Leonor Soliz
Edcouch
Summary
Results-driven Customer Service Representative with expertise in coordinating with diverse clients across call center and office environments. Enhanced customer satisfaction and loyalty through effective issue resolution and relationship building in English and Spanish. Improved customer interaction processes, leading to increased efficiency.
Overview
19
19
years of professional experience
Work History
Bilingual Customer Service Representative
JVT Advisors
Edcouch
12.2025 - 04.2026
- Resolved customer inquiries in English and Spanish, enhancing customer satisfaction.
- Managed escalated issues with professionalism and empathy, ensuring positive resolutions.
- Educated clients on company services, enhancing customer awareness and engagement.
- Maintained an up-to-date knowledge of the company's products and services to ensure accuracy when responding to customer inquiries.
- Managed customer accounts and ensured accurate database updates for effective service.
- Collaborated with team members to streamline service processes, improving overall efficiency.
- Monitored and reordered inventory items to fulfill displays and executed design changes to align with available inventory.
- Reviewed inventory stocking levels and helped coordinate return or transfer of excess inventory.
Bilingual Healthcare Customer Support
Teleperformance
Edcouch, Texas
08.2025 - 11.2025
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Collaborated with diverse coworkers to achieve shared goals and resolve product and service issues.
- Proposed innovative ideas and solutions that improved team performance and outcomes.
- Executed daily duties with accuracy and attention to detail.
Medical Office Specialist
Doctors Hospital at Renaissance Health System
Edinburg, TX
01.2024 - 06.2024
- Processed insurance claims and verified patient eligibility for services.
- Managed patient scheduling and appointment coordination to enhance office efficiency.
- Assisted in maintaining accurate electronic health records and documentation compliance.
- Communicated effectively with patients regarding treatment plans and office policies.
- Collaborated with medical professionals to coordinate patient care and follow-up appointments.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
Customer Service Representative
TTEC
Englewood, CO
12.2021 - 03.2022
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- De-escalated customer concerns by maintaining calm, friendly demeanor to foster positive resolution.
- Fielded customer complaints and queries, expediting resolution processes for enhanced satisfaction.
- Educated customers on special pricing opportunities and company offerings to maximize value.
- Assisted customers in making payments on accounts and setting up payment plans.
- Consulted with customers to determine best methods to resolve service and billing issues.
- Reviewed customer account information to identify issues and recommend tailored solutions for resolution.
- Documented customer interactions to track requests and solutions, ensuring consistent follow-up and support.
- Upheld strict quality control policies and procedures during customer interactions.
- Built client rapport while accurately processing repair documentation and troubleshooting technical discrepancies through completion.
CSR - Customer Service Representative
WESLACO PHARMACY
Weslaco, TX
05.2021 - 07.2021
- Greeted customers at front desk, fostering a welcoming environment.
- Resolved customer issues to enhance satisfaction and loyalty
- Addressed customer inquiries promptly
- Managed customer accounts, maintaining accurate records and ensuring satisfaction.
- Checked insurance eligibility to facilitate timely access to services
- Checked status on patient orders
- Filled orders for Incontinence supplies
- Deliver supplies and medications to homes and adult day care centers
- Processed payments over the phone
- Faxed Title XIX to doctor for renewals
- Filed and audited Patient Records
Customer Service Representative
Advanced Call Center Technologies Harlingen
Harlingen, TX
04.2020 - 11.2020
- Resolved customer inquiries across multiple channels, enhancing overall satisfaction and loyalty.
- Streamlined communication processes, facilitating quicker resolution of customer issues.
- Utilized CRM software to track interactions, ensuring accurate record-keeping and follow-up.
- Assisted in training new team members on best practices and company policies.
- 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.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
CSR - Customer Service Representative
Agents - Call center
Pharr, TX
05.2020 - 08.2020
- Resolved customer inquiries and complaints to enhance satisfaction
- Responded to claim inquiries, providing timely information and support
- Handled online orders and credit card transactions
- Handled online orders and processed credit card transactions efficiently
- Set up client appointments
- Performed data entry for orders, shipments and customer information
Student Intern
McAllen Anesthesia Consulting
08.2018 - 10.2018
- Contacted insurance companies to resolve outstanding claims and verified coverage, ensuring timely processing of claims.
