Carlos Torres Becerra
Alamo
Summary
Adept at conflict resolution and customer relations, I significantly enhanced loyalty and satisfaction at Connexus Resource Group. Leveraging critical thinking and Microsoft Excel skills, I consistently exceeded performance metrics, fostering a customer-centric culture and streamlining processes for efficiency. My approach resulted in notable improvements in service delivery and team collaboration. Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Healthcare service professional with proven track record in patient communication and problem resolution. Adept at managing patient inquiries, coordinating with medical teams, and ensuring smooth service delivery. Strong focus on teamwork and adaptability, consistently achieving results even in high-pressure environments. Known for empathy, active listening, and effective conflict resolution skills.
Overview
12
12
years of professional experience
Work History
Healthcare Customer Service Representative
TTEC
08.2024 - 08.2025
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
- Enhanced patient satisfaction by efficiently addressing and resolving healthcare-related inquiries.
- Managed difficult conversations with compassion and professionalism, helping deescalate tense situations while maintaining a focus on finding resolutions.
- Increased first-call resolution rates by carefully listening to customers'' needs and providing accurate information based on their inquiries.
- Expanded knowledge on medical terminology and insurance policies through continuous learning initiatives, enhancing accuracy in communication with clients.
- Maintained accurate records of customer interactions, ensuring proper documentation within the company''s database.
- Maintained confidential patient, employee and company information in compliance with company policies and regulatory requirements.
- Developed strong relationships with clients by providing empathetic support and understanding during challenging health situations.
- Gathered information, assessed and fulfilled callers' needs and educated on important policies and procedures.
- Facilitated smooth communication between patients, insurance companies, and medical staff for seamless coordination of care.
- Expedited service times with effective triage of incoming calls, directing patients to the correct department or resource.
- Delivered exceptional support during high call volume periods by maintaining composure and professionalism under pressure.
- Promoted a positive work environment through active participation in team meetings and contributing ideas for organizational success.
- Collaborated with team members to identify areas for improvement in customer service processes, implementing changes as needed.
- Stayed calm under pressure to and successfully dealt with difficult situations.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Met customer call guidelines for service levels, handle time and productivity.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Responded proactively and positively to rapid change.
- Investigated and resolved customer inquiries and complaints quickly.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Maintained up-to-date knowledge of product and service changes.
Customer Service Representative
Connexus Resource Group
10.2023 - 06.2024
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Processed customer service orders promptly to increase customer satisfaction.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Fostered a customer-centric culture within the team by consistently reinforcing the importance of empathy, understanding, and patience in all interactions with clients.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Improved communication between departments by facilitating interdepartmental meetings focused on problem-solving strategies for common issues affecting customers'' experiences.
- Conducted training sessions for Customer Service Representatives on various aspects of the job including soft skills development, product knowledge enhancement, and procedural updates.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered prompt service to prioritize customer needs.
Adult In Home Caregiver
Golden Years LLC
02.2020 - 12.2022
- Ensured a safe and clean home environment by performing light housekeeping tasks such as laundry, vacuuming, and dusting.
- Provided patients with assistance in completing daily tasks, reducing daily burden on family members.
- Traveled to clients' homes to complete healthcare services and promote continuity of care.
- Contributed to an overall positive caregiving experience by offering emotional support during challenging or difficult times.
- Assisted patients with handling daily chores and errands by transporting to appointments, cleaning personal spaces, and purchasing supplies.
- Enhanced quality of life for clients through attentive assistance with daily activities, including bathing, dressing, and grooming.
- Assisted with meal planning and preparation while considering dietary restrictions and nutritional requirements for each client.
- Cooked tasty, nourishing meals for patients to promote better nutrition.
- Improved client well-being by providing personalized and compassionate in-home care services.
- Administered medication as directed by physician.
- Monitored progress and documented patient health status changes to keep care team updated.
- Maintained client confidentiality at all times, ensuring sensitive information was secure and only shared with authorized personnel.
- Coordinated daily medicine schedules and administration to help clients address symptoms and enhance quality of life.
- Provided transportation and appointments management.
- Developed strong rapport with clients by demonstrating active listening skills and exhibiting genuine empathy toward their needs or concerns.
- Promoted client independence by encouraging participation in self-care tasks and engaging in stimulating conversations.
- Delivered timely transportation services for medical appointments, grocery shopping, social events, or other necessary errands.
- Interacted kindly with patients and families and displayed positive, outgoing attitude, resulting in establishment of long-term, professional relationships.
Forklift Operator
Budweiser
01.2014 - 01.2020
- Safely loaded and unloaded trucks using appropriate forklift attachments, reducing the risk of accidents or injuries.
- Kept warehouse clean and organized by removing debris and returning unused pallets to designated areas.
- Improved warehouse efficiency by skillfully operating forklifts to move, locate, and stack materials.
- Wrapped pallets in plastic wrap and attached merchandise tags to prepare for shipping.
- Unloaded materials and goods at designated locations for best project availability.
Education
GED -
The University of Texas Rio Grande Valley
05.2015
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Data Entry
- Customer Relations
- Problem Resolution
- Call center experience
- Conflict Resolution
- Money handling abilities
- Complaint Handling
- Microsoft Excel
- Complaint resolution
- Payment Processing
- Client Relations
- Professional telephone demeanor
- Microsoft Outlook
- Follow-up skills
- Product Knowledge
- Order Processing
- Building rapport
- Stress tolerance
- Empathy and patience
- Healthcare industry
- Patient eligibility verification
- Record maintenance
- Strong interpersonal skills
- Multitasking and organization
- Problem-solving
- Quality assurance
- Team collaboration
- Relationship building
- Information collection
- Friendly and outgoing
- Customer follow-up
- Verbal and written communication
- Electronic health records
- Conflict resolution
- Intake assessment
- Records maintenance
- Patient identity verification
- Calm and professional under pressure
- Work prioritization
- Computer skills
- De-escalation techniques
- Call documentation
- Understanding customer needs
- MS office
- Call metrics
- Following scripts
- Remote office availability
- Document and records management
Languages
Spanish
Native or Bilingual
Timeline
Healthcare Customer Service Representative
TTEC
08.2024 - 08.2025
Customer Service Representative
Connexus Resource Group
10.2023 - 06.2024
Adult In Home Caregiver
Golden Years LLC
02.2020 - 12.2022
Forklift Operator
Budweiser
01.2014 - 01.2020
GED -
The University of Texas Rio Grande Valley
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