Isabel Soria
San Antonio
Summary
Highly adaptable individual bringing 20 years of experience in customer service roles. Motivated professional with well-developed skills in task prioritization and team leadership. Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.
Overview
8
8
years of professional experience
Work History
Patient Access Representative Senior
Christus Health
San Antonio, TX
05.2025 - Current
- Managed patient registration processes, ensuring accuracy and efficiency in data entry.
- Coordinated insurance verification procedures to collect payments of deductible, copay and insurance.
- Ensured compliance with HIPAA regulations to maintain confidentiality of sensitive patient information during all interactions.
- Stayed calm under pressure to and successfully dealt with difficult situations.
- Provided excellent customer service through active listening skills, understanding patient needs, and offering tailored solutions where applicable.
ES Call Center Supervisor
Maximus Inc.
San Antonio, TX
10.2023 - Current
- Developed and implemented customer service policies and procedures.
- Provided guidance, training, coaching and mentoring to call center team members.
- Conducted performance reviews of call center staff and documented results.
- Analyzed customer feedback data to identify trends in customer service issues.
- Implemented strategies to improve customer satisfaction levels.
- Performed root cause analysis to identify opportunities for improvement in operations.
- Directed and supervised team of 18 employees in daily operations.
- Monitored employee metrics on a regular basis to identify areas of improvement.
Specialized Escalation Unit
Maximus Inc
San Antonio, TX
03.2021 - 10.2023
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Answered inbound calls, chats and emails to facilitate customer service.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
Customer Service Representative
Qualfon Call Center
San Antonio, TX
01.2020 - 05.2020
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Answered inbound calls, chats and emails to facilitate customer service.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
Store Manager
7 Eleven Gas Station
San Antonio, TX
12.2017 - 12.2019
- Trained and mentored associates to teach daily tasks and procedures.
- Balanced sales, reconciled cash and made bank deposits to facilitate opening and closing duties.
- Managed inventory tracking and physical inventory counts to minimize loss.
- Completed thorough opening, closing and shift change functions to maintain operational standards each day.
- Monitored employee performance and identified performance gaps for corrective action.
- Prepared weekly schedules to verify proper floor coverage within fiscal guidelines.
- Oversaw inventory management through cycle counts, audits and shrinkage control.
- Updated and maintained store signage and displays.
Education
GED/Bussiness Management
Amarillo College
Amarillo, TX08.2012
No Degree - Medical Billing And Coding
Alamo College
San Antonio, TX03-2026
Skills
- Relationship Building
- Lesson Planning
- Curriculum Development
- Instructional Materials Creation
- Verbal and Written Communication
- Positive Learning Environment
- Microsoft Office
- Problem-Solving
- Positive Reinforcement
- HIPAA compliance
- Customer service
- Phone and email etiquette
Timeline
Patient Access Representative Senior
Christus Health
05.2025 - Current
ES Call Center Supervisor
Maximus Inc.
10.2023 - Current
Specialized Escalation Unit
Maximus Inc
03.2021 - 10.2023
Customer Service Representative
Qualfon Call Center
01.2020 - 05.2020
Store Manager
7 Eleven Gas Station
12.2017 - 12.2019
GED/Bussiness Management
Amarillo College
No Degree - Medical Billing And Coding
Alamo College