1. ADALBERTO LEBRON Fayetteville, North Carolina 28303
(910) 261-5128 [C]
Al.Lebron @AOL.com
CUSTOMER SERVICE PROFESSIONAL
SUMMARY OF QUALIFICATIONS
Goal oriented, resourceful administrative professional with over 15 years of experience in Medical
Administration, Public Relations and Customer Service/Interaction. Operates on a foundation of trust and
communication, treating people with respect and dignity. Bi-lingual, fluent in Spanish.
Provides vision and direction for the assigned role, driving execution with clear authority and accountability,
leads change management and champions new initiatives. Leads from the front and expects the highest standards
of personal and professional performance from all associates.
Outstanding problem solver and problem resolution agent. Innovative, competitive problem-solver with several
years of experience and formal training in inter-personal, proactive and conflict resolution. Able to provide the highest
standards of professionalism, technical aptitude, and customer relationship management.
Highly customer focused, understands, anticipated, and builds innovative solutions that meet customer
needs; has a competitive spirit, a passion for winning, taking a stand to strive for business successes.
Accountable professional who delivers consistent results, has a bias for action, and makes timely decisions.
AREAS OF EXPERTISE
EXCELLENCE IN SERVICE MANAGEMENT
Customer Service / Call Center
Customer Satisfaction
Morale Builder
Organizational Planning
Military/Medical Terminology
Exceptional Corporate
Communications
Tri-Care Benefits/ Education &
Enrollment
Warehouse-Shipping/Receiving
Team Leadership
Policy-Procedure Formulation / Design
Referral/Authorization Process
Customer Relationship Management
Health Benefit Administration
Retirement Administration
Claims/Billing Processing
Inventory Management/Control
Staff Management &
Development
Service Delivery Analysis
Conflict Resolution
Proficient in Microsoft
Applications
Records Management
TRAINING & CERTIFICATIONS & MEMBERSHIPS
General Equivalency Diploma, NYC, NY | Academics
Dale Carnegie High Impact Presentation, Virginia | Workshop/Public Speaking (2004)
PGBA Claims Billing/Processing- Humana-Military, Camp Lejeune, NC | (2003)
Customer/Patient Advocacy, Fort Bragg, NC | Complaint Resolution Workshop (2011)
HIPAA Certification Annual Training, Fort Bragg, NC | (2001-2014)
Code of Business Ethics Annual Training, Fort Bragg, NC | (2001-2014)
Fork Lift Certified (2001)
TECHNICAL SKILLS Microsoft Office Suite (Word, Excel, Access, Power Point, Outlook), Microsoft Dynamic CRM

2. ADALBERTO LEBRON Page 2 of 2
PROFESSIONAL EXPERIENCE
XEROX 2016-PRESENT
CARY,N.C.
CUSTOMER SERVICE SPECIALIST/HUMANA PROJECT
• Assisted members with explanation of benefits & inquiries as it pertained to their Medical Plan. Provided resolution and guidance
towards member’s request/inquiries for payments/claims/referrals & Authorizations;
• Provided assistance towards search and initiation of PCP assignment, to include Specialist, Facilities, Pharmacies and other
Medical Plan options.
• Directed member to appropriate resources/links and Point of Contacts regarding process involved when inquiry was not a part of
scope of current department.
• Explanation of different plan options associated with Medicare Advantage plans and Supplemental options.
AT&T 2016-2016
FAYETTEVILLE, N.C.
CUSTOMER SERVICE/ SALES REPRESENTATIVE
• Responded accordingly to customer/client inquiries as it pertained to billing, service upgrades, data usage & general
product information related to AT&T products and services.
• Utilized the corporate systems to effect customer service activity, processed orders and implemented any account
interactions and corrections assuring that all Data Collection and client information was current.
• Advised and educated customers on options and plans available based on their account to fully optimize benefits and
equipment at their disposal.
• Documentation of all customer account interactions and corrections assuring that all Data storage and client proprietary
information was updated accordingly and maintained properly..
COMBAT MEDICAL SYSTEMS
HARRISBURG, NC 2014 - 2016
CUSTOMER SERVICE REPRESENTATIVE-WAREHOUSE INVENTORY/MANAGEMENT
• Responded accordingly to telephone, e-mail & fax request from customer(s) seeking quotes, purchase orders &
general product information related to Tactical Medical equipment.
• Ensured “On Time Delivery” standard of 98% was maintained via constant interaction with supply chain.
• Utilized the corporate ERP & CRM systems to effect customer service activity, processed orders and implemented any
account interactions and corrections assuring that all Data Collection and client information was current.
• Maintained customer accounts for the purpose of implementing Customer policies and procedures, billing, price
quotation confirmation and tracking, initiating new accounts and contacts and assuring all proper financial adjustments
are adjudicated to accounts.
• Warehouse Stocking / Inventory Management Control; Assured that orders submitted/processed were shipped and
received within “On Time Delivery” process as set forth by Company guidelines, assuring continued Customer
satisfaction. Maintained in house stock and orders assuring products were available upon customer request.
HUMANA-MILITARY SERVICES / HEALTH NET FEDERAL SERVICES
FORT BRAGG , NC 2002-2014
BENEFIT/EDUCATION PROFESSIONAL
• Evaluated health delivery process/advised medical executives on improvements to optimize medical treatment facility
capabilities.
• Executed Daily Administrative Functions required, maintaining compliance between Government and Contractor.
• Documented patient encounters to enhance historical tracking.

3. • Served as the Liaison for the Medical Treatment Facility and the Contractor assuring compliance guidelines as set forth
and required by Government are applied accordingly and within access standards.
• Made significant contributions ensuring high quality/cost effective health care for over 65,000 Active Duty/Retired
Military personnel and families.
• Served as the intermediary to Military Medical Treatment Facility and Network Providers resulting in seamless
processing of claims/billing referrals, and authorizations.
• Served as the Alternate Patient Advocate/Representative for the Medical Treatment Facility addressing/ rectifying
any patient concerns/complaints increasing Customer Satisfaction rating from 81% to 93%.
• Processed 90% of ALL required daily data entry production within the Service Center assuring Government compliance
and significantly reducing appointment access issues for beneficiaries.
• Provided Briefing/Education Seminars to Active Duty/Retired Personnel increasing TRICARE Program enrollment by
78%.
• Streamlined departmental operations by reducing daily interaction with UPS to 3 days per week resulting in significant
financial savings for company.
• Executed maintenance of multifunctional devices &distribution of supplies/marketing materials.
• Extensive work with Wounded Warrior Program and CAO (Casualty Assistance Office) to assure seamless
transition for Members and Family during Traumatic transition.
References Available Upon Request