Julianna Torres
Los Lunas,NM
Summary
Detail-oriented Tech Support Senior Advisor II skilled in developing client relationships and improving service processes. Proven ability to resolve inquiries efficiently, enhancing customer experience and satisfaction. Tech-savvy innovator with hands-on experience in emerging technologies and passion for continuous improvement. Skilled in identifying opportunities for technological enhancements and implementing effective solutions. Adept at leveraging new tools and methods to solve problems and enhance productivity. Excels in adapting to fast-paced environments and driving technological advancements.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Tech Support Senior Advisor II
Concentrix
Farmington Hills, MI
03.2019 - 09.2025
- Enhanced client relationships by providing strategic advice and guidance on industry trends and best practices.
- Developed a strong understanding of emerging trends and technologies in the industry, enabling informed decision-making on potential investments or strategic partnerships.
- Resolved customer inquiries through phone and email, ensuring high satisfaction levels.
- Trained new team members on systems and best practices for customer interactions.
- Collaborated with cross-functional teams to address complex customer issues effectively.
- Implemented feedback mechanisms to continuously improve service delivery processes.
- Enhanced customer satisfaction by addressing and resolving inbound calls and inquiries in a timely manner.
- Resolved complaints to satisfy customers and encourage future transactions.
- Improved first-call resolution rates by efficiently managing customer issues and complaints.
- Achieved personal performance goals consistently throughout tenure as an Inbound Customer Service Representative.
- Met customer call guidelines for service levels, handle time and productivity.
- Maintained up-to-date knowledge of product and service changes.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Educated customers about billing, payment processing and support policies and procedures.
- Investigated and resolved accounting, service and delivery concerns.
- Identified and resolved discrepancies and errors in customer accounts.
- Increased patient satisfaction by promptly resolving billing disputes and payment issues.
- Resolved critical defects by troubleshooting software issues and implementing robust solutions quickly.
- Enhanced system functionality by identifying and troubleshooting software issues.
- Resolved technical issues by troubleshooting software programs and hardware devices as required.
Work Study
Jazz for Health
Albuquerque, NM
08.2016 - 08.2018
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Passionate about learning and committed to continual improvement.
- Managed time efficiently in order to complete all tasks within deadlines.
- Organized and detail-oriented with a strong work ethic.
- Paid attention to detail while completing assignments.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Demonstrated strong organizational and time management skills while managing multiple projects.
- Processed insurance claims efficiently, ensuring accuracy and compliance with regulatory standards.
- Reviewed and reconciled billing statements, identifying discrepancies for prompt resolution.
- Managed time effectively, consistently meeting deadlines for submitting claims within designated filing windows.
- Used data entry skills to accurately document and input statements.
- Audited and corrected billing and posting documents for accuracy.
- Collaborated with cross-functional teams to align financial reporting with operational goals.
- Utilized Microsoft Excel, QuickBooks and Oracle software to manage invoices and payments.
- Handled day-to-day accounting processes to drive financial accuracy.
- Optimized billing procedures by accurately submitting insurance claims and managing accounts receivable tasks diligently.
- Assisted with accounts receivable management, tracking outstanding payments and following up as needed.
- Maintained organized records using spreadsheet software to enhance data retrieval efficiency.
- Implemented document management systems to improve data accessibility.
- Ensured accurate record-keeping with diligent data entry and database management for vital company information.
Customer Service Representative/Back Office Specialist
Sitel
Albuquerque, NM
02.2009 - 04.2017
- Resolved customer inquiries using CRM software, enhancing satisfaction and retention.
- Facilitated communication between departments to streamline issue resolution and improve service delivery.
- Trained new representatives on best practices and company policies, fostering a knowledgeable team environment.
- Implemented feedback mechanisms to gather customer insights, driving continuous process improvements.
- 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.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Improved resolution time with effective problem-solving for customer complaints.
Education
Bachelor of Arts - Liberal Arts
University of New Mexico
Albuquerque, NMAssociate of Applied Science - Business Administration
Central New Mexico Community College
Albuquerque, NMCertificate - Health And Wellness
Central New Mexico Community College
Albuquerque, NMSkills
- Problem-solving
- Critical thinking
- Time management
- Active listening
- Decision-making
- Product knowledge
- Multitasking
- Attention to detail
- Flexible and adaptable
- Computer skills
- Basic math skills application
Certification
Enrolled in CPB + CPC course for certification
Timeline
Tech Support Senior Advisor II
Concentrix
03.2019 - 09.2025
Work Study
Jazz for Health
08.2016 - 08.2018
Customer Service Representative/Back Office Specialist
Sitel
02.2009 - 04.2017
Bachelor of Arts - Liberal Arts
University of New Mexico
Associate of Applied Science - Business Administration
Central New Mexico Community College
Certificate - Health And Wellness
Central New Mexico Community College