Victor Castro
Help Desk Specialist
Sacramento, CA
Message
Connect
Profile:
Summary
Motivated and solution-oriented professional with proven success in technical support, office administration, loss prevention, and customer service roles. Seeking to provide in depth technical support with a focus on efficiency and client experience.
Experience
2024
May
-
Present
Medicare Customer Care Specialist
HealthSherpa / Sacramento, CA
- Educated customers on benefits, costs, and coverage associated with their Medicare plans.
- Utilized multiple systems to investigate and resolve inquiries correctly and clearly for members and providers.
- Verified eligibility, reviewed authorizations, and researched claims.
- Maintained an average of 205 calls handled monthly, under 10 minute handle time, and 94% quality pass rate.
2022
Jul
-
2024
Apr
Licensed Medicare Agent
HealthSherpa / Sacramento, CA
- Delivered on 1000 enrollment mission as a team.
- Worked with QA team to develop an effective and CMS compliant script.
2021
Jun
-
2022
Jun
Agent Support Representative
HealthSherpa / Sacramento, CA
- Solved 98% of support tickets through multi-channel communication (phone, email, chat) in a timely manner.
- Developed reporting tools to document system bugs and escalated higher level critical issues with internal teams.
2020
Nov
-
2021
Feb
Asset Protection Manager
Macy's / Los Angeles, CA
- Reduced shrink by 2.2% through staff training, and a detailed review of support operations.
- Conducted fraud investigations through detailed case building which led to two high value personnel interviews.
- Led the team into the top 10 stores for apprehension in the west-coast district.
Education
2009
-
2013
Sheldon High School
Diploma
Skills
