Freddy Quiros
Newton,NC
Summary
Skilled in Call Center Quality Analysis, offering a solid understanding of quality control standards within the customer service field. Demonstrated abilities in monitoring call center interactions and providing constructive feedback to improve customer experience. Proficient in using data-driven techniques to develop strategies that enhance team performance and increase customer satisfaction. Previous roles consistently resulted in improved efficiency and higher quality of service delivered by the teams supervised.
Overview
14
14
years of professional experience
Work History
Bilingual Customer Service Representative
Duke Energy
Charlotte, NC
06.2025 - Current
- Resolved customer inquiries in both English and Spanish, enhancing communication and satisfaction.
- Utilized CRM software to track service requests and ensure timely resolutions.
- Educated customers on energy conservation programs, promoting sustainable practices and efficiency.
- Collaborated with cross-functional teams to streamline processes, improving overall customer experience.
- Assisted customers with Spanish-language inquiries in a timely and professional manner.
- Managed high-volume inbound calls, effectively prioritizing issues to ensure swift resolution and minimize hold times for customers.
- Enhanced customer satisfaction by addressing and resolving complex inquiries in both English and Spanish languages.
- Maintained high levels of customer satisfaction through empathetic listening, timely problem resolution, and personalized attention.
Sr Bus Opps Coord/Call Center Quality Analyst
Optum
Charlotte , NC
07.2018 - 05.2025
- Evaluated inbound and outbound call center calls in order to ensure program guidelines are adhered to for compliance.
- Manage reporting, documentation accuracy and call quality performance.
- Monitor telephony platform metrics for each associate.
- Compiled and distributed weekly feedback to team leaders and managers to improve overall quality and reduce defects.
- Provided coaching and guidance to call center representatives as needed.
- Participated in weekly meetings with the leadership team to discuss quality assurance initiatives.
- Managed time effectively to ensure tasks were completed on schedule and deadlines were met.
- Assisted in developing and implementing call center procedures and protocols.
- Participated in rebuttal program and reviewed disputed calls to ensure accuracy of audit.
Eligibility Specialist
Westmed Medical Group
Charlotte , NC
04.2017 - 07.2018
- Reviewed insurance eligibility for upcoming appointments.
- Utilized multiple insurance programs to verify coverage.
- Called patient's prior to appointment date and obtain/update insurance information.
- Document patient demographics and insurance Information into centricity system.
- Complete benefits check by contacting insurance.
- Attended regular training sessions to stay up-to-date on new rules and regulations.
- Collaborated closely with team members to achieve project objectives and meet deadlines.
- Worked effectively in team environments to make the workplace more productive.
Contact Center Representative
Westmed Medical Group
Charlotte , NC
04.2015 - 04.2017
- Answered inbound customer inquiries via phone addressing scheduling inquiries and Rx refill request.
- Documented patient notes into applications and updated patient demograhics/insurance.
- Attended regular training sessions on relevant topics to stay updated with industry trends.
- Resolved customer complaints in a professional manner.
- Engaged actively with callers, confirming or clarifying information and diffusing anger.
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
- Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
- Updated customer accounts, addresses and contact information within call management databases.
- Navigated through computer systems to review information and respond appropriately to callers.
Bilingual Customer Service Representative
Convergys
Charlotte , NC
09.2012 - 10.2014
- Answered inbound calls via phone and assisted callers with directions and emergency services.
- Assisted with roadside assistance and contacting emergency services.
- Educated customers on how best utilize their purchased products or services.
- Responded to customer inquiries in both English and Spanish languages, providing accurate information about products and services.
- Resolved customer complaints in a professional manner while adhering to corporate policies and procedures.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
Education
GED -
Central Piedmont Community College
Charlotte, NC11-2011
Skills
Quality assurance
Data analysis
Compliance evaluation
Root cause analysis
Call monitoring
Customer service
Problem solving
Active listening
Problem-solving
Employee coaching
Trend identification
Knowledge of medical terminology
Microsoft office
CxOne, EPIC, EQT, Zingtree, Centricity, MS4, Athena, EMR,efr, NICE and allscripts
Data entry
Languages
Spanish
Professional
Timeline
Bilingual Customer Service Representative
Duke Energy
06.2025 - Current
Sr Bus Opps Coord/Call Center Quality Analyst
Optum
07.2018 - 05.2025
Eligibility Specialist
Westmed Medical Group
04.2017 - 07.2018
Contact Center Representative
Westmed Medical Group
04.2015 - 04.2017
Bilingual Customer Service Representative
Convergys
09.2012 - 10.2014
GED -
Central Piedmont Community College