Rafael E. Molano

[email protected] • (347)-336-9235 • 3234 S Semoran Blvd, Apt 25, Orlando, FL 32822

PROFESSIONAL SUMMARY

HR, compliance and customer service professional skilled in technical support, conflict resolution, case management, quality assurance, and financial dispute management and prevention. Recognized for streamlining processes, reducing errors, and providing exceptional service across industries for 12+ years.

WORK EXPERIENCE

HR Services Associate
11/2024 - Present
Eclipse: Amtrak Assignment , Remote
• Answering Amtrak employee inquiries: Serving as the first point of contact for employees' questions regarding company policies, procedures, harassment, discipline, benefits, payroll etc.
• Addressing and resolving employee issues and complaints in a timely and professional manner, and assisting employees in navigating various HR systems and platforms
• Processing high volume of paperwork related to verifications of employment, FMLA, Paid Parental Leave, etc.
• Ensuring compliance with federal employment laws, internal HR policies, and service level agreements for FMLA, ADA accommodations, and other employee documentation standards
• Assisting with benefits administration: Helping employees with questions and issues related to their health insurance, retirement plans, and other benefits
• Communicating Amtrak policies and procedures to employees, managers, and stakeholders
Intake/Remediation Team Lead
10/2020 - 10/2021
Wells Fargo , Orlando, FL
• Supervised 15+ Remediation Analysts and monitored their productivity, attendance and participation
• Served as point-person for questions, coaching, timesheet approval and team member professional development
• Led weekly team meeting/huddles to discuss various relevant topics and departmental updates
• Distributed escalated complaints to team members daily
• Revised and assured quality of team member’s case work and enforced performance metrics within team
Executive Office Case Specialist (Promoted)
10/2021 - 10/2023
Wells Fargo , Orlando, FL
• Supported internal and external customers and/or stakeholders with inquiries and complaints regarding financial products and services while maintaining KPIs and service level agreements
• Conducted investigative steps to identify/address issues while serving as intermediary between parties to resolve disputed matters
• Provided mobile app tech support by replicating user problems to resolve operating difficulties and minimize user error
• Processed transactions and reversals
• Reviewed complaints for regulatory and non-regulatory flags, classified risks appropriately in case management system to ensure compliance with internal company requirements and standards
• Monitored call recordings, chat transcripts, and other customer interactions to determine root cause of issue
• Reiterated dispute or bank decisions, policies and procedures as necessary
Sales Dept. Quality Assurance Manager/Social Media Specialist
02/2019 - 10/2020
Entertainment Benefits Group , Orlando, FL
• Managed QA Coordinators (coaching, timesheet approval, professional development, etc.)
• Led new hire training and refresher courses on Sales and Quality Assurance in a classroom setting
• Conducted QA calibration sessions with department heads to ensure uniformity and accurate scoring
• Monitored/coached 60+ agents monthly through 1:1 coaching and live monitoring (increased QA scores from 65% to 85%)
• Monitored and replied to customer complaints via Instagram, Twitter, BBB and Trustpilot
• Partnered with the training department to actualize new hire training material from theoretical methodology to more practical and common call scenarios based on my experience with the agents and live calls
• Ensured that outsourced agents are abiding by our SOW contract through means of various reports
Quality Assurance/Chargeback Specialist
09/2017 - 11/2018
Festiva Getaways , Orlando, FL
• Hired to initiate Quality Assurance department
• Created Call Monitoring Guidelines/Rubrics and distributed them company-wide
• Solely monitored and graded every agent and provided monthly QA scores
• Reviewed recording requests and provided findings
• Tracked, disputed and reduced charge backs site-wide by targeting root causes and implementing new processes (recovered $60,000+ in chargeback losses in 2018)
Quality Assurance Team Lead (Promoted)
05/2016 - 05/2017
CVS Specialty Pharmacy , Orlando, FL
• Led Quality Team while also managing large new hire classes during training
• Created spreadsheet that tracks and classifies common errors found in feedback reports by type and frequency
• Up-trained members of management and new hires in new processes and procedures through use of quality monitoring guidelines (reducing delays in patient medication fulfillment)
• Graded calls daily with use of guidelines while creating innovative incentives to reinforce positive behavior
• Monitored behaviors through system which tracked aux codes/idle times and provided coaching as needed
Pharmacy Service Representative
02/2016 - 05/2016
CVS Specialty Pharmacy , Orlando, FL
• Coordinated and processed new patient medication orders and reorders
• Communicated and collected co-pay amounts, obtaining authorizations/ reauthorizations/and screening, identifying, resolving, or deferring orders that have accounts receivable or clinical problems
• Worked with both internal and external partners to ensure that orders were processed in a timely manner and met all financial and clinical requirements prior to fulfillment
JIRA Team - Subject Matter Expert
12/2013 - 12/2015
Maximus (AHCT Health Insurance Exchange) , New York, NY
• Trained new hires to take live calls regarding healthcare enrollment
• Resolved escalations and reviewed appeals made by consumers to determine their validity
• Guided applicants through ACA and Medicaid plan enrollment, ensuring compliance and accurate submissions

EDUCATION

Associate Degree in Business Management
07/2013
Long Island Business Institute , Queens, NY GPA: 3.8

SKILLS

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