ISABEL REYES
Temple Terrace,FL
Summary
Dedicated, creative customer service professional with 30 years of service. Six Sigma White Belt certified and highly skilled in all phases of operations including multitasking, project management, and data business. Team oriented with interpersonal skills and fluent in Spanish.
Overview
28
28
years of professional experience
Work History
Quality Assurance Analyst
Molina Healthcare
12.2021 - 08.2023
- Used quality monitoring system to compile and track individual and team performance
- Communicated regularly with management to discuss quality trends
- Set and achieved product quality objectives while meeting product specifications
- Maintained self-study program to enhance QA knowledge and skills
- Worked with Agile and Scrum methodologies to accomplish project milestones and meet demanding timelines.
- Supported company in maintaining work environment focused on quality, communication, collaboration, integration, and teamwork.
- Mentored and coached team members on QA topics and strategies.
- Fixed identified issues to improve workflows.
- Created and achieved product quality objectives and met product specifications.
- Participated in requirements and used case reviews.
- Organized and maintained work environment to allow for maximum productivity.
Quality Assurance Analyst
US Bank
08.2020 - 06.2021
- Monitored Customer Service Agents' calls for tracking and reporting accuracy.
- Communicated regularly with management to discuss quality trends.
- Maintained policy, procedures, work instructions and projects for quality and continuous improvement agendas.
- Set and achieved product quality objectives while meeting products specifications.
- Conducted internal audits to measure adherence to established QA standards.
- Mentored and coached team members on QA topics and strategies.
Quality Assurance Analyst
PHEAA
06.2019 - 06.2020
- Set and achieved product quality objectives while meeting product specifications.
- Recommended improvements to systems and procedures for increased productivity.
- Analyzed project requirements to find bugs and eliminate issues.
- Constructed tools for auditing teams to complete compliance assessments.
- Informed internal and external outcomes of quality activities to Personnel.
- Promoted company in maintaining work environment focused on quality, communication, collaboration, integration, and teamwork.
- Mentored and coached team members on QA topics and strategies
- Adhered to standardized software quality assurance best practices, policies and processes.
- Reported progress, agents' metrics and results to Team Leads and Supervisors.
Customer Service Associate
PHEAA
05.2018 - 06.2019
- Supported customer service goals and enhanced relations through friendly, knowledgeable, and positive communication.
- Supported company and clients, including addressing inquiries, resolving issues, and managing customer relations.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Consulted with customers to determine best methods to resolve service and billing issues.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Set up and activated customer accounts to maintain QA satisfaction levels.
- Offered advice and assistance to customers, paying attention to special needs or wants
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Customer Service Representative
HealthPlan Services
10.2014 - 05.2018
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Answered 100+ inbound calls per day and directed to designated individuals or departments.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Reviewed account and service histories to identify trends and issues.
- Fielded customer complaints and queries, fast-tracking them for problem resolution.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
Research Specialist
General Electric
01.2001 - 01.2009
- Responsible for working as mediator between client/customer by resolving multi-complex credit issues.
- Achieved 95% success rate in reducing defects by managing workflow to meet compliance guidelines set by GEMB and Federal Government
- Streamlined process, resulting in increased overall department productivity.
- Played instrumental part by providing feedback and improving customer dispute process.
- Reduced open work cases and improved issue identification skills and increased first call resolution by developing Launch and Learn classes to educate customer service representatives to ask fact-finding questions.
- Enhanced teamwork by implementing 360 “Rate your manager” survey
- Coached and advised new associate hires on Resolution Services inquires
- Recommended improvements to systems and procedures for increased productivity.
Customer Service Representative
JCPenney
01.1996 - 01.2001
- Responsible for handling high volume telephone calls for credit card portfolio while providing complete and accurate solutions.
- Ranked #1 by exceeding call quality matrix in entire region.
- Promoted excellent customer relations by responding effectively to customer inquiries.
- Adapted quickly and complied with ongoing system enhancement, policy, and procedure changes.
- Consistently put in extra time during peak season to ensure customer service matrixes were met.
- Provided Spanish translation services on written and verbal communication for customer/client and staff.
- Selected to participate in hiring process and interviewed potential new customer service representative.
- Handled customer inquiries and suggestions courteously and professionally.
- Answered customer telephone calls promptly to avoid on-hold wait times
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor
Education
Associate degree - Liberal Arts And General Studies
Hillsborough Community College
Tampa, FL05.2014
High School Diploma - undefined
Roosevelt High School
Chicago, IL06.1986
Skills
- Collaboration
- Inspections and audits
- Problem resolution
- Compliance standards
- Staff mentoring
- Troubleshooting
- Quality Assurance
- Peer Relationships
- Methodology Integration
- Call Monitoring
- Organizing and Prioritizing
- Mentoring
Timeline
Quality Assurance Analyst
Molina Healthcare
12.2021 - 08.2023
Quality Assurance Analyst
US Bank
08.2020 - 06.2021
Quality Assurance Analyst
PHEAA
06.2019 - 06.2020
Customer Service Associate
PHEAA
05.2018 - 06.2019
Customer Service Representative
HealthPlan Services
10.2014 - 05.2018
Research Specialist
General Electric
01.2001 - 01.2009
Customer Service Representative
JCPenney
01.1996 - 01.2001
Associate degree - Liberal Arts And General Studies
Hillsborough Community College
High School Diploma - undefined
Roosevelt High School
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