Abigail Espinoza
Poteet,TX
Summary
Ambitiously driven. Always ready for new and better opportunities.
Results-oriented achiever with proven ability to exceed targets and drive success in fast-paced environments. Combines strategic thinking with hands-on experience to deliver impactful solutions and enhance organizational performance.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Patient Services Representative
Carenet
11.2024 - Current
- Applied administrative knowledge and courtesy to explain procedures and services to patients.
- Used Software to schedule appointments.
- Stayed calm under pressure to and successfully dealt with difficult situations.
- Responded to inquiries by directing calls to appropriate personnel.
- Resolved customer complaints using established follow-up procedures.
- Engaged with patients to provide critical information.
- Worked with patients to ascertain issues and make referrals to appropriate specialists.
- Followed document protocols to safeguard confidentiality of patient records.
- Greeted and assisted patients with check-in procedures.
- Compiled and maintained patient medical records to keep information complete and up-to-date.
- Facilitated communication between patients and various departments and staff.
- Answered incoming calls, scheduled appointments and filed medical records.
- Provided excellent customer service to patients and medical staff.
Team Lead/ Bartender/Server/Team Member
Cheddars Scratch Kitchen
03.2018 - Current
- Bartender: Complete opening and closing duties, such as prepping batches, cutting fruit, and setting up for the shift
- Closing duties includes cleaning all bar areas thoroughly, stocking up, and ensuring the area is ready to set up in the morning
- Made guest relations and gained regular guests with communication skills and providing excellent service
- Work with POS systems, cash handling and credit card payments
- Keep sections clean and organized
- Trainer for newly hired Bartenders
- Server: I am a trainer for newly hired servers
- Completed all tasks assigned as a Team Lead
- Assist management team when needed with shift coordination
- Engage with the team members and guests
- Making sure to be involved all around
- Complete opening and closing shift duties
- Records numbers throughout the shift to make sure quota is met
- Throughout my years of employment I completed two NRO's
- I assisted and trained for New Restaurant Openings
- I have also trained in areas throughout the kitchen
- I am experienced in BOH positions such as Line cook, Flat top, Broil, Set 1 and Sets 2 as well as Expo
Lead line Supervisor/ Customer Service Representative
IBEX Global
10.2021 - 10.2022
- Entry position: Customer service representative -Answered inbound calls and completed outbound calls as follow ups
- Provided assistance to members with rideshare appointments, Verified benefits through database for services available to members, engaged with members over the phone
- Made sure the members' needs were met by the end of each call
- Chat support agent: Assisted agents via chat messaging
- When agents needed assistance with navigating their system, searching or entering information into the database I would explain and assist so that the members were taken care of
- Agents also used the chat assistance for troubleshooting issues with their computers
- Assisted with training new agents
- Leadline Supervisor: Supervised and engaged with lead line agents
- Over saw a team of lead line agents took supervisor calls, and assisted customer service agents with more complex calls
- Provided overrides and handled any escalations sent to the lead line
- As a supervisor I had one on one mentoring sessions with each one of my agents once a week
- Reviewed and graded lead line agents calls
- Utilized excel to enter data, create schedules and keep record of escalations, and rideshare corrections
- Utilized Microsoft Word and Powerpoint to present data and communicate with other supervisors and agents
Inbound Call Center Agent
Xerox
11.2015 - 04.2016
- Inbound Customer Service Representative- Completed Inbound Calls from members
- Assisted with Sam's Club memberships
- Answered general questions, completed requests, handled renewals and changes to memberships
Customer Assistant
H-E-B
01.2015 - 11.2015
- Customer Assistant- Assisted customers with bagging orders, assisted disabled customers with their grocery shopping needs when needed
- Always assisted with a positive attitude and provided excellent customer service
- Completed item returns
Order Entry Representative Inbound Call Center Agent
QVC
08.2014 - 12.2014
- Completed inbound order entry calls
- Assisted callers by completing order entries
- Assisted callers when they wanted to order an item
- Navigated through software and systems to enter information into the order database
Hostess/ Server
Texas Roadhouse
09.2013 - 09.2014
- Hostess- Welcomely greeted guests with a smile and positive attitude when they entered the establishment
- Seated guests and made conversations with guests
- Completed guest request per seating needs
- Server- Provided excellent customer service skills and created guest relations with guests so I can build a regular clientele
Education
Bachelor's Degree - Political Science
University of Texas at San Antonio
San Antonio, Texas01.2021
Associates degree - Criminal Justice
Palo Alto College
San Antonio, Texas05.2016
Skills
- Communication skills
- Customer Service and Guest Relations
- Team Lead
- Management
- Supervisor
- Fluent in English
- Moderate Spanish
- High work volume demand
- Microsoft Office
- Data Entry
- Programs and Software
- Inbound Customer Service
- Outbound Customer Service
- Chat Customer Service
- New Hire Trainer
- Server
- Bartending
- Cash handling
- POS System
- Database entry
- Active listening
- Task prioritization
- Organizational skills
- Problem-solving
- Teamwork and collaboration
- Written communication
- Analytical
- Supervision and leadership
- Dependable and responsible
- Multitasking
- Quality assurance
- Remote office availability
- Basic math
- Appointment scheduling
- Patient identity verification
- Data entry
- Medical terminology
- Customer service
- HIPAA compliance
- Information collection
- Relationship building
- Friendly and outgoing
- Policy understanding
- Multitasking and organization
- Phone and email etiquette
Certification
- Typing speed: 75 WPM
- Microsoft Softwares
- Entry Level data base
- TABC
- Food handlers Certification
Middleinitial
M
Timeline
Patient Services Representative
Carenet
11.2024 - Current
Lead line Supervisor/ Customer Service Representative
IBEX Global
10.2021 - 10.2022
Team Lead/ Bartender/Server/Team Member
Cheddars Scratch Kitchen
03.2018 - Current
Inbound Call Center Agent
Xerox
11.2015 - 04.2016
Customer Assistant
H-E-B
01.2015 - 11.2015
Order Entry Representative Inbound Call Center Agent
QVC
08.2014 - 12.2014
Hostess/ Server
Texas Roadhouse
09.2013 - 09.2014
Associates degree - Criminal Justice
Palo Alto College
- Typing speed: 75 WPM
- Microsoft Softwares
- Entry Level data base
- TABC
- Food handlers Certification
Bachelor's Degree - Political Science
University of Texas at San Antonio
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