Fior Torres

• Utilize the Case Management approach when resolving consumer problems efficiently.

• Receive appreciation from multiple consumers for providing effective assistance.

• Maintain up-to-date knowledge of programs and systems.

• Achieve a Quality Assurance (QA) score above 91%.

• Resolve customer complaints promptly and efficiently. Scheduled telehealth and in-person evaluations, tracked and documented inquiries in Maxeb.

• Assist Spanish-speaking consumers.

• Foster strong customer relationships, monitoring their engagement, and progress.

• Assist Call Center Operations and other departments, as determined by project management, to meet business needs.

• Conduct shadowing and training activities with new hires.

· Managed a busy Patient Relations Department, assisting 100-150 patients per day.

· Collaborated with supervisor on improving the online self-service portal.

· Trained Patient Relations personnel from hospitals throughout the borough.

• Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
• Coordinated and planned events such as baptisms, weddings, and other gatherings.
• Scheduled and attended board meetings, recording accurate minutes as per Pastor's instructions.
• Designed bulletins using Microsoft Publisher.
• Proficient in accounting, prepared and processed weekly payroll.