funnels, A/B testing, concept testing, and UX testing. • Managed projects and end-to-end research operations that included mail surveys, SMS, intercepts, and email channels. • Conducted mixed-methods survey analysis, authored detailed reports, and presented actionable insights to executive leadership. • Co-led enterprise-wide BI and analytics knowledge sessions covering topics including statistical analysis, dashboard development, Python and R coding.

Sacramento, California Area

• Shaped enterprise-wide Provider Experience (PX) strategy through the company’s first dentist relationship study, establishing baselines for NPS, CSAT, trust, brand perception, and digital experiences.• Partnered with provider services teams on the implementation of process improvements and the development of performance monitoring dashboards.• Optimized legacy mail survey operations by implementing contact address validation and streamlining the intake and processing of paper surveys.

Sacramento, California Area

• Implemented a solution that prevents the processing of duplicate claims resulting in recurring cost savings• Proposed and implemented a solution for processing claims with invalid subscriber IDs resulting in recurring savings in postage costs• Improved department processing accuracy YOY, 2015 & 2016 respectively • Performed ad-hoc and ongoing data analysis of claims data• Created a dashboard for staff and department KPI’s• Managed ongoing workload analysis reports, presented to VP of Operations• Demonstrated flexibility and proven leadership in ad-hoc operations projects• Effectively manage departmental HIPAA security audits• Creative staff training, mentoring and coaching • Contributed to a 53% reduction in employee absenteeism • Held a DoD ADP II federal clearance

Sacramento, California Area

• Assisted and served as backup support for the Workforce Management Analyst• Managed employee and management schedules in an availability-driven environment • Developed a concise and consistent method for tracking employee attendance and punctuality • Monitored and analyzed Customer Service Agent phone performance and schedule adherence• Manage department-wide incentive programs• Resolved escalated customer service issues• Notable contributions to department workflow solutions, including policy and procedure amendments for increased accountability

Bachelor Of Arts (B.A.), Sociology

Activities and Societies: • Alpha Kappa Delta Honor Society • Sociology Club • Minor in Political Science

Business Analyst Certificate, Business Administration And Management, General