CHELSEA TORRES
Tivly
Quinton,OK
17
years of professional experience
Results-driven professional with over 10 years of experience in multi-site call center management, sales, and process optimization. Recognized for exceptional attention to detail and a strong ability to enhance customer retention through strategic business planning and effective vendor sourcing. Committed to leveraging expertise to drive operational excellence and contribute to organizational goals. Proven track record of success in customer service roles.
Work History
Customer Service Representative
9 Months- Managed inbound customer inquiries, delivering accurate support across account, billing, and service questions.
- Resolved complex issues through CRM documentation, follow-up coordination, and timely case escalation.
- Supported quote and policy workflows by verifying customer details and maintaining complete records.
- Prioritized high-volume queues while maintaining consistent service quality and professional communication.
- Responded to customer requests for products, services, and company information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
Licenced Health Insurance Agent
1 Year 5 Months- Guided clients in selecting appropriate health insurance plans
- Inbound and Outbound Health Insurance Sales
- Guided clients in selecting suitable MAPD plans, ensuring comprehensive coverage tailored to their needs
- Review insurance policy terms to determine whether a particular loss is covered by insurance
- Solicit sales of new or additional services or products
- Proactively solicited sales of additional services or products, contributing to overall revenue growth
- Resolved customer service and billing complaints through effective exchanges, refunds, and adjustments, enhancing customer satisfaction
- Documented customer interactions and transactions, including inquiries, complaints, and comments.
- Order tests that could determine the causes of product malfunctions
- Leveraged technology to enhance productivity and streamline tasks
Customer Service Advocate
1 Year 5 Months- Compare disputed merchandise with original requisitions and information from invoices and prepare invoices for returned
- Review insurance policy terms to determine whether a particular loss is covered by insurance
- Order tests that could determine the causes of product malfunctions
- Solicit sales of new or additional services or products
- Determine charges for services requested, collect deposits or payments, or arrange for billing
- Complete contract forms, prepare change of address records, or issue service discontinuance orders, using computers
- Resolved service and billing complaints through merchandise exchanges, refunds, and bill adjustments, enhancing customer satisfaction
- Documented customer interactions and transactions, capturing details of inquiries and complaints, along with actions taken.
- Check to ensure that appropriate changes were made to resolve customers' problems
- Refer unresolved customer grievances to designated departments for further investigation
- Obtain and examine all relevant information to assess validity of complaints and to determine possible causes, such as extreme weather conditions that could increase utility bills
- Recommended product, packaging, shipping, service, or billing improvements to prevent future issues and enhance customer experience
- Contacted customers to respond to inquiries and notify them of claim investigation results or planned adjustments, ensuring clear communication
- Facilitated communication with outside parties to enhance collaboration
- Utilized computer software to perform daily tasks
- Evaluated materials for quality and compliance with standards
- Oversaw processes and materials to ensure operational efficiency
- Mentored colleagues to improve performance and achieve goals
- Collaborated with team members to streamline communication
- Experience with: Zoom, Voice over internet protocol VoIP system software, Microsoft Teams, Microsoft SharePoint, Microsoft OneNote, GroupMe, Microsoft Excel, Microsoft Outlook, Microsoft Word
Stay at Home Mom
6 Years 3 Months- Managed the household and provided full-time care for my children.
- Managed household schedules, appointments, and daily routines with consistent organization and flexibility.
- Coordinated family logistics, including transportation, meal planning, and activity calendars.
- Oversaw budgeting, grocery planning, and household purchasing to maintain financial control.
Outbound Call Center Agent
1 Year 11 Months- Addressed customers courteously, employing effective problem-solving skills to resolve inquiries.
- Delivered prepared sales talks, reading from scripts that described products and services, to persuade potential customers to purchase products and service and to make donations.
- Engaged regular and prospective customers to demonstrate products, clarify features, and solicit orders.
- Identified prospective customers by using business directories and following leads from existing clients.
- Delivered sales presentations using scripts to effectively persuade potential customers to purchase products and services or make donations.
- Maintained records of contacts, accounts and orders.
Student
1 Year 11 Months- Transitioned to a new state while completing my degree.
- Balanced coursework, assignments, and deadlines with consistent attention to accuracy.
- Researched topics thoroughly to support essays, projects, and classroom discussions.
- Collaborated with peers on group assignments, sharing ideas and completing tasks reliably.
Receptionist/Administrative Assistant
1 Year 9 Months- Coordinated equipment maintenance and repairs to ensure uninterrupted office productivity
- Coordinated travel arrangements and reconciled expense reports for accurate financial tracking
- Used Microsoft Office Suite to create and revise documents and presentations
- Maintained files on current and potential customers, providing yearly review to identify retention opportunities
- Screened and directed incoming telephone calls to relevant personnel
Education
Associate of Science - Medical Billing And Coding
High School or Equivalent - High School
Skills
Complex Problem Solving
Customer Account Management
Time Management
Troubleshooting
Persuasion
Team Collaboration
Patient Focused
Speaking
Writing
Issue Resolution
Customer service
Active listening
Critical thinking
Data entry
Timeline
Customer Service Representative
Tivly
01.2026 - CurrentRead More
Licenced Health Insurance Agent
Bloom Insurance Agency, LLC
07.2024 - 12.2025Read More
Customer Service Advocate
Concentrix
01.2021 - 06.2022Read More
Stay at Home Mom
Self-employeed
01.2015 - 04.2021Read More
Outbound Call Center Agent
GC Services
02.2013 - 01.2015Read More
Student
Student
03.2011 - 02.2013Read More
Receptionist/Administrative Assistant
Torres Painting
05.2009 - 02.2011Read More
Capitol Hill High School
High School or Equivalent from High School
Read More
Ultimate Medical Academy
Associate of Science from Medical Billing And Coding
Read More