Jose Aguilar

Jose Aguilar - Resume Jose Aguilar Email:-Phone:- Professional Summary Motivated and results-driven professional with extensive experience in customer service, team leadership, and training within the healthcare insurance industry. Proven ability to coordinate teams, train new hires, and resolve complex issues to exceed performance goals. Recognized for adaptability, initiative, and the ability to foster strong team dynamics. Core Skills & Competencies - Team Building & Development - Staff Training & Coaching - Performance Management - Task Delegation & Scheduling - Conflict Resolution - Customer Relations & Retention - Health Insurance Knowledge (Medicare & Private) - Call Flow Optimization - Payroll & Administrative Oversight Professional Experience Teleperformance - Florida Blue Customer Service Representative Page 1 Jose Aguilar - Resume August 2019 - Present - Resolved complex customer inquiries related to health insurance, claims, payments, benefits, and provider assignments. - Processed refunds and exchanges with a focus on improving customer satisfaction. - Delivered expert-level support by anticipating member needs and ensuring high-quality service. Trainer - Florida Blue Health Insurance - Educated new agents on health insurance policies and procedures. - Instructed on soft skills and call control to improve customer interactions. - Ensured advocates provided accurate and compliant information to members. Trainer - UnitedHealthcare (Medicare Program) - Delivered comprehensive training on Medicare policies and benefits. - Focused on soft skills development and structured call flow practices. - Handled payroll responsibilities for a team of agents. - Supported employee development through coaching and individual feedback. Supervisor - UnitedHealthcare (Medicare Program) - Supervised daily operations of over 26 team members. - Monitored performance, provided feedback, and implemented disciplinary actions as needed. - Coordinated training, set work schedules, and managed payroll and administrative tasks. - Boosted team productivity by optimizing resources and providing real-time support. - Mentored staff to enhance performance and maintain service quality. Page 2