Patricia Torres
Hewitt,TX
Summary
Accomplished Contact Representative at the Department of Veterans Affairs, adept in benefits coordination and record management. Leveraged exceptional communication skills to enhance veteran support, achieving a 95% satisfaction rate. Proven ability to streamline processes and ensure compliance, demonstrating a commitment to excellence and efficiency in customer service and administrative functions.
Overview
15
15
years of professional experience
Work History
Contact Representative
Department of Veterans Affiars
waco , tx
08.2016 - 09.2025
- Assisted veterans in accessing benefits and services provided by the government.
- Addressed inquiries through phone, email, and in-person communication effectively.
- Maintained accurate records of veteran interactions and service requests.
- Collaborated with team members to streamline communication processes and workflows.
- Educated veterans on eligibility requirements for various programs and services.
- Resolved issues by providing timely information and support to veterans' concerns.
- Performed administrative tasks such as filing, data entry, and document preparation.
- Attended training sessions aimed at enhancing knowledge of relevant software applications and systems used in the contact center environment.
- Answered customer inquiries in a timely manner, both over the phone and via email.
- Responded to customer complaints and escalated issues when necessary.
- Verified customer information and updated records accordingly.
- Ensured compliance with applicable laws and regulations relating to contact center operations.
- Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
Records Clerk
EMSI
Waco, TX
10.2010 - 08.2016
- Organized and maintained accurate records for various EMSI projects.
- Processed incoming documents, ensuring proper filing and categorization.
- Assisted in data entry tasks using EMSI's record management system.
- Trained new staff on record-keeping procedures and best practices.
- Managed all paperwork and accurately filed each piece alphabetically and according to significance
- Managed all paperwork and accurately filed each piece alphabetically and according to significance.
- Processed incoming mail by sorting, logging, scanning and filing appropriately.
- Retrieved, sorted, copied and filed all documents and paperwork.
- Performed quality control checks to ensure accuracy of information entered into database.
- Strictly adhered to confidentiality dictations to safeguard information.
- Assisted other departments with retrieving archived materials.
- Provided file, document and record access to appropriate personnel.
- Scanned images and documents with careful attention to clear scans and to correct document naming conventions.
- Updated electronic databases with changes or additions to existing records.
- Responded promptly to inquiries about records management processes.
Education
GED -
Mcclennan County Community College
Waco, TX01-2010
Skills
- Benefits coordination
- Record management
- Customer service
- Compliance assurance
- Data entry
- Communication skills
References
References available upon request.
Timeline
Contact Representative
Department of Veterans Affiars
08.2016 - 09.2025
Records Clerk
EMSI
10.2010 - 08.2016
GED -
Mcclennan County Community College
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