This document provides a summary of Manuel E. Cabezas's work experience and qualifications. It summarizes his background supporting key operational processes and initiatives to drive organizational excellence through over 15 years of experience in roles related to quality assurance, performance management, training, and workforce analytics. His core areas of expertise include quality assurance, problem resolution, productivity management, and customer service. Recent professional experience includes roles as a Workforce Analyst and Quality Review Technician at Xerox, supporting call center activities and monitoring agents' work.

1. MANUEL E. CABEZAS
919-648-4008 | 8bd83ea6@opayq.com
WORKFORCE ANALYST
Self-motivated and solutions-focused professional, with an exceptional background supporting key
operational processes and initiatives to drive organizational excellence. Leverages expertise with call
center operations, quality assurance, performance management, training, coaching and development, to
deliver results aligned with organizational goals and objectives. Woks well independently or within
collaborative environments, and builds and maintains effective relationships across organization.
Core competencies/areas of expertise include:
 Quality Assurance  Problem Resolution  Productivity Management
 Workforce Management  Data Entry  Flexibility/Adaptability
 Process Management  Medical Terminology  Policies and Procedures
 Coaching/Training  HIPAA Compliance  Customer Service
PR O F E S S I O N A L EX P E R I E N C E
XEROX 2007-2015
Workforce Analyst | Henderson, NC | 2015
Supported day-to-day call center activities and accountable for monitoring phone queues and agents’
work productivity to ensure customer’s expectations and service level requirements were met.
 Collected and analyzed individual agent work logs and generated reports and other
communication for management on productivity, and trends.
 Partnered with Supervisors and Managers to help establish schedules to meet productivity and
service goals.
Quality Review Technician | Henderson, NC | 2013-2015
Worked in a fast paced environment and performed various quality management initiatives including
reviewing and analyzing Precert Agents’ documentation regarding Medicare members’ medical records.
 Ensured accuracy, completeness and clarity of information and provided feedback on corrections
or changes needed to improve documentation.
 Demonstrated a high degree of flexibility to meet increased work volume and worked over 200
overtime hours to help manage work volume.
Quality Analyst | Cary, NC | 2011-2013
Monitored agents’ recorded phone calls to ensure compliance with established service standards and
identified trends, issues and training needs.
 Provided feedback to agents, highlighting and reinforcing positive behaviors and recommending
areas of opportunity for improvement.
 Facilitated one-on-one and classroom training as needed for the Precert department.
 Supported quality initiatives at a new work facility and instrumental in driving agents’ quality
scores, superseding those of tenured/experienced agents.
Pharmacy Precertification Agent | Henderson, NC | 2007-2011
Responded to a high volume of calls and inquiries regarding members precertification and plan coverage.

2. MANUEL E. CABEZAS
919-648-4008 | drwhono1@gmail.com
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 Pulled faxes and answered members’ inquiries regarding plan coverage, medicine and precert
requests.
 Processed pharmacy precert requests in a timely manner.
 Averaged 98% in Authorization Approval, Denial and Call Quality.
BARRY BETTER MENSWEAR | Durham, NC 2005-2006
Assistant Manager
Assisted with the day-to-day store operations to meet established sales, merchandising and operational
objectives.
 Leveraged strong sales skills to sell/upsell merchandise and generated over $15K in store sales.
Received recognition for outstanding sales performance.
 Managed employees’ sales performance and ensured high service delivery standards to maintain
customer satisfaction.
 Ordered, verified, reviewed and counted inventory and prepared and shipped packages.
 Generated daily, weekly and monthly sales reports.
 Completed daily bank deposits.
UNITED PHARMACY SERVICES | Durham, NC 2004-2005
Pharmacy Technician
Performed a wide range of activities within the pharmacy department while demonstrating exceptional
customer service.
 Pulled prescriptions to prepare for packaging and utilized a MTS heat seal machine for packaging.
 Counted and packaged tablets and capsules in 31 and 62 day supply cards.
 Prepared medications for delivery to long-term care facilities.
 Documented and replenished medicines utilized in emergency and IV medical kits.
ED U C A T I O N & TE C H N I C A L SK I L L S
Piedmont Community College, Roxboro, NC
Microsoft Office (Word, Excel, Power Point)