Hi, I’m
Alexa Alvarez
virtual assistant
Round Rock,Texas
Summary
Quality-driven team leader and experienced call center professional fluent in English. Friendly professional with a knowledgeable and organized approach to solving team and customer issues.
Overview
14
years of professional experience
Work History
Zotec Partners, LLC
Team Lead call center
04.2022 - 08.2023
Job overview
- Generated reports detailing metrics such as call times and satisfaction ratings.
- Handled advanced issues with calm, knowledgeable and professional approach.
- Oversaw team of ten agents focused on patient focused calls.
- Responded proactively and positively to rapid change.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Responded to team support questions quickly to maintain call center efficiency.
- Motivated employees to increase productivity and maximize service quality with hands-on leadership style.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Trained staff on operating procedures and company services.
- Sought ways to improve processes and services provided.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Oversaw team of 10 agents focused on in-bound calls
Zotec Partners, LLC
CSR III Escalation specialist
08.2021 - 04.2022
Job overview
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Managed over 50 escalated and in-bound customer calls per day
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Handled customer inquiries and suggestions courteously and professionally.
- Answered constant flow of customer calls with minimal wait times.
- Updated account information to maintain customer records.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Investigated and resolved customer inquiries and complaints quickly.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Educated customers about billing, payment processing and support policies and procedures.
- Delivered prompt service to prioritize customer needs.
- Met customer call guidelines for service levels, handle time and productivity.
Zotec Partners, LLC
Call center agent
10.2020 - 08.2021
Job overview
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Responded to customer calls and emails to answer questions about products and services.
- Analyzed and escalated complaints, issues and grievances to designated departments for investigation and response.
- Addressed customer account discrepancies and concerns.
- Received multiple positive reviews acknowledging dedication to excellent customer service.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Investigated and resolved customer inquiries and complaints quickly.
Advanced Pain Care
Patient Account Representative
07.2017 - 10.2020
Job overview
- Managed over 50 customer calls per day
- Reconciled statements with patient records
- Posted payments and processed refunds
- Responded to patient, family and external payer inquiries
- Worked with outside entities to resolve issues with billing, claims and payments
- Used Centricity to schedule appointments
- Balanced deposits and credit card payments each day.
- Monitored flags and resolved urgent items with accuracy and efficiency
- Maintained office inventory and organized supplies for efficiency and expected needs
- Researched billing errors and discrepancies to initiate corrective action
- Responded to customer inquiries and provided detailed account information
- Worked with customer to create debt repayment plan based on current financial condition
- Entered client details and notes into system for interdepartmental access and review
- Listened to customers and negotiated solutions that met creditor and debtor needs
Baylor Scott And White
Patient Service Specialist
11.2015 - 07.2017
Job overview
- Managed schedules in multi specialty clinic with more than 8 providers
- Demonstrated exceptional customer service to foster welcoming and professional environment for patients
- Contacted insurance company to verify patient coverage before visit
- Inputted accurate patient insurance, billing and payment information in Epic
- Collaborated with colleagues to maintain and upkeep office and waiting area to provide clean and organized environment for patients
- Balanced deposits and credit card payments each day
- Used Epic to schedule appointments
- Assisted patients in filling out check-in and payment paperwork
- Investigated, triaged and resolved patient issues to encourage positive experience during patient visit.
Apicon Home Health Agency
Administrative Assistant
12.2013 - 11.2015
Job overview
- Maintained current and accurate medical records for over 200 patients
- Enhanced office efficiency by handling 50+ callers per day
- Performed general office duties, including answering multi-line phones, routing calls and messages and greeting visitors
- Sorted and distributed office mail and recorded incoming shipments for corporate records
- Welcomed office visitors warmly and alerted staff to arrivals of scheduled appointments
- Organized weekly staff meetings and logged minutes for corporate records
- Ensured all home health Plan of Care, and orders are signed by overseeing physician in timely manner.
Central Austin Dental
Dental Assistant
02.2012 - 11.2013
Job overview
- Scheduled appointments, discussed treatment plan, prepared bills and received payment for dental services by completing insurance forms, verifying insurance information and maintaining records
- Performed general chair-side duties to assist with various procedures, including general, endo and oral surgery in fast-paced office
- Cleaned and sterilized instruments between patients to protect from infection risks
- Created dental impressions used for diagnostics.
M&M Building Services
Janitorial Worker
08.2009 - 02.2012
Job overview
- Coordinated daily workflow through task prioritization and concise scheduling
- Maintained excellent attendance record, consistently arriving to work on time
- Kept bathroom facilities well-cleaned, stocked and properly maintained for staff and guests
- Scrubbed, top-coated, buffed and varnished hard floors
- Established and maintained clean and comfortable environments in medical buildings by vacuuming, cleaning windows and dusting.
Education
Everest InstituteAustin, Tx
Certified Dental Assistant from Dental Assisting
01.2012
Stony Point High SchoolRound Rock, TX
GED
01.2009
Skills
- Customer Service
- Verbal and written communication
- 60 WPM typing speed
- Business administration
- Multi-tasking strength
- Microsoft Programs: Excel, Word, Outlook, Onenote
- Trend Tracking
- Complaint Resolution
- Giving Constructive Feedback
- Staff Education and Training
- Production Monitoring
- Performance Monitoring
Timeline
Team Lead call center
Zotec Partners, LLC
04.2022 - 08.2023
CSR III Escalation specialist
Zotec Partners, LLC
08.2021 - 04.2022
Call center agent
Zotec Partners, LLC
10.2020 - 08.2021
Patient Account Representative
Advanced Pain Care
07.2017 - 10.2020
Patient Service Specialist
Baylor Scott And White
11.2015 - 07.2017
Administrative Assistant
Apicon Home Health Agency
12.2013 - 11.2015
Dental Assistant
Central Austin Dental
02.2012 - 11.2013
Janitorial Worker
M&M Building Services
08.2009 - 02.2012
Everest Institute
Certified Dental Assistant from Dental Assisting
Stony Point High School
GED
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