Erick Chavarria

Experience

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  Cash America Pawn

  Mar 2012 - Dec 2015

  Project Manager

  · Co-Responsible for the management and oversight of the store operations through coaching and development of teams 6 to 8 associates· Responsible for staff performance, development, and providing coaching/training · Trained in classes on inspecting and authenticating jewelry such as high-end watches and diamonds.· Cash handling and cash drawer reconciliation as well as bank deposits and change orders· Developed promotional programs to optimize revenue levels· Designed and maintained a filing system to ensure the records are up to date· Assist customers over the phone and in person with questions and concerns· Maintain and replenish supply inventories · Lead on inventory project for Arizona Shops· Responsible for transferring inventory from permanently closed shops to new locations.· Ensured Arizona shops-maintained inventory filing systems. Show less

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  General Dynamics Information Technology

  Dec 2015 - Aug 2017

  Instructor

  · Trained up to 40 CSRs in the required time. This involved using the company’s program to locate and provide information.· Responsible for disciplinary actions as needed.· Point of Contact for the "Nesting” program which transitions CSRs from the training room to the production floor. These Nesting classes could be large as 60-80 agents.· Train Supervisors for both Marketplace and Medicare Programs. · Subject Matter Expert- Observe and help trainers with questions as needed for the Marketplace and Medicare Program· Reviewed and made work plans for teams to meet and exceed scorecard requirements.· Walked floors as a guide for those who needed help with solving issues during peak season. Show less

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  Computershare

  Aug 2017 - Jan 2018

  Broker Agent

  • Helped clients with investments and stocks through a point of contact system.• Gave step by step instructions on how to transfer stocks from one share holder to another.• Sold shares for authorized shareholders and helped with on web-support.• Maintained up-to-date knowledge on sensitive clients and procedures for fraudulent phone callers.

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  Centene Corporation

  Feb 2018 - Jun 2023

  · Help members and providers from Medicare Advantage Plans Throughout the United States, which included being Crossed Trained for Multiple plan types and different state requirements.· Resolve member issues, including billing errors, claim reviews, appeals and grievances, member portal support, and research.· Manage both frontline and escalation team chats. · Create training material for teams regarding Adherence, Quality Assurance, and step-by-step application and work process walk-throughs. · Stay knowledgeable of training materials and Medicare Guidelines. · Facilitate weekly training sessions for classes of up to 20-30 agents at a time.· Responsible for monitoring agent metrics including Quality, Adherence, and Average Handle Time. · Collaborate daily with peers and cross-functional teams to resolve issues and ensure turn-around-times were accomplished· Responsible for tracking calls missed during System Outages to keep in compliance with CMS· Investigate and resolve complex claims matters in coordination with health plan and corporate departments· Create trackers and audit work assigned to the Medicare Escalation Team· Track inbound calls made to the escalation line for trends. · Responsible for all system interaction events created by representatives. · Ensure work is being assigned and completed correctly· Review and approve weekly and bi-weekly timecards for Company and Temporary employees in different payroll applications.· Complete and deliver annual, quarterly, and monthly reviews for agents.· Deliver disciplinary action regarding attendance, performance, and behavioral issues. · Established templates for people leaders to accurately and effectively track each agent’s metrics and progress· Provided Human Resources with user-friendly guides on documenting discussions and effectively delivering disciplinary action write-ups.· Responsible for maintaining and updating work processes for inbound interactions with members and providers. Show less

  • Supervisor

    Feb 2018 - Jun 2023

  • Team Lead

    Feb 2018 - Feb 2018

  • Team Lead

    Feb 2018 - Feb 2018
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  Blue Cross Blue Shield of Arizona

  May 2023 - now

  Operations Manager