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Marcos Pichardo

@marcospichardo

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Customer Service and Quality Specialist.

Puerto Rico

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I have been working in customer service for over 10 years. I've worked with big name companies such as Xerox, Humana, Hilton, Walgreens, Macy's, Waste Management, among others. Experienced in medical/dental/vision plans as well as Medicare plans, claims, prescriptions. Also experienced in 401k and pension benefits. I have facilitated many trainings on different matters and specialized in Quality Assurance for 3 years.

Experience

Work history, roles, and key accomplishments

Customer Care Specialist

Xerox (now Conduent)

CCS for Humana Medical Plan, trained for Billing & Enrollment, Medical Benefits, Medical Claims and IPA specialty. Would go over medical claim questions and doubts with customers.

Billing Medical Claims Customer Service MS Office Medicare Advantage

Customer Care Team Specialist at Alight Solutions

Alight Solutions

I was assigned to evaluate Customer Care interactions (calls, web-chat, cases, etc.) and providing appropriate feedback to representatives in order to help them achieve their goals within the company. I oversaw multiple training, coaching and call calibration sessions and assisted with setting up quality parameters. I would also monitor and help representatives meet their required metrics.

Quality Assurance Training Coaching 401K Healthcare