Abel Mendoza

Experience

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  GTESS Corporation

  Jun 2009 - Jul 2012

  Service Delivery Team Leader - Exception Processing

  Responsible for 80+ employees in a data entry environment. Performed administrative duties as needed. Managed workflow and quality assurance queues. Trained new hires and assisted data entry and quality assurance.• Monitored workflow and resources to finish priority work first. • Track production and quality.• Motivated employees to stay overtime to meet client expectations. • Assisted Operations Manager with formal and informal write ups for discipline or quality issues. • Trained and coach Quality Assurance and Data Entry Operators.• Take calls from clients and relay information to management. • Oversee Quality Assurance and Data Entry Operators.• Key Achievement: Promoted from Quality Assurance to Service Deliver Team Leader. Show less

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  Capgemini

  May 2013 - Dec 2018

  Senior Associate - Medicare Part D Operations

  Determine Medicare Part D Eligibility for beneficiaries under contract for a fortune 500 Company (CVS Health.) Trained, supervised, and assisted staff in processing applications and provided great customer service to hundreds of customers. • Process applications, make out bound calls, and update databases in order to determine Medicare Part D Eligibility for beneficiaries.• Subject matter expert in Reconciliation Process. Assist to questions colleagues from other teams may have in regards to special scenarios. • Responsible for Quality Assurance and provide constant feedback to staff. • Active participant in making work instructions easier to understand and follow and in finding ways to improve the process. • Train new hires as needed.• Responsible for processing, and researching beneficiaries accounts to match government databases. • Make changes to member accounts per client special requests. Follow upon accounts to make sure transactions are accepted or denied by CMS. Set up beneficiaries for Electronic Funds Transfers (EFT)• Accomplishments: The mayor achievement at Capgemini, I received a personal appreciation from the client (CVS). This was the reason I received the Sapphire Award for March of 2018 for doing a great job with the testing session and going above and beyond to meet client needs. Another achievement was a 2 promotions from Associate, to Associate II, to Sr. Production Associate. Show less

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  YWCA El Paso del Norte Region

  Jan 2019 - Aug 2021

  Manage, train, and assist employees to ensure high level of customer service is provided. Work collaboratively with the Workforce Solutions Borderplex staff members to assure that customer service is available to all child care parents and providers. • Ensure deadlines are met to be in compliance with state policies by prioritizing ticket work flow.• Set performance goals for staff (Program Specialists.)• Managed a team of 20 spread across 3 locations. (Remotely)• Established a training agenda for a successful blueprint for new hires.• Accomplishments: Promoted from Program Specialist to Eligibility Assistant Supervisor after 1 year.• Key achievements: Helped to manage special projects and administer the child care program. Promotion to Eligibility Assistant Supervisor after 1 year. Show less Under direct supervision, accurately determine eligibility for the state’s child care subsidy program for parents residing in the service delivery area of the Workforce Solutions Borderplex Board. • Process eligibility applications for the State’s child care subsidy program.• Resolve customer service issues and gather necessary documentation in a timely manner.• Calculate income to determine eligibility and recertification. • Manage 50-80 cases/tickets on a monthly basis and exceeded all performance metrics. • Maintained a 95% or higher accuracy rate. • Accomplishments: Promoted from Program Specialist to Eligibility Assistant Supervisor after 1 year.• Key achievements: Got a huge thank you from a provider whom I have listed as a reference for always going above the call of duty and ensuring a quick turnaround time on requests. Show less

  • Assistant Supervisor - Child Care Services

    Dec 2019 - Aug 2021

  • Program Specialist - Child Care Services

    Jan 2019 - Dec 2019
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  Varay Managed IT

  Aug 2021 - Jan 2022

  IT Service Coordinator

  Manage schedules for a group of technicians in El Paso and San Antonio that include service and project tickets from 50+ clients. Communicate effectively with staff and clients to coordinate dates and times for tasks to be completed.• Manage schedules for support team technical staff.• Act as the single point of contact to the client for all types of service requests.• Coordination of all IT support teams to ensure maximum utilization of resources.• Pre-process service requests as they arrive through email, phone, or manual entry.• Schedule support technician, field technician, and system administrator resources on the dispatch portal. Monitor resource schedules to ensure prompt time entry on service requests. • Knowledge of Connectwise software/ticket managing system.• Responsible for ticket triaging and quality assurance. • Accomplishments: Got A+ feedback from one of our clients in an ITR meeting for going above and beyond. • Key achievements: Learned the MSP business structure. Show less

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  YWCA El Paso del Norte Region

  Jan 2022 - Sept 2022

  Technical Monitor
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  Charter Communications

  Oct 2022 - now

  Responding promptly and professionally to customer inquiries through the chat interface.<br><br>Troubleshooting and diagnosing technical issues customers are experiencing.<br><br>Providing clear, concise, and accurate information to customers.<br><br>Escalating customer issues to higher-level technicians or supervisors when necessary.<br><br>Keeping detailed records of customer interactions and transactions.<br><br>Continuously updating knowledge of products and services.<br><br>Staying current with new technologies and industry developments.<br><br>Meeting performance goals and targets<br>Maintaining a high level of customer satisfaction.<br><br>Strong written and verbal communication skills<br><br>Strong customer service skills<br><br>Technical aptitude and troubleshooting experience<br><br>Attention to detail and ability to multitask<br>Strong problem-solving skills<br><br>Patience and ability to work well under pressure<br><br>Flexibility and adaptability to changes<br>Strong organizational and time-management skills.<br><br>Strong computer literacy and proficiency in relevant software and tools. Show less

  • Rep 2 Cust Svc Chat Repair

    Jan 2024 - now

  • Rep 1 Cust Svc Chat Repair

    Oct 2022 - Jan 2024