Paloma Hines
Baytown,TX
Summary
Dynamic professional with nine years of experience in the call center industry, combining expertise in account management, project coordination and technology integration.
Skilled in voice acting and professional translation services in both English and Spanish. Known for problem-solving abilities, exceptional organizational skills, and a keen attention to detail. Proven track record in managing business accounts, delivering tailored support, and driving customer satisfaction and retention.
Overview
9
9
years of professional experience
Work History
Account Manager
Frontline Services
10.2021 - Current
- Managing business account delivering tailored support and solutions on NICE CxOne platform
- Collaborating with various internal departments such as sales, marketing, product development, and customer success to deliver integrated solutions that meet client needs and drive business growth.
- Obtained foundational knowledge of specialized job functions, industry practices, and standards to help create actionable recommendations and tailored reporting.
- Quarterly attended training to develop my skills within platform to continue to provide my customers with world class service.
- Maintained strong knowledge of new products and features to effectively identify upsell opportunities and provide value-added solutions to customer.
- Assisted Implementation Managers with project management tasks to ensure timely completion of projects and adherence to deadlines, fostering efficient implementation processes and client satisfaction.
- Addressed problems with accounting, billing, and service delivery to maintain and enhance client satisfaction.
- Managed a diverse portfolio of accounts, ensuring timely communication and effective problem resolution.
Patient Coordinator
Ada Health First
06.2020 - 10.2021
- Ensured accuracy and compliance in managing patient charts, updating electronic health records, and optimizing appointment scheduling for efficiency welcoming an approximate of 60+ patients per day and over 100 emails and faxes.
- Became customer's advocate, effectively representing their interests and needs to ensure approval of Prior authorizations (PA), resulting in increased client satisfaction and retention.
- Handled sensitive situations with empathy when dealing with distressed patients or those facing serious health challenges.
- Maintained up-to-date knowledge on insurance policies, medical terminology, and clinic protocols in order to provide accurate information and assistance to patients.
Event and Project Manager
Ram Jack Foundation Repair Sys
09.2019 - 03.2020
- Excelled as Event Coordinator, skillfully blending scheduling prowess with sales acumen under VP guidance.
- Developed comprehensive project plans outlining goals, timelines, budgets, resources, and deliverables for each event or project.
- Worked closely within call center to ensure goals were being met across board for KPI and project timeline.
- During my time I managed and budgeted $500,000 in events.
Lead Supervisor
IQOR
10.2016 - 09.2019
- Led a team of 20+ agents, overseeing call quality, recruitment, training, and attending job fairs.
- Demonstrated strong leadership skills, motivating team members to reach their full potential through coaching and mentoring efforts.
- Assisted upper management in achieving long-term company objectives with timely execution of key projects.
- Championed employee development by offering regular training opportunities, supporting professional growth, and cultivating a culture of learning.
B2B Sales Representative
IQOR
10.2014 - 10.2016
- Increased sales revenue by developing and maintaining strong relationships with key clients.
- Consistently met or exceeded monthly performance metrics such as call volume, pipeline generation, and closed deals.
- Market Research to identify potential clients and analyze market trends.
- Generate leads by networking and cold calling.
- Building and maintaining relationships with customers.
Accomplishments
o Proficient with all Microsoft Programs (Word, Excel, PowerPoint), google sheets, Teams, Slack, zoom, Salesforce)
o Studio Certified
o Voice Actor (English and Spanish)
o Professional Translation Services (English and Spanish)
o Problem-Solving, highly organized and detail oriented
o Customer Relations
o Project and Data Management
o WorkForce Management
References
o Denisse Orr – Implementation Manager
(580)279-8232 Denisse.Orr@gmail.com
o Emily Mitchell Managed Services Manager
(813) 390 – 6817 ebowen13@gmail.com
o Polly Miles Account Manager
(253) 561-6217 Paulacmiles@yahoo.com
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Account Manager
Frontline Services
10.2021 - Current
Patient Coordinator
Ada Health First
06.2020 - 10.2021
Event and Project Manager
Ram Jack Foundation Repair Sys
09.2019 - 03.2020
Lead Supervisor
IQOR
10.2016 - 09.2019
B2B Sales Representative
IQOR
10.2014 - 10.2016