Carlos Galban

Customer Support Representative

Clipboard Health

Sep 2024 - Current (9 months)

- Responsible for meeting staffing needs for various healthcare facilities, ensuring optimal coverage and support. - Coordinated and assisted in resolving scheduling challenges and double bookings, enhancing operational efficiency. - Provided billing and essential role information to healthcare facilities, contributing to seamless service delivery. - Utilized skills in office automation (ofimática), analytical thinking (pensamiento analítico), problem-solving (resolución de problemas), and project tracking (seguimiento de proyectos) to enhance customer service quality within the healthcare industry, ensuring that client needs were met effectively and efficiently. - Additionally, I developed skills in cold outreach, CRM tools, LinkedIn Sa

P2P Consultant & SSA Analyst

Binance

Oct 2022 - Sep 2024 (2 years)

New Hire Trainer

Airbnb Training Force

Nov 2019 - Nov 2023 (4 years 1 month)

● In charge of facilitating information and training new hires to adapt to the BPO industry. ● Understanding the BPO line of business and disseminating the essential concepts about Airbnb and customer service to new hires in my training class. ● Applying disruptive educational methodologies to ensure top performance from new hired trainees. ● Designing lessons, guidebooks, and agendas for new content meant to be imparted to regular employees. ● Analyzing KPIs and production metrics from trainees, ensuring understanding and capability to perform duties. Additionally, I utilized account management skills to provide proper assistance to both potential clients and internal staff, enhancing the overall training experience and fostering a

Claims and Benefits Analyst

Cigna

Sep 2018 - May 2019 (9 months)

In charge of guiding members through their healthcare plans within one of the largest health insurance companies in the U.S. ● Following Standard Operating Procedures (SOPs) to quote member benefits and support and correct policy needs for different medical procedures. ● Reviewing claims for clerical errors and sending back to claim adjusters for reprocessing when an error is identified according to SOPs and state laws. ● Performing claim audits to ensure members are being billed appropriately by the providers and that the correct amount of money is being allocated to the member's deductibles and out of pocket expenses.

Co-Founder & CEO

Coincenter C.A.

Dec 2015 - Apr 2018 (2 years 5 months)

Spearheaded change management and strategic turnaround for the company during significant restructuring. ● Grew the company's employee database from 16 to 77, which directly resulted in an increase of revenue by 106%. ● Designed action plans for staff & employees to ensure profitability and growth on a yearly basis. ● Educated, trained, and reinforced company standards to staff & employees through knowledge checks and KPIs. ● Optimized Quality Assurance processes for partner customer service companies through remote outsourcing, leveraging my extensive experience in customer support gained from managing and founding the company, which is directly and inherently related to the responsibilities of this role. Additionally, utilized off

Carlos Galban

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Carlos's behavioral traits
Carlos's likely patterns of behavior, thought, values, and emotion. Based on the HEXACO model, OCP instrument, and Torre’s own research.