Horacio Morales Fernandez
Team Leader
San Jose, Costa Rica
Summary
Experienced Team Leader and Trainer with a proven track record in high-pressure customer service environments. Expert in coordinating large-scale operations, managing stakeholder expectations, and driving a culture of customer obsession to meet and exceed performance KPIs.
Overview
4
4
years of professional experience
Work History
Patient Financial Specialist
Health Prime Costa Rica
03.2025 - Current
- Managed complex patient financial inquiries with a high degree of empathy and accuracy, ensuring a seamless experience within the US healthcare billing system.
- Streamlined communication between medical practices and patients by efficiently documenting and tasking messages, reducing response lag times.
- Acted as a key liaison between healthcare providers and insurance companies to resolve billing discrepancies and ensure financial compliance.
Team Leader
Concentrix Costa Rica
01.2024 - 02.2025
- Oversaw day-to-day operations for high performing teams, ensuring optimal resource allocation and adherence to strict delivery timelines.
- Collaborated with upper management and external clients to report on team metrics, aligning internal performance with global business objectives.
- Fostered a positive work environment and boosted morale, resulting in increased team retention and consistent achievement of quality goals.
Trainer
Concentrix Costa Rica
08.2022 - 02.2024
- Designed and executed comprehensive training schedules for new hire classes and existing staff, ensuring 100% readiness for production.
- Mentored employees on advanced soft skills and "customer-first" methodologies to improve overall CSAT (Customer Satisfaction) scores.
- Worked closely with the Quality Assurance and Operations departments to identify knowledge gaps and implement targeted educational interventions.
Education
Business Administration
Universidad Hispanoamericana
San Jose, Costa RicaTechnical Training in Business Plan
INA
San Jose, Costa RicaGastronomy
Universidad Latina
Heredia, Costa RicaSkills
- Leadership: Strategic Planning, Team Mentorship, Conflict Resolution
- Operations: Critical Thinking, Performance Management, Process Improvement
- Tools: Microsoft 365 (Expert), CRM Proficiency, AI Integration
Timeline
Patient Financial Specialist
Health Prime Costa Rica
03.2025 - Current
Team Leader
Concentrix Costa Rica
01.2024 - 02.2025
Trainer
Concentrix Costa Rica
08.2022 - 02.2024
Business Administration
Universidad Hispanoamericana
Technical Training in Business Plan
INA
Gastronomy
Universidad Latina