Glenda Flores
Philadelphia,United States
Summary
Data Entry Clerk and Customer Service Advocate with 17+ years of experience supporting customers in high-volume, detail-driven environments. Strengthen customer satisfaction through clear communication, accurate documentation, and process improvements, including a 30% increase in response efficiency. Known for protecting sensitive information, maintaining strict compliance, and optimizing procedures and onboarding to support seamless operations and consistent service quality.
Overview
24
24
years of professional experience
Work History
Customer Service Advocate
Longevity Pension Company
06.2024
- Facilitated customer support for pension inquiries, account updates, and document processing via phone, email, and chat. Ensured accuracy in customer records and compliance with financial regulations during high-volume data entry. Enhanced response efficiency by 30% through streamlined data entry and tracking systems.
- Delivered timely support, boosting customer satisfaction.
- Maintained precise documentation for pension disbursements and policy changes.
- Collaborated with teams to optimise processes and reduce errors.
Data Entry Specialist
La Fortaleza Physical Rehabilitation
10.2023 - 06.2024
- Oversaw appointment scheduling, data entry, and insurance verification to optimise patient flow. Facilitated communication by translating documents for bilingual clients, increasing accessibility. Maintained accurate records and organised patient files, improving administrative efficiency.
- Streamlined data entry processes, reducing errors.
- Enhanced patient experience through effective communication.
- Improved record-keeping efficiency by implementing new filing system.
Customer Service Representative
Health Partners
09.2021 - 10.2023
- Delivered customer support through email, chat, and phone for Medicare inquiries and claims. Managed high-volume data entry, ensuring accuracy and compliance. Maintained HIPAA compliance while handling sensitive patient and insurance data.
- Streamlined information retrieval, reducing call handling time by 20%.
- Updated records accurately to support operational efficiency.
- Assisted in training new team members on compliance protocols.
Intake Specialist
Temple Hospital
10.2016 - 09.2021
- Managed multiple communication channels to assist patients and direct inquiries to appropriate departments. Documented call interactions, emergency responses, and scheduling requests within hospital systems. Enhanced response time by 25% through efficient call routing and data tracking procedures.
- Streamlined patient inquiries for improved service delivery.
- Facilitated communication between departments to ensure seamless operations.
- Trained new staff on intake protocols and system usage.
Police Records Clerk
Philadelphia Police Department Headquarters
Philadelphia, PA
01.2000 - 06.2013
- Assisted in responding to public inquiries regarding incident reports and documentation.
- Processed and maintained police records using database management systems.
- Ensured accuracy and completeness of records for legal compliance and retrieval.
- Collaborated with law enforcement personnel to streamline record-keeping processes.
- Trained new staff on procedures for processing records and handling requests.
- Reviewed and updated existing records for accuracy and relevance regularly.
- Coordinated with external agencies to facilitate information sharing and reporting needs.
- Maintained strict confidentiality standards with sensitive information in compliance with federal and state regulations.
- Enhanced data accuracy through meticulous entry, proofreading, and cross-referencing of police reports.
Education
High School Diploma - undefined
Medical Office Management
Thompson Institute
Philadelphia, PA03.1997
Skills
Customer Support Expert
Data Entry Expert
CRM Software Expert
Insurance Verification Expert
HIPAA Compliance Expert
Effective Communication Expert
Epic Expert
LANGUAGES
Spanish Highly proficient
Timeline
Customer Service Advocate
Longevity Pension Company
06.2024
Data Entry Specialist
La Fortaleza Physical Rehabilitation
10.2023 - 06.2024
Customer Service Representative
Health Partners
09.2021 - 10.2023
Intake Specialist
Temple Hospital
10.2016 - 09.2021
Police Records Clerk
Philadelphia Police Department Headquarters
01.2000 - 06.2013
High School Diploma - undefined
Medical Office Management
Thompson Institute