Rosa Quintero
Houston,TX
Overview
9
9
years of professional experience
Work History
Customer Service Analyst
Freepoint Energy Solutions
05.2024 - Current
- Extract customer data from CRM systems, surveys, and call recordings to analyze service trends
- Identify recurring issues, pain points, and areas for customer experience optimization
- Develop reports and dashboards to track key customer service metrics, including satisfaction levels and resolution times
- Create customer journey maps to visualize interactions and identify potential service enhancements
- Collaborate with customer service team to implement data-driven improvements
- Manage high email and call volumes while providing outstanding customer service in English and Spanish
- Maintain accurate records, process payments, and handle confidential customer data
- Communicate professionally via phone, email, and chat to support customer needs
- Answered constant flow of customer calls with minimal wait times.
Team Lead Receptionist
Legacy Community Health Services
10.2022 - 05.2024
- Managed appointment scheduling and verified insurance coverage and accurately
- Oversaw financial transactions, including balancing copayments and preparing daily or weekly deposits
- Provided exceptional customer service to both patients and colleagues, ensuring a welcoming and professional environment
- Experience in the migration of systems, ensuring a smooth transition and data integrity
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues at the front desk.
- Conducted performance evaluations for reception staff, identifying areas of improvement and providing constructive feedback.
Customer Care Agent
Infuse Energy
05.2018 - 06.2022
- Manage high call volume levels of 80-100 calls per day
- Provide exceptional customer service in both English and Spanish
- Resolve complex customer issues and requests related to contracts, billing, and payments
- Ensure the confidentiality and safety of all private and personal data, including social security numbers, license numbers, incomes, and credit scores
- Work closely with management on escalated issues to resolve all problems quickly and accurately
- Promote customer satisfaction through communications via voice, chat, and/or email
- Assist customers in processing online payments
- Meet and surpass the productivity and quality standards set by the company
Front Desk Administrator
Jefferson Dental & Orthodontics
10.2016 - 04.2018
- Delivered a positive first impression to each patient
- Scheduled and confirmed patient appointments
- Collected co-payments and verified insurance coverage
- Prepared new patient charts effectively and accurately
- Responded and handled patient billing and/or financial inquiries in person and telephonically
- Assisted with incident reporting, ensuring there was correct documentation, and implemented policy was followed
Call Center Associate
Mint Dentistry
01.2016 - 09.2016
- Managed phone lines for numerous locations, effectively directing calls to the correct place
- Confirmed, scheduled and managed daily appointments
- Assisted staff with administrative duties
- Trained new personnel using Dentrix program
Education
Associate of Arts - General Studies
San Jacinto Community College
Houston, TX12.2024
Skills
- Leadership
- Time management
- Adaptability
- Office Administration & Organization
- Scheduling & Calendar Management
- Data Entry & Record Keeping
- Customer Service & Communication
- Data Gathering & Analysis
- Root Cause Analysis
- Problem-Solving
- Confidentiality & Data Security
- Microsoft Office Suite & Office Equipment
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Customer Service Analyst
Freepoint Energy Solutions
05.2024 - Current
Team Lead Receptionist
Legacy Community Health Services
10.2022 - 05.2024
Customer Care Agent
Infuse Energy
05.2018 - 06.2022
Front Desk Administrator
Jefferson Dental & Orthodontics
10.2016 - 04.2018
Call Center Associate
Mint Dentistry
01.2016 - 09.2016
Associate of Arts - General Studies
San Jacinto Community College