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. �
�
L UIS
M .
Q UEZA DA Page 1 of 2 �
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)
L UIS
M .
Q UEZA DA Page 2 of 2 �
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
L UIS
M .
Q UEZA DA Page 3 of 2 �
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. �
�
L UIS
M .
Q UEZA DA Page 1 of 2 �
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)
L UIS
M .
Q UEZA DA Page 2 of 2 �
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
L UIS
M .
Q UEZA DA Page 3 of 2 