1. Mr. Erik Vargas
Email: ErikVargas1970@gmail.com
Experiencedprofessionalwithdemonstrated experienceinleadership,customerservice,productqualityas wellas coachingand
mentoring ofdiverse work teams. Resultsorientedanddetailminded professionalwithaproven track recordinprovidingexcellent
serviceto both internalandexternalcustomersinhealthcaremanagement andcallcenterqualityassurance.Drivenby quality, results
andcustomersatisfactionandto not onlymeetbut exceed organizationalexpectations.
CoreCompetencies
 20+ years of progressivesales, retail, callcenter,qualityassurance andmanagerialexperience.
 Excellentanalyticalandproblem solvingskills
 Excellentinterpersonalandcommunicationskills
 Keenrelationshipmanagementabilities
 Proficientincomputerapplications:Microsoft,Excel,Word andOutlookas wellas numerousoperationalsoftware.
PROFESSIONALEXPERIENCE
TheHartford,LakeMary, FL
Sr. LTDClaimsAnalyst,2016 - Present
 Self motivation to investigate, recordandanalyze data, timelyand efficientlyin order to make benefitdeterminationsbasedon
policycontractandcompanyguidelines.
 Ability to meetproductivitytargets in a fast -pacedenvironmentandmaintainhighlevelofqualityand accuracy.
 Effective communication,bothwritten andverbal to Team Leads,ManagementStaff, Claimants,MedicalProvidersandpeers.
 Deliver outcomes,demonstrateprofessionalism andexecutionofdata collected thatserves shareholdersandclaimants.
 Buildstrong partnershipswithclaimantsaswellas medicalproviders throughoutdisabilityclaim process.
 Researchandrelayinformationrelevantto LongTerm DisabilityClaimsincludingpossiblefraudtoSpecialInvestigationUnit.
 Resolve refund/over/underpaymentsof pensionandSSA benefits andreport.
 Active communication withprovidersoffices,vendors, employersandother agenciestoobtaininformationrelatedtoclaims.
 Documentall claimsinteractionsandtransactions,detailsofinquiries,complaints,commentsaswellas actionstaken.
 Composelettersto medicalprovidersaswellas claimants,requestingdocumentationofinformationsupportingdisability.
 Maintainstructured,andaccurate caseload information forpeerfollow up in myabsence.
 Daily/weekly/monthlyCoaching,SIU,Medical CaseManagementparticipation toincreaseknowledgeandpersonalgrowth.
Healthfirst,LakeMary, FL
Sr. Quality Auditor,2010-2016
 Evaluate MemberServiceRepresentative phonecallsinaccordancewithdepartmentalqualitystandards.
 Review findingswithMemberServiceRepresentativesandprovide oneon one coachingandfeedbackasappropriate.
 CalibratewithSupervisor and Managementtomaintainqualitygoals withinthe department.
 Identify trends, conductrootcauseanalysis,and makerecommendationsforimprovementtoTeam Supervisorsand
Management.Provideweeklyupdatesto QI Supervisor of evaluationproductiontoensureon timecompletionofrequired
evaluations.
 Conductoneonone refreshertrainingto representatives on HIPAA and policyupdates.
 Proficientinaccountmanagingandcoldcallsoffirst callresolutions.Strategize with managementteam toimprovefirst
callresolutionsandimplementsolutionsthathave an optimalreturnontheir accounts
 Provide a one stop serviceto membersbyidentifying, researchingandresolvingescalatedissue.

2. Optimal PhoneInterpreters,LakeMary, FL
(Bilingual)PhoneInterpreter,2009-2010
 AccountManagement.Developmentofmemberprofiles,accountpositioningandstrategies.
 Assist memberswithSpanish/Englishtranslations.
 Navigated throughautomatedinformationsystemsto providea one stop serviceto membersbyidentifying, researching
andresolving escalatedissue.
 Researchbilingualservicesasappropriate.
 Locateinterpretersfor clientsof over 200languagesforinterpretationservicesand translationof legaldocumentsand
medical records.
 Assist with remotesignlanguagedocumentation.
 Documentationofalltranslationservices rendered.
FirstChoiceCleaning Service,Orlando,FL
OperationsManager,2000-2009
 Commercial contractmanagementservicesliaison withWestgateResort. NationalAccount.
 DailycommunicationwithWestgateresorts managementpersonnel anddispatchofemployeestomaintainproperties.
 Professionalresidential,commercialandmulti-family,roof cleaningandtreatments,aswellas highrise glass andscreen
enclosures.
 Exterior housewashing,concretebathing,pool decks,enclosures,drivewayand walkwaypowerscrubbing.
 Recruit,manage,direct,and mentorof employmentstaff, as wellas disciplinetrackingandprogressivecounseling.
 Conductorientationandproducttraining suchasequipmentmaintenanceandOsha safetycompliance guidelinetraining.
 Establishtravel lodgingandexpenseswhenworkingat otherresorts outsideof state of Florida.
 Draft proposalandbids oncommercialandresidentialprojectsforclients.
 Collectandmaintainlogsofbank drafts anddrops for companyowner.
Bellsouth Mobility(CurrentAT&T Wireless),Orlando,FL
AssistantManagerCustomer Operations,1996-2000
 Managedthedailyoperationsof 20+CustomerServiceReps includingperformanceandresourcemanagement.
 MonitoremployeeperformancemetricsandaccountabilityQAstandards linkedto corporatestrategyresultingin improved
servicedelivery and employeeperformance.
 Address escalatedcallsand resolutionsforboth customerandstaff.
 Produceandmonitorseveralmonthlyreports: salesreports, escalatedissues,QA.
 DevelopedandresearchedinformationforwirelesscustomersonBellsouthMobility'swebsite improvingcustomer
satisfactionrate by 94%on reducingchurn.
EDUCATION
FREC(FloridaRealEstate Commission)Certification 2012
Watson Schoolof RealEstate, Longwood,Florida
CriminalJustice 2001
FloridaMetropolitanUniversity,Orlando Florida
ManagementTraining 2000
Bellsouth,Lake MaryFlorida
Honors:Veteran EnforcersMotorcycleAssociation,Deltona,Fl
SergeantAtArms 2012- Present