Oscar Portillo
Long Beach
Summary
Outgoing Supervisor of Operations with experience overseeing multiple tasks and managing employees successfully. Hardworking professional committed to providing outstanding customer service and assistance.
Overview
10
10
years of professional experience
Work History
Supervisor of Operations
Optum, UnitedHealth Group
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
- Delegated tasks to administrative support staff to organize and improve office efficiency.
- Championed continuous process improvements initiatives that significantly reduced customer wait times and improved overall service levels.
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Minimized workflow issues by cross-training staff on technical procedures, protocols and customer service practices.
- Collaborated with other departments for seamless coordination in addressing customer concerns, resulting in faster issue resolution.
- Built strong relationships with clients and Office by following up on previous purchases and suggesting new products.
Patient Support, Lead (Workforce Management)
Optum Health Patient Support Center
10.2016 - Current
- Responsible for overlooking Teammates utilizing the Workforce Management program, to ensure everyone is on task so we can meet our daily metrics, and provide the best customer service to our callers
- Responsible for managing all schedules and daily schedule updates for all Teammates and Supervisors
- Responsible for assisting with pulling and analyzing reports to find opportunities for growth in our department
- Responsible for reviewing, approving, and/or denying Paid Time Off for all Teammates and ensuring enough coverage for the workflow.
Patient Support Representative
Optum Health Patient Support Center
04.2015 - 10.2016
- Responsible for assisting Patients and callers in resolving any issues pertaining to their medical Claims, Referrals/Authorizations, Physicians, access, etc., while maintaining outstanding customer service and high quality calls.
Connections Associate
WalMart
02.2014 - 03.2015
- Responsible for providing excellent customer service while connecting customers to the perfect phone plan to fit their personal needs
- Responsible for adding lines of service, performing standard upgrades, and/or adding new services for the customer.
Education
Currently Enrolled For Cloud Engineering
CALIFORNIA INSTITUTE OF ARTS & TECHNOLOGY
Santa Monica Community College
Santa Monica, CA11.2012
High School Diploma -
South East High School
South Gate, CA06.2011
Skills
- Proficient in working with several operating systems (Windows, Mac OSX, Linux: Advance)
- Proficient in Microsoft Office (Word, Excel, Power Point)
- Ability to type 50 words per minute
- Excellent Customer Service skills, telephone etiquette, and communication skills (written and verbal)
- Excellent in defusing stressful situations and irate customers/callers, with the ability to assure my capabilities, and follow through any promises
- Staff Development and Training
- Data Analysis and Modeling
- Team Development
Languages
English
Spanish
Hobbies and Interests
- I’m a very tech-savvy individual. In my spare time I enjoy building computers and tinkering with any/all forms of tech and audio.
- I enjoy going to concerts and shows with friends, playing/practicing on my bass.
- I recently got into Wood working and very excited to build a tool collection to help me make more things out of wood
Timeline
Patient Support, Lead (Workforce Management)
Optum Health Patient Support Center
10.2016 - Current
Patient Support Representative
Optum Health Patient Support Center
04.2015 - 10.2016
Connections Associate
WalMart
02.2014 - 03.2015
Supervisor of Operations
Optum, UnitedHealth Group
Currently Enrolled For Cloud Engineering
CALIFORNIA INSTITUTE OF ARTS & TECHNOLOGY
Santa Monica Community College
High School Diploma -
South East High School
Similar Profiles
James Paul IIIJames Paul III
Technical Support Analyst at Optum, UnitedHealth GroupTechnical Support Analyst at Optum, UnitedHealth Group
Kelli SantosKelli Santos
Senior Case Manager at Optum, UnitedHealth GroupSenior Case Manager at Optum, UnitedHealth Group
Justin BlakeJustin Blake
Behavioral Health Care Advocate at Optum, UnitedHealth GroupBehavioral Health Care Advocate at Optum, UnitedHealth Group