Abigail Torres
Dallas
Summary
Dedicated team leader with a proactive approach to reorganizing processes for optimal efficiency and safety. Fluent in Spanish. Proficient in typing at a rate of 45 words per minute with strong problem-solving abilities. Effective communicator adept at collaborating and working harmoniously with others. Skilled in utilizing Microsoft Word, Excel, PowerPoint, as well as Cerner software. Experienced in training individuals on these systems and providing support with insurance and medical billing. Accomplished in making inbound and outbound calls, averaging approximately 150-250 calls per day.
Overview
6
6
years of professional experience
Work History
Contact Center Team Leader
PHP Agency Inc.
07.2023 - Current
- Managed staffing levels to ensure adequate coverage during peak periods, reducing wait times and abandoned calls.
- Conducted regular performance evaluations of team members to provide constructive feedback on strengths and opportunities for growth.
- Resolved escalated customer complaints swiftly, demonstrating empathy towards customers'' concerns while finding mutually agreeable solutions.
- Reduced employee turnover by creating a supportive work environment that fostered professional growth and development.
- Boosted team morale and productivity with motivational techniques and clear communication of expectations.
- Collaborated cross-functionally with other departments to develop integrated solutions for client
- Monitored call volume trends to anticipate peak periods, proactively adjusting staffing schedules to ensure optimal coverage and minimal customer wait times.
- Implemented new call scripts to improve consistency in messaging and drive positive customer interactions.
- Trained team members on performance metrics and consumer behavior identification.
- Minimized workflow issues by cross-training staff on technical procedures, protocols and customer service practices.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Responded proactively and positively to rapid change.
- Trained new personnel regarding company operations, policies and services.
- Identified and resolved discrepancies and errors in customer accounts.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Trained staff on operating procedures and company services.
- Take/ make inbound and outbound calls
Medical Billing / Receptionist
Dallas Obstetrics and Gynecology Pa
01.2023 - 07.2023
- Applied thorough knowledge of guidelines to uphold consistent compliance in medical billing procedures.
- Greet patients
- Get insurance information and make sure their information is up to date.
- Create files for all individual patient and scan them into our system.
- Walk patients to their rooms when the MA would be ready to confirm the issues they were having.
Team Leader
RAB, Inc.
09.2020 - 09.2022
- I make inbound and outbound calls
- I make150-250 calls
- I train people to use the systems cerner and cubs
- I manage2 different hospitals
- I do medical billing and insurance
- Data entry
- Take payment and make payment plans
Assistant Teacher
New Hope Christian Academy
06.2019 - 04.2020
- I would help plan the curriculum and talk with the parents to review progress
- I would help motivate the kids
- Watch the Children
- Help teach
Stocker
Old Navy
02.2019 - 04.2020
- I would unpack new items and restock the shelf again
- Inventory
- Customer service
- Data entry
Education
High School - undefined
Plano West Senior High
Plano, TX01.2019
Skills
- Bilingual
- Type40 wpm
- Multitasker
- Can use Microsoft word
- Microsoft power point
- Microsoft excel
- Can use Cerner revenue cycle prod
- Good communicator
- Good time management skills
- Collaborate and work well with others
- Goal oriented
- Adapt to change rapidly
- Problem-solving
- Leadership
- Management skills
- Staff education and training
- Data entry
- Team motivation
- Coaching and mentoring
- Call monitoring
- Performance tracking
- Reporting skills
- Training coordination
- Schedule coordination
- Customer service
- Attention to detail
- Multitasking Abilities
- Excellent communication
- Organizational skills
- Calm under pressure
- Decision-making
- Relationship building
- Customer relations
- Phone etiquette
Languages
English
Native or Bilingual
Spanish
Professional Working
Timeline
Contact Center Team Leader
PHP Agency Inc.
07.2023 - Current
Medical Billing / Receptionist
Dallas Obstetrics and Gynecology Pa
01.2023 - 07.2023
Team Leader
RAB, Inc.
09.2020 - 09.2022
Assistant Teacher
New Hope Christian Academy
06.2019 - 04.2020
Stocker
Old Navy
02.2019 - 04.2020
High School - undefined
Plano West Senior High
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