Juan Jose Hernandez Lira Remote Customer Service Representative

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T

Trainer - Medicare PDP

Apr 2022 - Jul 2022 (4 months)

• Trained remote agents and supervisors in customer service and healthcare processes, leveraging expertise in Medicare Prescription Drug Plans and Ambetter Health accounts. • Developed materials that improved onboarding efficiency and knowledge retention, demonstrating strong adaptability by stepping in during staffing shortages to manage clinical workflows and data entry within eClinicalWorks. • Maintained high operational standards by balancing leadership duties with direct technical support, ensuring seamless operations and high-tier customer contact.
S

Supervisor - Medicare PDP

Mar 2022 - Apr 2022 (2 months)

• Monitored KPIs (AHT, CSAT, resolution rates) and improved team performance. • Coached agents to meet SLAs and quality standards. • Utilized eClinicalWorks expertise to manage escalated patient calls, providing confidence and resolving complex issues related to billing, prescriptions, and general inquiries, thereby demonstrating strong supervisory and problem-solving capabilities.
C

Customer Service Representative

Jan 2020 - Jan 2022 (2 years 1 month)

• Handled high-volume calls for healthcare and telecom customers, resolving billing, coverage, and technical issues with accuracy and compliance. • Leveraged sales skills to proactively offer and explain additional services, such as internet, TV premium channels, and home security, to customers, thereby increasing revenue and customer satisfaction.
Administrative Assistant

Universidad Veracruzana

Jan 2011 - Jan 2019 (8 years 1 month)

• Managed records, scheduling, and communications in a fast-paced environment • Provided front-line support to students and staff

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Juan Jose Hernandez Lira

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