Luis Quezada
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Location: Sacramento, CA, USA
School: Sacramento City College
Field of Study: Business Administration

Luis Quezada

L UIS

 

T op
Performing
Membership
Accounting
Supervisor
with
consistent
accomplishments
in
a
fast-paced,
competitive              
environment
with
proven
organizational,
planning,
leadership,
and
staff
development
skills.
Broad-based
general                        
leadership
of
call
center
operating,
reporting,
and
human
resource
management
functions.
Effective
customer                          
liaison
with
strong
interpersonal
and
communication
skills
in
both
English
and
Spanish.
Experience
leading
highly                              
successful teams.   
 
 
· Improved Quality Analyst’s monthly productivity by 20%.  
· Responsible for claims inventory above 80 million dollars  
· Identified inconsistencies between Call Centers and I worked with the business owners to streamline  
processes.  
· Developed and implemented new Quality Assurance Programs  
· Provide real-time detailed tracking and trending of audits results  
· Created and made recommendations on the layout of an internal Contact Center Website. The website  
provides information on processes, internal procedures, Insurance manuals, and updates .  
· Improved Insurance servicing team overall Quality results in an average of 8% in 6 month period which  
resulted in meeting or exceeding the Quality goal in each category.  
 







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P RO FE SSIO NA L

A CCO M PL IS H M EN TS  
C AREER

H IG HLIG HTS  
Quality Assurance Supervision : Provided strong supervision and direction to a team of employees  
responsible for Global Quality Assurance support activities in all Member Service Centers. Coach and develop   
Quality Assurance Analysts to deliver superior support to various Business Units focusing on member   
relationships, transactional accuracy, business processes, and overall excellence. Participated in strategic   
planning, implementation, and execution of QA goals, objectives, and initiatives such as vendor/club relations,   
business process improvements, and Voice of the Customer program. Processed and approved employee time  
reporting. Processed and approved expenses for QA department and business travel, created a detailed report of  
the expenses to the Department Manager. Provided detailed reporting on the QA results for the Member Service  
Centers, which included an analysis of the areas with the most opportunities.   
Call
Center
Supervision :
Provided
leadership
to
large
teams
of
individual
contributors
in
inbound/outbound
call                        
center
environments.
Monitored
call
volume
and
managed
staffing
to
ensure
adequate
coverage
to
accommodate                            
desired
service
levels.
Identified
opportunities
to
cross-sell
based
on
customer
needs.
Partnered
across                          
departments
to
resolve
escalations.
Inspired
the
team
to
focus
on
member
relationships
by
training
associates
to                                
provide
superior
products
and
services.
Developed
action
plans
to
sell
and
cross-sell
products
based
on
customer                                
needs.
Provided
coaching
and
development
on
techniques
to
retain
customers.
Created
processes
that
improved                            
performance. Developed and managed incentives to reward excellent performance.
Production
Supervision :
Monitored
workflow
and
prepared
informational
reporting
for
a
production-oriented                    
environment.
Ensured
employee
productivity
while
maintaining
a
positive
and
professional
rapport.
Managed
the                          
daily
fulfillment
cycle
time
and
processes.
Responsible
for
hiring,
processing,
and
approving
payments
for                            
temporary
staff
through
Oracle.
Processed
payment
for
department
expenses.
Responsible
for
maintaining
and                          
managing
a
report
of
the
expenses
for
the
department.
Developed
and
motivated
employees
to
improve                              
performance
in
fast-paced
environments.
Participated
in
selecting
appropriate
talent
across
organizations.                      
Managed
attrition
by
administering
formal
and
informal
recognition,
providing
motivation,
conducting
coaching                        
discussions, and developing action plans. Worked closely with Human Resources on disciplinary matters.  

  
   
 

S AC RA M EN TO
C IT Y
C O LLE G E Sacramento, CA


Management Essentials T raining (AAA)
▪ Management Law
▪ Af firmative Action
▪ Hiring and Recruiting
▪ Performance Management
▪ Managing Corrective Action
▪ Ergonomic T raining
▪ Workers’ Compensation

Diversity and Inclusion (AAA)
T ime Management (Franklin Covey)
Leadership Skills for Supervisor (American Management Association)
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Bilingual
Experience :
Provided
both
oral
and
written
sales
and
service
in
Spanish.
Led
and
participated
in
teams                              
with
unique
cultural
considerations.
Developed
training
processes
to
prepare
agents
to
serve
Spanish
speaking                            
members.
Developed
and
tested
Spanish
scripts
for
the
phone
tree
and
billing
voice
response
system.
Created
a                                 
glossary
of
Insurance
terms
from
Spanish
to
English.
Provided
direction
in
building
Spanish
teams
for
the
Direct                                  
Sales
and
Homeowner
units.
Provided
feedback
to
marketing
on
Hispanic
initiatives
developed
to
target
the                              
Hispanic market. Created Spanish outbound correspondence forms.  
P RO FE SSIO NA L

E XPE R IE N CE  
   
Membership Accounting Supervisor ▪ H E A LT H
N E T
, R A N CH O
C O RD O VA , CA   Oct 2016 – present  
Claims Quality Assurance Supervisor ▪ B L U E
S H IE LD
, E L D O RA D O
H IL LS , CA   Jan 2015 – Mar 2016  
Quality and T raining Supervisor ▪ H E A LT H
N E T
, R A N CH O
C O RD O VA , CA   May 2010 – Jan 2015  
Quality Assurance Supervisor ▪ AAA , E L K
G R O VE , CA  
W estern Region Sales and Service Supervisor ▪ N E X T EL
C O M MUNIC ATIO NS , W A LN U T
C R EEK , CA
May 2004 – May 2009  
July 1999 – May 2004  

E DUCAT IO N  
Studies in Business Administration

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