Customer Service Representatives are always thirsting for more and more knowledge, whether it's regarding the markets they serve or the health benefits available to our service members.

Health Net focuses on empathy with their military community. This has helped Health Net create a very unique culture where everyone feels a purpose or mission to serve those who serve our country.

Guest:

Fidel Ligsay is the Vice President of Call Center Operations for Health Net Federal Services, based out of Health Net's Rancho Cordova, California office. He has been in that role for the past 6 years supporting the TRICARE managed health care support contract for the country's North Region. This region supports close to 3 million beneficiaries, their families, and the providers of care in that region.

Prior to that, Fidel held a similar role with Health Net's commercial managed care operation in Shelton, Connecticut. He also has extensive call center leadership experience in a number of other industries, including banking, and insurance. Fidel earned his MBA from the University of Texas at San Antonio, and currently resides just outside of Sacramento, California with his wife and two sons.

Training - How it Sets the Atmosphere in a Contact Center

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