Laura Torres
Tucson,AZ
Summary
Experienced customer service professional with 5+ years in benefits support, escalation management, and issue resolution. Strong in clear communication, analytical thinking, and ticketing systems. Highly motivated with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
10
10
years of professional experience
Work History
Member Coach Sat Analyst
AmeriBen
Tucson, Az
10.2022 - Current
- Coached AmeriBen customer service representatives through health plan benefits and claims questions.
- Explained plan resources and next steps using clear member language.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Investigated escalated customer complaints, identified root causes, and proposed actionable solutions.
- Reviewed account details to identify root causes behind recurring service issues.
- Escalated complex AmeriBen issues to appropriate internal departments.
- Collaborated with external vendors to resolve complex customer escalations promptly.
- Guided participants to develop skills and achieve goals.
Tier 2 Customer Service Representative
AmeriBen
Tucson , AZ
07.2022 - Current
- Resolved customer problems via phone, email, and chat, ensuring timely and effective solutions.
- Developed strong relationships with customers by addressing their needs efficiently and professionally.
- Assisted customers in navigating the company's website, helping them find relevant information quickly and easily.
- Maintained strong relations with customers to meet quality expectations.
- Worked with internal teams to deliver accurate information to customers and service accounts.
- Worked closely with team members to ensure excellent customer service standards were consistently met.
- Documented all customer interactions and resolutions in the ticketing system for future reference and reporting.
- Implemented feedback from customer satisfaction surveys to improve service quality.
Customer Service Representative
NTT Data
Tucson , Az
11.2021 - 07.2022
- Identified customer needs promptly to ensure timely support.
- Engaged customers in conversation using effective interpersonal skills to foster positive relationships.
- Assisted customers with requests and answered questions to enhance overall satisfaction.
- Conducted comprehensive research and data analysis to support strategic planning and informed decision-making.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Customer Service Representative
C3 Customer Contact Channels
Tucson, Arizona
04.2017 - 10.2021
- Resolved customer inquiries, troubleshooting technical issues and providing solutions quickly and efficiently.
- Achieved high customer satisfaction by resolving problems with knowledgeable and friendly service, fostering positive customer relationships.
- Assisted customers with setting up their internet connection, configuring routers, and connecting devices to the network.
- Guided callers through modem, router, and Wi-Fi troubleshooting steps.
- Explained internet features, equipment, and setup steps to customers.
- Verified account details and service status during customer support calls.
- Documented service requests and support notes in ticketing systems to ensure accurate tracking and resolution.
- Identified customer needs promptly and efficiently to deliver tailored solutions.
- Maintained updated knowledge through continuing education and advanced training.
Retail Cashier
Ross Dress for Less
Lubbock, Texas
01.2019 - 02.2021
- Processed customer purchases using Ross Dress for Less register and POS system.
- Handled cash, card, and gift card transactions with accuracy.
- Welcomed customers to store with a friendly smile. and provided friendly service on sales floor.
- Resolved price checks, returns, and exchange requests following store policy.
- Packed purchased items carefully for customers at checkout. and organized checkout area for smooth customer flow.
- Maintained organized register station and facilitated front-end recovery for efficient customer flow.
- Verified receipts and supervised entry for item returns at customer service.
- Collaborated with team members to stock merchandise, support fitting room operations, and maintain store organization.
- Followed company policies regarding payment methods, discounts, refunds.
- Performed opening and closing duties such as counting money, balancing registers.
Education
High School Diploma -
Woodward Academy
Online05-2012
Skills
- Member coaching
- Transaction management
- Customer service excellence
- Team collaboration
- Client management
- Benefit analysis
- Benefits administration
- Escalation management
- Performance improvements
- Service operations
- Ticketing systems
- Quality monitoring
- Knowledge base use
- Analytical skills
- Analytical thinking
- Adaptability and flexibility
- Decision-making
- Communication skills
- Clear communication
- Active listening
- Customer support
- Issue follow up
- Customer response
- Empathy and patience
- Organizational multitasking
- Analytical skills
- Email correspondence
- Live chat support
- Remote support tools
- Documentation development
- Account documentation
- Software upgrades
- Cash handling
- Financial services
- [Product or service] support
- Service quality
- Referral coordination
- Time management
- Team collaboration
- Customer relationship building
- Call center software
- Cash handling
- Financial services
- Customer relationship building
Timeline
Member Coach Sat Analyst
AmeriBen
10.2022 - Current
Tier 2 Customer Service Representative
AmeriBen
07.2022 - Current
Customer Service Representative
NTT Data
11.2021 - 07.2022
Retail Cashier
Ross Dress for Less
01.2019 - 02.2021
Customer Service Representative
C3 Customer Contact Channels
04.2017 - 10.2021
High School Diploma -
Woodward Academy