Maria Moya

Experience

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  Teleperformance

  Feb 2012 - Dec 2015

  Technical Support Representative

  • Server Support Representative for BlackBerry Enterprise (Active Directory, Windows Server, Exchange, Windows Shell).• Customer Support for BlackBerry Consumer & ISP• Team Development/SME

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  Perfiles Tecnológicos

  Nov 2014 - Mar 2016

  Help Desk Technician

  • Provide technical support to MetLife insurance employees with their computer. • Assist the customer with Active Directory, Outlook, Excel, Windows, Network Drivers, Printers.• Track, document and retrieve information in call tracking database.• Ensured service delivered to customers met Key Performance Indicator (‘KPIs’)

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  Concentrix

  Jan 2016 - Sept 2016

  Healthcare Customer Service Specialist

  • Assist Aetna patients through inbound calls, emails regarding their insurance plans.• Provide clients with their benefits, claims and denials. • Resolve incoming requests for appeals and pre-authorizations.• Listen attentively to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customers.

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  Kareo, a Tebra company

  Sept 2016 - May 2020

  • Leading and developing a team of Premium support representatives based in Costa Rica and California through coaching and feedback.• Ensure high quality of service delivery for premium customers.• Subject matter expert on Kareo's software and the industry in general to provide support to the team.• Allocate resources to assist partners, account team and coordinate support for critical situations maintaining positive customer experience results.• Analyze data to reduce business threats for premium customers and partners through process design and control.• Provide training to enhance team skillset and improve resolution times and increase customer satisfaction.• Managed quality assurance program, including on-site evaluations, internal audits and customer surveys. Show less

  • Customer Success - Premium Support Supervisor

    Feb 2019 - May 2020

  • Customer Success - Support Supervisor

    Jul 2018 - Feb 2019

  • Customer Success - Support Specialist

    Sept 2016 - Jul 2018
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  Tebra

  May 2020 - Sept 2024

  • Manage and lead the Enrollments, and Data Services departments.• Utilize data analysis techniques to identify opportunities for process improvement and efficiency gains.• Communicate regularly with stakeholders to provide updates on departmental activities, share insights and recommendations, and solicit feedback to inform decision-making.• Monitor key performance indicators, analyze performance trends, and prepare regular reports and presentations to communicate findings and progress against goals. Show less • Manage and lead the Onboarding, Enrollments, and Data Services departments. Leading three departments with an organization of 80+ individuals that consists of supervisors and specialists, providing guidance, support, and performance feedback. Foster a positive and collaborative team environment that encourages innovation, continuous improvement, and achievement of team goals.• Collaborate with cross-functional teams, such as Sales, Customer Success, and Product, to ensure smooth handoffs and effective communication throughout the onboarding process. Act as a subject matter expert, providing guidance and expertise on customer onboarding-related matters to internal teams and stakeholders.• Develop and maintain metrics and key performance indicators (KPIs) to measure the effectiveness and efficiency of the onboarding process. Generate regular reports on customer onboarding progress, highlighting achievements, areas for improvement, and recommendations for optimization. • Analyze data and customer feedback to identify trends and patterns, making data-driven recommendations for process improvements. Continuously improve the onboarding process from start to end by identifying areas for enhancement and implementing best practices within the Data Services, Enrollments and Onboarding departments. Show less • Manage and lead the Onboarding department. Leading supervisors and specialists, providing guidance, support, and performance feedback. • Develop and implement training programs to enhance the skills and knowledge of the onboarding team members & an effective customer onboarding strategy that aligns with the company's goals and objectives.• Collaborate with cross-functional teams, such as Sales, Customer Success, and Product, to ensure smooth handoffs and effective communication throughout the onboarding process. Act as a subject matter expert, providing guidance and expertise on customer onboarding-related matters to internal teams and stakeholders.• Develop and maintain metrics and key performance indicators (KPIs) to measure the effectiveness and efficiency of the onboarding process. Generate regular reports on customer onboarding progress, highlighting achievements, areas for improvement, and recommendations for optimization. Show less • Leading and developing an Onboarding operation in Costa Rica through coaching, feedback and motivation. By overseeing hiring, training, and professional growth of employees.• Drive Performance and service delivery through high standards and KPI.• Manage critical escalations and concerns from clients.• Create, Develop and Execute Business Processes to ensure business success and continuity.• Leading projects and strategies for innovation and continuous improvement.• Work cross departmentally to assess and coordinate staff and activities with the business. Show less

  • Senior Manager of Enrollments & Data Services

    Jan 2024 - Sept 2024

  • Senior Manager of Customer Implementations

    Jul 2023 - Feb 2024

  • Manager of Customer Implementations

    Dec 2022 - Jul 2023

  • Implementations Supervisor

    May 2020 - Dec 2022
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  Health Prime

  Sept 2024 - now

  Senior Operations Manager of RCM