- Posted charges and processed payments, ensuring accurate billing records and facilitating financial tracking.
- While doing my externship I was creating patient charts and updating any information to existing patients
Customer Service Rep
Atento U.S.A
05.2016 - 02.2017
- Assisted customers in making payments on accounts and setting up payment plans.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Assisted customers with account payments and payment plans, ensuring clarity and convenience for financial management.
- Educated customers on special pricing opportunities, enhancing their understanding of company offerings.
- Confirmed order deliveries, troubleshooting missed dates, shortages, and overages to ensure customer satisfaction.
- Built rapport with clients while processing repair documentation and troubleshooting technical discrepancies, enhancing trust and communication.
- Confirmed and resolved order delivery issues, addressing missed dates, shortages, and overages to maintain customer satisfaction.
- Reported customer issues to supervisors for resolution, store issues and inventory requirements to supervisors.
Customer Service Rep
Teleperformance
08.2007 - 03.2008
- Addressed and solved customer complaints efficiently
- Escalated Customer Service percentage to 95% FCR
- Increased customer service percentage to 95% first contact resolution
- telephone or in-person to provide information about products or services, take or enter orders, cancel
- accounts, or obtain details of complaints
- Keep records of customer interactions or transactions, recording
- details of inquiries, complaints, or comments, as well as actions, are taken
- Check to ensure that
- appropriate changes were made to resolve customers' problems
- Determine charges for services
- requested, collect deposits or payments, or arrange for billing
- Refer unresolved customer grievances to
- designated departments for further investigation
- Review insurance policy terms to determine whether
- a particular loss is covered by insurance
- Oversaw daily management of customer accounts to ensure accuracy and satisfaction
- Provided customer support in an inbound call center, addressing inquiries and concerns
- Gathered and recorded customer orders accurately to ensure timely processing
Education
Associate of Science - Health Administration
Colorado Technical University
Colorado Springs, CO12-2025
High school diploma -
Penn Foster High School
PA12-2016
Some College (No Degree) - MEDICAL BILLING & CODING
Southern Careers Institute
Pharr, TXBachelor of Science - Health Care Management
Colorado Technical University
Colorado Springs, CO12-2029
Skills
- Bilingual communication
- Care coordination
- Client assistance
- Call center operations
- Multitasking
- Call escalation resolution
- Effective communication
- Escalation resolution
- Multitasking and organization
- Flexibility and adaptability
- Flexibility
- Patient care coordination
- Patient scheduling
- Meeting coordination
- Client onboarding
- Client follow-ups
- Customer billing
- Payment processing
- Insurance checks
- Digital documentation
- Customer databases
- Data management
- HIPAA compliance
- Billing and coding
- Data entry
- Typing and filing
- Reception tasks
- Data entry
- Microsoft office
- Software proficiency
- Empathy and patience
- Office administration
- Payment processing
- Industry vocabulary
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Bilingual Customer Service Representative
JVT Advisors
12.2025 - 04.2026
Bilingual Healthcare Customer Support
Teleperformance
08.2025 - 11.2025
Medical Office Specialist
Doctors Hospital at Renaissance Health System
01.2024 - 06.2024
Customer Service Representative
TTEC
12.2021 - 03.2022
CSR - Customer Service Representative
WESLACO PHARMACY
05.2021 - 07.2021
CSR - Customer Service Representative
Agents - Call center
05.2020 - 08.2020
Customer Service Representative
Advanced Call Center Technologies Harlingen
04.2020 - 11.2020
Student Intern
McAllen Anesthesia Consulting
08.2018 - 10.2018
Customer Service Rep
Atento U.S.A
05.2016 - 02.2017
Customer Service Rep
Teleperformance
08.2007 - 03.2008
Some College (No Degree) - MEDICAL BILLING & CODING
Southern Careers Institute
High school diploma -
Penn Foster High School
Associate of Science - Health Administration
Colorado Technical University
Bachelor of Science - Health Care Management
Colorado Technical University