Rachel Cortez
Sullivan City,TX
Summary
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.
Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities.
Overview
2
2
Languages
4
4
years of professional experience
Work History
Remote Bilingual Customer Service Representative
ResultsCX
McAllen, Texas
07.2026 - Current
- Answered inbound calls for Maximus call center and resolved customer questions.
- Verified caller information using account systems and security procedures.
- Documented call details in customer relationship management records.
- Able to think creatively and successfully navigate ambiguity to solve problems quickly and efficiently
- Strong accountability for success of customer experience.
- Curiosity and hunger to learn and to grow alongside a transforming organization
- Digitally focused with demonstrated comfort utilizing multiple technology platforms as an integrated component of their day to day role.
- Embraces new technology and can easily incorporate into ways of working.
- Experience providing highly organized delivery, demonstrable problem-solving skills and high attention to detail.
- Experience of exercising judgement in owning complex processes, through to completion and resolution.
- Ability to navigate multiple technology platforms simultaneously.
- Expertise in Google Workspace (GoogleSheets, Docs, Slides, Drive and Forms)
- Willingness to face new challenges daily
- Ability to effectively communicate in English, both verbally and written, with all levels of staff and management
- Strong organizational and time management skills
- Strong interpersonal and customer service skills
- Willingness to proactively address ideas and propose alternatives with the purpose of providing and receiving constructive feedback
- Sound reasoning ability together with strong problem solving skills
- Ability to view a computer monitor for several hours at a time
- Ability of analyzing data, interpreting data, completing reports, computer and software experience, ability to present data internally and externally, able to identify trends in data, drive critical business decisions
Customer Service Representative
Maximus Call Center
Edinburg, Texas
04.2023 - 01.2025
- Managed customer inquiries through phone and email communication.
- Resolved customer complaints by providing effective solutions.
- Assisted customers with account management and service-related questions.
- Collaborated with team members to improve service processes and workflows.
- Educated customers on product features and services offered by the company.
- Maintained up-to-date knowledge of company policies and procedures.
- Provided feedback to management on common customer issues and trends.
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Developed strong customer relationships to encourage repeat business.
- Developed strong relationships with customers by providing personalized assistance and support.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Educated patients on healthcare services and procedures available at the facility.
- Resolved patient complaints promptly while maintaining professionalism and empathy.
- Documented patient interactions accurately in the electronic health record system.
- Provided support to new team members through training on customer service protocols.
- Provided customer service by answering inquiries, resolving complaints, and providing general information to clients regarding healthcare services.
- Assisted customers in English and Spanish, resolving inquiries efficiently.
- Handled escalated issues with professionalism, ensuring customer satisfaction.
- Maintained a friendly yet professional demeanor during all interactions with customers.
- Utilized multiple computer systems to access customer accounts, process payments, update account status.
- Provided translation assistance for customers with limited English proficiency.
- Greeted customers warmly upon arrival at store locations or over the phone.
Medical Assistant
Pediatric Care Center
Rio Grande City, Texas
05.2022 - 02.2023
- Assisted pediatricians with patient examinations and medical procedures.
- Managed patient intake, including scheduling appointments and verifying insurance.
- Maintained cleanliness and organization of examination rooms and medical supplies.
- Collaborated with nursing staff to ensure efficient workflow during clinic hours.
- Provided compassionate support to children and families during visits.
- Handled phone calls and responded to patient inquiries promptly and professionally.
- Kept examination rooms clean, stocked with necessary supplies and prepared for incoming patients.
- Assisted physicians with patient care by taking vital signs, patient histories and preparing patients for examinations.
- Administered injections, medications and treatments as directed by the physician.
- Adhered to HIPAA regulations regarding safeguarding confidential patient information at all times.
- Measured vital signs and took medical histories to prepare patients for examination.
- Relayed messages from patients to physicians about concerns, condition updates or refill requests to facilitate treatment.
- Documented notes during patient visits.
- Answered phones, scheduled appointments and managed patient flow while greeting visitors in a professional manner.
- Maintained accurate medical records through filing, charting, transcription and data entry into electronic health record system.
- Collected samples from patients for laboratory testing purposes.
- Cleaned and maintained medical equipment following procedures and standards.
- Performed basic laboratory tests such as urinalysis and blood glucose levels under direct supervision of a physician or registered nurse.
- Educated patients about medications, procedures and physician's instructions.
- Organized charts, documents and supplies to maintain team productivity.
- Ensured that all instruments used during exams were cleaned properly after each use according to established protocols.
- Organized patient charts before each day's clinic sessions began.
- Participated in team meetings to improve workflows and contribute to improving patient population outcomes.
- Contacted pharmacies to submit and refill patients' prescriptions.
- Filed insurance claims forms in accordance with applicable regulations.
- Positioned patients properly during examination or treatment for comfort and safety.
- Changed dressings on wounds to prevent infection and check for healing.
Education
Rio Grande City High School
Rio Grande City, TexasSkills
Customer Service Specialist experienced in prioritizing and multitasking within fast-paced environments Delivered effective resolutions for escalated customer support issues while maintaining strong relationships through high-volume inbound call management Committed to enhancing customer satisfaction and driving company success through proficiency in CRM systems and exceptional active listening skills
Customer Service Specialist experienced in prioritizing and multitasking within fast-paced environments Delivered effective resolutions for escalated customer support issues while maintaining strong relationships through high-volume inbound call management Committed to enhancing customer satisfaction and driving company success through proficiency in CRM systems and exceptional active listening skills
Languages
English
Native/ Bilingual
Spanish
Professional
Timeline
Remote Bilingual Customer Service Representative
ResultsCX
07.2026 - Current
Customer Service Representative
Maximus Call Center
04.2023 - 01.2025
Medical Assistant
Pediatric Care Center
05.2022 - 02.2023
Rio Grande City High School