Omayra M. Torres
Orlando,FL
Summary
Detail oriented Professional that is goal oriented in enhancing customer/Patient experience by efficiently managing call queues and prioritizing urgent requests. Expert in decision-making and problem-solving, significantly improving operational efficiency. Skilled in MS Office and relationship building, adept at driving team performance and exceeding project goals with meticulous attention to detail and strong communication abilities. Looking to secure a career opportunity, to grow in a company bringing success with strong work ethic and passionate attitude.
Overview
7
7
years of professional experience
Work History
Shift Manager
Avalon Park Mail Center
06.2022 - Current
- Handled escalated customer issues effectively, demonstrating strong problem-solving skills while upholding company values and standards.
- Trained new employees on company policies, procedures, and job responsibilities, ensuring seamless integration into teams.
- Trained and mentored new employees to maximize team performance.
- Improved overall team performance by effectively delegating tasks and providing clear instructions.
Assistant Project Manager
AJ Flooring
02.2020 - 11.2020
- Assisted in successful completion of projects by coordinating tasks, monitoring progress, and maintaining documentation.
- Ensured client satisfaction through consistent communication, providing updates on progress and addressing concerns promptly.
- Planned, monitored and analyzed project costs to meet financial goals.
- Managed subcontractor relationships effectively to ensure quality workmanship within deadlines and budgets.
Bilingual Inbound Call Center Representative
Humana
02.2019 - 01.2020
- Reduced call wait times by efficiently managing call queues and prioritizing urgent requests.
- Answered phone with friendly greeting to create positive inbound calling experience for customers.
- Handled high volume of inbound calls per shift to offer callers product and service information and generate quotes.
- Maintained high-quality service standards for all inbound calls, ensuring prompt and accurate assistance.
- Processed payment information and supply orders
Data Entry
USA Transporters
03.2018 - 01.2019
- Developed user-friendly financial templates for streamlined data entry and analysis across departments.
- Reduced claim errors by meticulously reviewing policyholder information and data entry.
- Increased operational efficiency through accurate data entry and meticulous record keeping practices.
- Managed patient recruitment, informed consent process and data entry to support trial objectives.
Skills
- Decision-Making
- Opening and closing procedures
- Punctual and Reliable
- Handling Customer Complaints
- Relationship Building
- Team Development
- Inventory Control
- Payment Processing
- Documentation And Reporting
- Customer Service
- Problem-Solving
- Active Listening
- Critical Thinking
- Computer Skills
- MS Office
- Workflow Analysis
- Customer service focus
- Employee Training
- EHR
- EPIC
- INTERGY
- Tech savvy
- Scheduling
- Time Management
- Verbal and written communication
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Shift Manager
Avalon Park Mail Center
06.2022 - Current
Assistant Project Manager
AJ Flooring
02.2020 - 11.2020
Bilingual Inbound Call Center Representative
Humana
02.2019 - 01.2020
Data Entry
USA Transporters
03.2018 - 01.2019
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