Angelica Torres
El Paso,TX
Summary
Accomplished Customer Service Representative; offering more than ten years of experience in handling multiple customer accounts. Able to leverage excellent organizational and problem-solving skills to maintain efficient billing and increase account collections. Proven ability to maintain precise records and build valuable relationships with clients. Familiar with generating invoices, handling payments and collecting past-due accounts. Proficient in accurately coding bills and maintaining clear records. Collaborative, reliable and results-focused, while problem solving and collaborating the best results for the overall project needs.
Prepares and distributes statements to customers while maintaining comprehensive, accurate records. Accustomed to answering questions, providing information and resolving concerns. Good communication, organizational and multitasking abilities.
Overview
15
15
years of professional experience
Work History
Case Specialist for Health Care Members
Avantive Solution’s
El Paso, TX
01.2023 - 07.2023
- Maintained digital and physical records of files and managed timely updates
- I help Members from Healthcare plan’s with there benefits on how to utilize there benefits, submit orders i from benefit service allocated balance, Manage submitting tickets for lost orders, or escalation calls.
- Evaluated applications and assessment results to determine eligibility and acceptance.
American Express Customer Care Agent
HGS - Hinduja Global Solutions
, TX
08.2022 - 12.2022
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Promptly responded to customer inquiries and resolved complaints to promote loyalty.
- De-escalated customer issues with proven conflict mediation and problem-solving abilities.
- Kept customer and system account information accurate and current to support timely resolutions for concerns.
- Interacted with customers to provide and process information in response to inquiries, concerns and requests about services and products.
- Educated customers where applicable to alleviate need for future contact.
- Maintained confidentiality on all patient record data.
- Obtained prompt payments for open bills by interacting with appropriate parties.
- Worked with [Software] to create and submit large numbers of client invoices each day.
Case Specalist
Zachary Piper LLC
El Paso, TX
12.2022 - 01.2023
- Input documentation for asylum seekers, so that they can make there travels throughout the United States.
- Developed system of organization to keep detailed client and case contact and activity records.
- Increased placement success rates by 98% through developing new systems for case service plans and reports.
- Documented and submitted updates to case records.
- Escalated complex cases to appropriate team members for timely resolution.
Bilingual Video/Internet Technician Inbound
Spectrum
El Paso, TX
02.2021 - 07.2022
- As a Bilingual Video Technician/ Internet assistant I took inbound calls for Spectrum customers that needed assistance with their cable or internet services, by providing assistance in setting up their equipment, or helping with technical issues.
- Maintained positive working relationship with fellow staff and management.
- Help to guide customers though inbound call, to repair, cabling and devices to establish, repair and improve network operations, for cable and internet needs.
Billing Specialist
Continuum Group Inc.
El Paso, TX
03.2019 - 10.2021
- Established, enforced and optimized billing policies and procedures to maximize revenue, streamline operations and minimize aging balances for Cox Communications Corp.
- Verified proper coding on more than claims per week, investigating and resolving issues to maintain billing accuracy.
- Loaded billing data into systems through data import, scanning or manual keying, to verify complete and accurate client invoice form for Cox Communication Accounts.
- Also, observed system functioning and entered commands to test different areas of operations when customers experienced technical issues.
- Identified opportunities to upsell technical products and services, boosting revenues to existing accounts, by selling cable packages, telephone, and Internet upgrades.
- Actualized strategies to continuously improve customer service, company or brand visibility and [Product or Service] provided.
- Worked with INav Portal and Microsoft office 365, and other internet sites to assess, update and optimize delivery dates for customers, and keep track of customers sales and credit information, also optimize billing experiences.
Retail Coverage Merchandiser
Dial America
El Paso, TX
11.2018 - 03.2019
- Upsold products to Homeowners for home Coverage for HomeShield on indoor outdoor piping, and Electrical components within a Homeowners Property.
