Sergio Goncalves Email & Phone Number

Hartford, Connecticut, United States

• Utilize trained and researched knowledge of the Affordable Care Act (ACA) to resolve issues of a sensitive nature efficiently and accurately
• Resolve service problems through clarification of the customer’s complaint, determination of the cause of the problem, selection of the best solution to the problem, explanation to the customer of how the problem will.
• Log all customer calls according to established procedures and notate all action taken in the Customer Relationship Management (CRM) system
• Act as a Subject Matter Expert (SME) on customer issues resolution
• Coordinate with other team members and/or departments to resolve issues promptly

Bristol, Connecticut, United States

* Reviewed 1095A tax forms for accuracy.* Conducted interviews with consumers. * Communicated in writing with insurance carriers. * Managed multiple priorities to resolve issues with 1095A forms in a timely manner. * Researched and resolved consumer complaints about 1095A forms, all while utilizing a variety of computer applications. * Documented consumer.

Bristol, Connecticut, United States

* Made outbound telephone calls to Access Health CT customers * Utilized customer service and interpersonal communication skills to evaluate and solve problems frontline customer service representatives were unable to resolve. Gathered and analyzed confidential information to determine the appropriate resolution to escalated issues. * Reviewed consumer.

Bristol, Connecticut, United States

* Reviewed 1095A tax forms for accuracy, so that Access Health Connecticut customers could have the financial information needed to correctly reconcile Advance Premium Tax Credits. * Worked with insurance carriers and Access Health Connecticut's Customer Relations Department to resolve issues with 1095A forms. * Researched consumer complaints about 1095A.

Bristol, Connecticut, United States

* Made outbound telephone calls to customers, handling issues that frontline customer service representatives were unable to resolve themselves, such as technical issues preventing completion of an application or insurance carriers not having a customer's most up-to-date enrollment information on file. * Acted as a "filter" for Access Health Connecticut.

Bristol, Connecticut, United States

* Answered inbound telephone calls, providing efficient and effective service in response to a variety of customer inquiries, including requests to enroll in health insurance coverage, renew coverage, cancel coverage, and reset online account passwords. * Enrolled customers in Medicaid, as well as in private insurance plans offered through Access Health.

Waterbury, Connecticut, United States

* I was promoted to General Merchandise Clerk after 18 months on the job, in recognition of my dedication and trustworthiness. * Helped manage day-to-day operations of the General Merchandise department. * Assisted customers in locating products, stocked shelves, and, when necessary, ordered additional products.* Continued serving as a cashier and a stock.

Waterbury, Connecticut, United States

* Met and exceeded customer expectations through friendly, helpful service. * Educated customers about special discounts, ensured smooth transactions, and resolved customer issues with guidance. * Coached six newly-hired cashiers on proper procedures. * Assisted coworkers in communication with Spanish-speaking customers. * Inspected shelves throughout the.

Waltham, Massachusetts, United States

* Studied modern United States, Latin American, and Spanish history. Served as a teaching assistant for courses in Asian history. * Helped professors manage four undergraduate courses. * Advised customers (i.e. undergraduate students) on consulting appropriate sources and on crafting compelling thesis statements. * Graded essays and exams, providing.

Waterbury, Connecticut, United States

* Updated signs and tags throughout the store using computer system.* I was promoted to File Clerk after six months on the job, in recognition of my thoroughness and strong attention to detail. After my promotion, I continued to serve as a cashier on an as-needed basis.

Waterbury, Connecticut, United States

* Met and exceeded customer expectations through friendly, helpful service. * Educated customers about special discounts, ensured smooth transactions, and resolved customer issues with guidance.

Storrs, Connecticut, United States

* Authored columns on US politics and on the history of American animated cartoons. * Edited these articles so as to clearly and cogently make the necessary points within a strict 750-word limit.

Storrs, Connecticut, United States

* Maintained files containing financial aid records. * I was promoted from an information management position to a customer-facing role after one year as a student employee, in recognition of my dedication and enthusiasm. * Assisted customers (i.e. newly-hired student workers) in completing pre-employment paperwork. * Developed to become the Office's go-to.

Master Of Arts (M.A.), History, 3.709

Bachelor Of Arts (B.A.), Spanish Language And Literature, 3.916

Coursework, Spanish Language And Literature

Took courses from this institution when I studied abroad in Salamanca, Spain.