Alejandro Gallego

I’m an operations-focused team leader with experience in employee benefits eligibility processing, insurance brokerage, and different lines of business in high-volume environments. In my current role, I lead a team to meet QA, productivity, and SLA metrics, cutting the operational error rate from 35% to 15% by implementing structured workflows, SOPs, and training materials. I also designed onboarding programs that improved the learning curve and helped maintain near-zero critical errors after training while coaching the team through performance reviews.

I bring a strong track record of KPI management and process optimization, documenting workflows and improving operational consistency. I’ve supported service expansion within the account, contributing to 25+ new roles and revenue growth, and I previously verified benefits eligibility with high accuracy—resolving eligibility discrepancies to improve data accuracy and reduce processing errors. Earlier, I delivered multichannel customer support (calls & chat), resolving inquiries, complaints, and claims with a focus on first contact resolution. I combine data-driven decision-making and cross-functional collaboration with continuous improvement in onboarding, documentation, and workflow execution.