- Researched and analyzed beneficial Home Coverage and investment options and made recommendations to Homeowners about different coverage plans.
- Provided quick and accurate per-word important policy information for home Coverage's to Homeowners in selected area's in the United States, and some Canadian regons. Taking in-bound calls, using computer internet system's.
Verizon Wireless Financial Services Agent
GC Services Group
El Paso, TX
10.2017 - 11.2018
- Earned reputation for good attendance and hard work.
- Handled all delegated tasks, including billing and payment arrangements,and International Data usage plans and coverages for Verizon wireless services.
- Utilized computer system, (Internet) for researching customers accounts, taking inbound sometimes out bound calls in a call center environment.
Customer Service Representative
Full Beauty Brands
El Paso, TX
02.2014 - 10.2017
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Assessed customer needs and upsold products and services to maximize Company sales.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Assisted approximately 60-80 customers each work day with Full Beauty Brand Products questions via Inbound call center handleing.
- Escalated customer concerns, store issues and inventory requirements to supervisors.
- Maintained calm, friendly demeanor with upset customers to de-escalate stressful situations.
- Educated customers on special pricing opportunities and company offerings.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
Research Assistant
ADG
El Paso, TX
02.2012 - 02.2013
- Prepared reports, presentations and articles using Microsoft Word and PowerPoint.
- Conducted qualitative and quantitative analysis on assigned data.
- Conducted surveys, interviews and experimental research to facilitate data analysis.
- Traveled to field sites to collect and record data and samples as appropriate to specific objectives of study.
- Completed documents and work requests according to company standards.
- Stayed up to date on current events, trends and political issues at local, regional, state, national and international levels.
- Collected and interpreted election results and public opinion surveys.
Cashier
Walmart
El Paso, TX, TX
07.2010 - 10.2011
- Operated cash register or POS system to receive payment by cash, check and credit card.
- Accepted cash and credit card payments, issued receipts and provided change.
- Answered customer questions and provided store information.
- Delivered high level of customer service to patrons using active listening and engagement skills.
- Helped customers find specific products, answered questions and offered product advice.
- Worked closely with front-end staff to assist customers.
- Preserved appearance of store by arranging and replenishing displays and merchandise racks.
CSR Medicare
Maximus Call Center
El Paso, TX, TX
09.2023 - Current
- Inbound call representative for Medicare Beneficiaries.
- Obtaining medical information about claims, and medical Coverage.
- Participated in team meetings or training sessions when necessary.
- Ensured compliance with applicable laws and regulations for provision of services.
- Generated reports on customer inquiries and complaints for management review.
- Handled customer inquiries and complaints in a timely manner.
Education
Associate of Arts - General Studies
El Paso Community College
El Paso, TX12.2008
Bachelor of Arts - Music Education
University of El Paso Texas
El Paso, TXSkills
- Billing dispute resolution
- Bill payment
- Check processing
- Accounts payable
- Debt management
- Technical troubleshooting
- Sales
Timeline
CSR Medicare
Maximus Call Center
09.2023 - Current
Case Specialist for Health Care Members
Avantive Solution’s
01.2023 - 07.2023
Case Specalist
Zachary Piper LLC
12.2022 - 01.2023
American Express Customer Care Agent
HGS - Hinduja Global Solutions
08.2022 - 12.2022
Bilingual Video/Internet Technician Inbound
Spectrum
02.2021 - 07.2022
Billing Specialist
Continuum Group Inc.
03.2019 - 10.2021
Retail Coverage Merchandiser
Dial America
11.2018 - 03.2019
Verizon Wireless Financial Services Agent
GC Services Group
10.2017 - 11.2018
Customer Service Representative
Full Beauty Brands
02.2014 - 10.2017
Research Assistant
ADG
02.2012 - 02.2013
Cashier
Walmart
07.2010 - 10.2011
Associate of Arts - General Studies
El Paso Community College
Bachelor of Arts - Music Education
University of El Paso Texas