Summary
Skills
Work History
Education
Languages
Overview
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Lessie Nyce

Lessie Nyce

San Antonio,TX

Summary

Customer service professional with 3+ years of experience in healthcare and high-volume call center environments. Skilled in managing 80+ inbound/outbound calls per day, resolving complex customer issues, and de-escalating high-stress situations. Bilingual in English and Spanish, supporting diverse populations while maintaining 95%+ quality and accuracy standards in fast-paced settings.

Skills

  • Engagement Strategies
  • Call Center Operations
  • High-volume calls
  • CRM data accuracy
  • Issue resolution
  • Privacy & Compliance (HIPAA)
  • Bilingual Communication (English/Spanish)
  • Multitasking in Fast-Paced Environments
  • Team Collaboration
  • Active Listening & Communication

Work History

Engagement Specialist

Carenet Health
San Antonio, TX
11.2025 - Current
  • Guide patients through care options, improving understanding and increasing engagement rates
  • De-escalate complex situations, contributing to 95%+ customer satisfaction scores
  • Collaborate with cross-functional teams to resolve escalated concerns within same-day turnaround
  • Manage 80–100 high-volume inbound and outbound patient calls daily, supporting healthcare services and scheduling
  • Consistently meet or exceed KPIs including call volume, quality assurance, and resolution time
  • Document all interactions in CRM systems with 98%+ accuracy while maintaining HIPAA compliance

Bilingual Customer Support Associate (CSA)

TaskUs
San Antonio, TX
02.2025 - 11.2025
  • Resolved customer concerns efficiently, maintaining high satisfaction and retention rates
  • Handled 70–90 inbound calls/chats daily involving urgent safety and account issues
  • Escalated critical incidents to appropriate teams, including emergency services when required
  • Maintained 95%+ documentation accuracy across all customer interactions

Bilingual Patient Care Coordinator (PCC)

Totalmed Staffing / UHC Optum
San Antonio, TX
08.2024 - 02.2025
  • Managed 60+ daily patient calls for scheduling, insurance verification, and care coordination
  • Coordinated communication between patients, providers, and insurance teams to reduce delays
  • Improved patient understanding of treatment plans, increasing engagement and follow-through
  • Maintained compliant patient records with high accuracy and confidentiality standards

Bilingual Customer Care Representative (CCR)

Maximus Call Center
San Antonio, TX
07.2023 - 08.2024
  • Handled 70+ customer inquiries daily as primary contact, ensuring timely responses
  • Resolved complaints and provided accurate service information, enhancing customer satisfaction
  • Processed transactions with 99% accuracy, minimizing errors and rework
  • Documented interactions thoroughly to facilitate complete issue resolution

Bilingual Customer Service Representative (CSR)

Qualfon Call Center
San Antonio, TX
01.2023 - 07.2023
  • Delivered service support across 60+ daily interactions, improving customer experience
  • Collaborated with team members to meet and exceed daily performance targets
  • Ensured accuracy in cash handling, reducing discrepancies and financial errors
  • Maintained safety and operational standards in a fast-paced environment

Education

Some College (No Degree) - Bachelor of Science in I-O Psychology

University of Phoenix
Phoenix, AZ
04-2028

G.E.D. - General Education Development

Lane Community College
Eugene, OR
05-2001

Languages

  • Spanish Native

Overview

3
3
years of professional experience

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Lessie Nyce