Julia Torres

Before becoming a team lead, I Manage high-volume inbound and outbound telephone communications. I resolved complex billing inquiries, coverage, claims processing, and benefit coordination with professionalism and empathy to customers, carriers and pharmacies. I de-escalated high-stress customer situations successfully by practicing active listening, critical problem-solving, and conflict-resolution strategies. Utilized the given software, internal databases, and multi-screen configurations to accurately document interactions and research real-time policy data all while consistently maintaining top-tier metrics for claim collected, quality assurance, and call handling times.

As a Team Lead I served as a primary escalation point. I Demonstrates leadership by onboarding, mentoring, and guiding other associates with corporate protocols on customer service expectations, communication etiquette, and system navigation. I taught them to collaborate with cross-functional departments and recommended workflow adjustments that improved the team’s efficiency and adherence to regulatory compliance. Established and managed performance tracking systems in Microsoft Excel, architecting dynamic spreadsheets and formulas to centralize and analyze key performance metrics across multiple departments. Identified performance trends and targeted performance gaps among associates, designing and implementing tailored constructive coaching plans to assist team members when metrics are not being met. Conducted regular one-on-one performance reviews and coaching sessions, that reinforced skillbuilding, compliance requirements, and individual path-to-resolution strategies.