1. To whom it may concern,
RE: Eric Villareal, Open Payments Help Desk Representative
I have known Eric Villareal since he began working with us here at CGI Federal as a Help Desk
Representative supporting the Centers for Medicare & Medicaid Services (CMS) Open
Payments multi-tiered Help Desk, application, and program. Eric has extensive knowledge in
using the web-based help desk ticketing system, Remedy. The Open Payments Help Desk uses
Remedy to manage incidents that are reported via
e-mail or phone call by internal and external customers. Eric is continuously at the top in First
Call Resolution (FCR) and his Quality scores put him at Satisfactory amongst his colleagues.
Due to Eric’s knowledge of Remedy, his being a Top Performer in FCR, his Satisfactory Quality
scores, and sometimes leadership not able to provide appropriate coverage for reported
Remedy incidents, Eric would be tasked as Incident Manager.
In this key role as Incident Manager, Eric would monitor and manage Open Payments reported
incidents to managements satisfaction by assigning reported incidents in a fair and timely
manner to the appropriate area of responsibilities within the multi-tiered Open Payments Help
Desk for resolution.
Open Payments Website:
http://www.cms.gov/Regulations-and-Guidance/Legislation/National-Physician-Payment-
Transparency-Program/index.html
I have been consistently impressed by both Eric’s attitude towards his work and his
performance here with us on the Open Payments Help Desk. He truly is one of our “SME’s”
(Subject Matter Experts) and someone that I really depend on when we need to get it done right
and right now. Eric also possesses solid writing and research skills which have enabled him to
compose quality notes and resolutions in his assigned tickets that are easily understood by
anyone from the multi-tiered Open Payments Help Desk Representative(s), Team Lead(s),
Supervisor(s), Manager(s), Development, or Policy Teams. He has also been a key contributor
assisting with reviewing and updating training processes and Open Payments standard
operating procedures.
I have personally seen Eric use his analytical skills to diagnose problems and devise viable
solutions that are easily understood for a positive customer experience. His ability to remain
patient and unflustered talking with his customers for extended periods of time and his
managing of the Open Payments incident queue proved his ability to work well under pressure.
I would recommend Eric for employment without reservation or hesitation.
Please let me know if you need further information or if I could assist any further.
Very Respectfully,
Luis M. Santana
Open Payments Help Desk Technical Support Team Lead and Training & Content Management
Specialist
CGI Federal
5555 Northwest Parkway Suite 143
San Antonio, Texas 78249
Email: luis.m.santana@cgifederal.com
Office Phone: 210-278-3412