Juan Sebastian Marroquin Rodriguez

During the launch of the DSNP Line of Business (LOB), I successfully managed waves of 50 new hires, each undergoing an intensive 10-week training program. The training was meticulously designed to instill essential skills such as empathy, compassion, active listening, and exceptional customer service in every interaction. My focus was on ensuring that new hires understood the importance of these skills and applied them consistently in their roles. As a result, we maintained a Net Promoter Score (NPS) of 94 and a User Experience Score (UES) of 80 or higher, reflecting high client satisfaction and positive customer feedback.

In addition to training, I oversaw the operational aspects to ensure that all tools and systems were functioning smoothly. This was crucial in minimizing call handling time and improving overall efficiency. By addressing technical issues promptly and providing continuous support to the team, I ensured that our agents could perform their duties effectively without unnecessary delays. My role in this LOB opening was pivotal in achieving our goals of delivering top-notch customer service, maintaining high satisfaction scores, and ensuring a seamless operational flow for the team.

This project involved implementing a new CRM system for social media. It was a transformative initiative that significantly enhanced our ability to interact with customers across major platforms like Facebook, Twitter, TikTok, and Instagram.

The project aimed to improve our responsiveness and efficiency in handling customer inquiries, comments, and feedback, which is crucial in today's digital age. The seamless integration of the new CRM system provided a unified view of all customer interactions, allowing us to track and manage responses more effectively.

As a result, we were able to engage with customers more proactively and address their needs promptly, leading to increased satisfaction. The new CRM system was designed with user-friendliness in mind, making it easier for our team to navigate and utilize its features. This reduced the time required to respond to customer comments, maintaining a high level of engagement. The system's enhanced analytics capabilities provided valuable insights into customer behavior and preferences, helping us tailor our responses and strategies and reinforcing our commitment to outstanding service.

The launch of Maestro revolutionized our CRM capabilities at Optum, enhancing our system's visual appeal and functionality. This AI-driven CRM made our work more efficient and streamlined.

Maestro's intuitive design and user-friendly interface significantly increased productivity and job satisfaction. Its advanced AI features allowed us to handle customer inquiries more accurately and quickly, reducing response times and improving overall customer satisfaction.

In addition, the CRM provided valuable insights into customer behavior and preferences, enabling us to tailor our services effectively. Maestro integrated all essential tools needed to assist customers seamlessly, from case management to detailed customer profiles. This comprehensive suite of features ensured consistent, high-quality service across all interactions. By embracing Maestro, we positioned ourselves at the forefront of customer relationship management, setting a new standard for excellence. The success of this project highlights our dedication to continuous improvement and adaptability to evolving customer needs.