Katya Lopez

• Managed high call volumes while providing exceptional customer support and maintaining professional composure.
• Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
• Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
• Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
• Mentoring new agents

• Scheduled appointments with specialists on behalf of patients.
• Coordinated with medical staff and patients to find cost-effective options for services.
• Followed up with clients and specialists to inquire about experience and collect reports.
• Linked families to relevant community support to meet non-medical needs.

As a call center QA, I help ensure patient interactions are meeting the company's expectations. Pay close attention to all calls and highlight common opportunities our agents are lacking on. Keep documentation of all scored interactions and conduct monthly coaching's. Improve patient experiences and help standardize communication processes with patients. Assist leads and supervisors with extra call audits for agents. Assist management team with floor walking to assist all agents and mentoring new agents.