DataBase Management
MONICA M. TORRES
Customer Service Agent
San Antonio,TX
Summary
Dynamic Administrative Assistant and Customer Service professional with over 15 years of experience in high-volume communications, appointment scheduling, and customer inquiries. Expertise in HIPAA and SSI/Medicaid compliance, complemented by advanced data management skills in Excel and CRM systems. Recognized for a tech-savvy approach to identifying opportunities for technological enhancements and implementing effective solutions. Thrives in fast-paced environments to boost productivity. Committed to elevating customer experiences through exceptional communication, active listening, and a service-oriented mindset that fosters loyalty and strengthens professional relationships.
Overview
15
15
years of professional experience
Work History
Customer Service Specialist
Alorica
02.2022 - 05.2022
- Cutting down customer wait times by 25%, which really boosted satisfaction scores, and helped reduce complaints by 15%.
- Managed over sixty inbound calls each day, tackling deposits, retail banking, and payment questions, with a 98% accuracy rate.
- Escalated them to supervisors, making sure we met our resolution timelines 100% of the time.
- Directed customers to the right departments, which increased our first-contact resolution rates by 20%.
- Tracked, analyzed, and reported on daily performance metrics, which helped drive improvements in our processes using Microsoft Excel and Adobe.
- Completed compliance tasks ahead of schedule, ensuring we fully adhered to both company and regulatory policies.
- Resolved billing disputes and processed payments, which cut down on repeat inquiries, and helped enhance customer retention.
- Kept my knowledge fresh on promotions, exchange guidelines, payment policies, and security procedures to provide accurate support to clients.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Responded to customer requests for products, services, and company information.
- Met customer call guidelines for service levels, handle time and productivity.
- Maintained up-to-date knowledge of product and service changes.
- Referred customers to other banking departments for specialized services.
- Educated customers on online banking and mobile banking applications.
- Processed applications for new accounts.
- Assisted customers with banking needs and inquiries.
- Performed account maintenance by closing out accounts and changing customer addresses
- Executed stop payments and account transfers.
- Processed wide variety of retail banking transactions for personal and commercial customers.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Educated customers about billing, payment processing and support policies and procedures.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Identified and resolved discrepancies and errors in customer accounts.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
Supervisor
Medical Capital Recovery
06.2000 - 11.2006
- Led and mentored a team of fifteen employees, hitting 95% of our productivity goals while ensuring we followed company policies, HIPAA guidelines, and all regulatory requirements.
- Managed 40-50 inbound calls each day, tackling inquiries related to SSDI/Medicaid applications, with a 98% accuracy rate, all while keeping our customer satisfaction scores high.
- Helped patients navigate their SSI and Medicaid applications, which boosted our eligibility approval rates and made the financial assistance process smoother.
- Took charge of onboarding, training, and continuous coaching for our staff, cutting down the time it takes for new hires to get up to speed by 20%, and enhancing our overall service quality.
- Used database management tools to keep customer and patient records accurate and confidential in accordance with compliance requirements.
- Compiled and submitted daily, weekly, and monthly reports to monitor performance, spot trends, and drive improvements in our processes.
- Evaluated departmental needs, assigned tasks strategically, and introduced workflow enhancements that increased efficiency and first-contact resolution rates by 20%.
- Addressed escalated customer issues with professionalism, which led to a 15% reduction in complaints, and an increase in retention rates.
- Maintained confidential patient, employee and company information in compliance with company policies and regulatory requirements.
- Delivered prompt service to prioritize customer needs.
- Cross-trained and backed up other customer service managers.
- Increased efficiency and team productivity by promoting operational best practices.
- Investigated and resolved customer inquiries and complaints quickly.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Implemented and developed customer service training processes.
- Identified and resolved discrepancies and errors in customer accounts.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Responded proactively and positively to rapid change.
- Coached employees through day-to-day work and complex problems.
- Identified customer service trends to provide recommendations for process and procedural improvements.
- Improved office operations by automating client correspondence, record tracking and data communications.
- Completed bi-weekly payroll for fifteen employees.
- Built highly-efficient administrative team through ongoing coaching and professional development opportunities.
- Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
Administrative Assistant/Customer Service Representative
Cardon HealthCare Network
05.1995 - 06.2000
- Scheduled and coordinated with over fifty telephone appointments per week with the Social Security Administration to provide timely assistance to patients and accurate documentation.
- Managed and resolved high-volume Medicaid/SSDI calls, correspondence, and emails with 98% accuracy.
- Assisted patients and clients in filling out applications and paperwork, with 100% adherence to HIPAA, security, and regulatory provisions.
- Maintained up-to-date and confidential records in company databases, ensuring complete data integrity and accessibility.
- Directed calls and requests to the appropriate departments, enhancing first-contact resolution levels, and service delivery.
- Trained and supported new employees in policies, procedures, and systems, contributing to faster onboarding and improved team performance.
- Applied de-escalation skills to manage sensitive situations or confrontations, and reduced complaint levels, and improved satisfaction scores as a result.
- Assisted coworkers and staff members with special tasks on daily basis.
- Managed filing system, entered data and completed other clerical tasks.
- Managed phone and email correspondence and handled incoming and outgoing mail and faxes.
- Managed paper and electronic filing systems by routing various documents, taking messages and managing incoming and outgoing mail.
- Built and maintained excellent customer relationships through timely response to inquiries and going above and beyond to accommodate unusual requests.
- Established administrative work procedures to track staff's daily tasks.
- Continually sought methods for improving daily operations, communications with clients, recordkeeping, and data entry for increased efficiency.
- Volunteered to help with special projects of varying degrees of complexity.
- Surpassed team goals by partnering with colleagues to implement best practices and protocols.
- Trained staff on operating procedures and company services.
- Met customer call guidelines for service levels, handle time and productivity.
- Maintained up-to-date knowledge of product and service changes.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of services and creating welcoming, positive experiences.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Responded proactively and positively to rapid change.
Education
Bachelor's Degree (Not Obtained) - Business Entrepreneurship
Grand Canyon University
Phoenix, Arizona10.2024
Bachelor's Degree (Not Obtained) - Business Management
Strayer University
San Antonio, Texas10.2023
Bachelor's Degree (Not Obtained) - Psychology
South University
02.2022
Skills
- Effective communication management
- Experienced with customer relationship management tools
- Data reporting and analysis using Microsoft Excel
- Expertise in HIPAA standards
- Knowledge of SSI and Medicaid regulations
- Skilled in utilizing Microsoft 365 tools
- Appointment management
- Email management
- Conflict resolution strategies
- Skilled in virtual collaboration tools
- Skilled in digital tools and technologies
- Strong organizational skills
- Technical documentation
- Strong attention to detail
- Critical thinking and analysis
- Relationship development
- Collaborative teamwork
- Efficient document management systems
- Insightful information retrieval
Accomplishments
- After being employed for two months, I devising a training that enhanced employee performance which in turn minimized complaints and increased customer satisfaction, landing me the Supervisor position.
- Supervised team of fifteen staff members.
Timeline
Customer Service Specialist
Alorica
02.2022 - 05.2022
Supervisor
Medical Capital Recovery
06.2000 - 11.2006
Administrative Assistant/Customer Service Representative
Cardon HealthCare Network
05.1995 - 06.2000
Bachelor's Degree (Not Obtained) - Business Management
Strayer University
Bachelor's Degree (Not Obtained) - Psychology
South University
Bachelor's Degree (Not Obtained) - Business Entrepreneurship
Grand Canyon University
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimePart TimeContract WorkLocation Preference
RemoteSalary Range
$45000/yr - $100000/yrImportant To Me
Career advancementWork-life balanceFlexible work hoursWork from home optionHealthcare benefitsPaid sick leave401k matchPersonal development programsTeam Building / Company Retreats4-day work weekStock Options / Equity / Profit SharingPaid time offCompany CultureSoftware
Zoom & Microsoft Teams
Adobe & Photoshop
Operating Systems (Windows & Linux)
Microsoft Office, Microsoft 365 and Microsoft Word
Chrome & Firefox Web Browsers
Google Workshop (Sheets )
Languages
English
Full Professional
Quote
The ones who are crazy enough to think they can change the world, are the ones that do.
Steve Jobs