Gladis Porras
Bethany,OK
Summary
- Dedicated professional with strong problem resolution skills in call center environments. Proven track record of enhancing customer satisfaction through effective communication and attention to detail.
- Knowledgeable supervisor and advocate background in customer service and data entry. Proven ability to handle customer inquiries and resolve issues efficiently, enhancing client satisfaction. Demonstrated strong communication and problem-solving skills in fast-paced environments.
- Experienced with customer service operations, ensuring smooth and efficient interactions. Utilizes strong communication skills to resolve client concerns and build rapport. Track record of meeting customer needs through effective problem-solving and attention to detail.
- Professional with strong background in customer service, adept at handling client inquiries and resolving issues efficiently. Skilled in communication, problem-solving, and conflict resolution, consistently ensuring customer satisfaction. Highly adaptable, team-oriented, and results-driven, excelling in fast-paced, dynamic environments. Passionate about fostering positive customer experiences and contributing to team success.
Overview
13
13
years of professional experience
Work History
Customer Service Advocate
Pyramid Consulting Inc
Oklahoma City, OK
11.2025 - 01.2026
- Inbound call center, cross trained for both member and providers.
- Checked member eligibility
- Assisted members with navigating Oklahoma Complete Health website.
- Reviewed medical claims
- Documented interactions in Omni system, ensuring accurate record-keeping for future reference.
- Enhanced customer satisfaction by promptly addressing and resolving inquiries and issues.
- Increased customer retention by offering personalized solutions and building rapport through empathetic listening.
- Met customer call guidelines for service levels, handle time and productivity.
Patient Account Representative
OU Medical
Oklahoma City, OK
06.2025 - 08.2025
- Coordinated with insurance providers to verify coverage details and resolve discrepancies.
- Assisted patients in understanding their financial responsibilities and payment options.
- Collaborated with team members to streamline workflows and enhance service delivery.
- Utilized electronic health record systems to update patient information and track account status.
- Posted payments and processed refunds.
- Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff.
- Utilized office management software to record and track customer information.
Customer Service Representative
Consumer Cellular
Oklahoma City, OK
07.2024 - 07.2025
- Assisted customers with inquiries regarding products and services, ensuring prompt resolution of issues.
- Utilized CRM systems to track customer interactions and maintain accurate service records.
- Educated customers on product features, benefits, and usage to enhance satisfaction and retention.
- Responded to customer feedback, implementing suggestions that improved service delivery quality.
- 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.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
Patient Access Representative II
Mercy Health
Oklahoma City, OK
08.2023 - 06.2024
- Inbound call center
- Verified insurance eligibility and benefits for patient accounts accurately.
- Managed appointment scheduling, optimizing provider availability and patient access.
- Assisted in resolving patient inquiries and concerns effectively and promptly.
- Maintained up-to-date knowledge of healthcare regulations and compliance standards.
- Utilized electronic health record systems to document patient interactions securely.
- Ensured compliance with HIPAA regulations to maintain confidentiality of sensitive patient information during all interactions.
- Adapted quickly to changing demands within the healthcare environment, demonstrating flexibility and a strong commitment to quality patient care.
- Provided excellent customer service through active listening skills, understanding patient needs, and offering tailored solutions where applicable.
Sr. Patient Account Representative
OU Health
Oklahoma City, OK
10.2022 - 05.2023
- Inbound Call Center
- Scheduled appointments for patients, efficiently managing the appointment calendar.
- Answered phone calls and address patient inquiries with professionalism and accuracy .
- Maintained patient records by accurately updating personal information, medical history and insurance details.
- Assisted with administrative tasks such as filing documents , organizing paperwork and maintain office supplies inventory.
- Resolved scheduling conflicts or issues promptly to minimize disruptions in patients care.
Claims Adjuster
TTEC
Oklahoma City, OK
05.2022 - 10.2022
- Analyzed documentation such as police reports, medical records, and repair estimates to assess damages and determine appropriate compensation.
- Utilized computer software systems to document claim activities, update status reports, and generate correspondence.
- Provided exceptional customer service by promptly responding to inquiries from policyholders regarding their claims.
- Determined coverage limits based on policy terms ad conditions for property damage or theft claims.
Supervisor
R1RCM
Oklahoma City, OK
06.2015 - 04.2022
- Inbound call center
- Supervised daily operations of call center, ensuring compliance with quality standards.
- Trained and mentored team members on effective communication techniques and customer service skills.
- Implemented process improvements to enhance call handling efficiency and customer satisfaction rates.
- Conducted performance evaluations, providing constructive feedback to drive individual and team growth.
- Analyzed call metrics to identify trends and develop strategies for operational enhancements.
- Coordinated scheduling and resource allocation to optimize staff coverage during peak hours.
- Resolved escalated customer issues, maintaining high levels of client retention and loyalty.
- Collaborated with cross-functional teams to align service delivery goals with overall business objectives.
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Trained team members on performance metrics and consumer behavior identification.
- Enhanced team performance with consistent coaching, feedback, and development opportunities.
- Maintained open lines of communication between management and staff, fostering a transparent workplace culture that encouraged collaboration and innovation.
- Promoted employee engagement by recognizing outstanding performance and rewarding top performers accordingly.
- Initiated regular team meetings to discuss challenges and share best practices, fostering culture of continuous improvement.
Supervisor
EA Pando Communications
Oklahoma City, OK
05.2013 - 09.2014
- Counted tills for beginning of shift with start money and balanced and reconciled register at the end of shift.
- Handled customer complaints and concerns and escalated to direct supervisor for quick resolution.
- Supported front end procedures to keep items well-stocked to prevent shrinkage.
- Assisted management with developing and managing employee improvement strategies to encourage exceptional performance from all staff.
- Authorized discounts and special actions to resolve customer disputes and maintain satisfaction.
- Developed training and mentoring procedures to keep team member performance strong and optimized for store needs.
- Trained new team members in cash register operation, stock procedures and customer service.
- Counted and balanced cashier drawers.
- Managed cashier shifts and breaks.
Education
Associate of Science - Nursing
Oklahoma City Community College
Oklahoma City, OK05-2027
High School Diploma -
Capitol Hill Highschool
Oklahoma City05-2013
Skills
- Training coordination
- Reporting skills
- Miscrosoft Excel /Office expertise
- Customer service
- Organization
- Team management
- Problem resolution
- Supervision
- Medical billing
- Insurance billing
- Payment processing
- HIPAA understanding
Languages
English
Native or Bilingual
Spanish
Native or Bilingual