SHAKIRA TORRES
Cleveland,OH
Summary
Bilingual and reliable customer service representative with extensive track record in demanding sales and account management environments. Strong presenter, communicator and problem resolution. Able to work effectively and productively with diverse customer and individual needs. Familiar with analyzing documentation and handling both routine and complex issues daily.
Overview
5
5
years of professional experience
Work History
Administrative Clerk
VENDORS EXCHANGE
07.2022 - 02.2024
- Entered data into system and updated customer contacts with information to keep records current.
- Safeguarded sensitive information by maintaining strict confidentiality protocols when handling personnel files or company documentation.
- Input data and processed system change to generate accurate reports.
- Created and updated records and files to maintain document compliance.
- Communicated with customers via phone and email to confirm deliveries and respond to inquiries.
CSR
YOUNG AMERICA AUTO INSURANCE
09.2021 - 06.2022
- Assisted customers with making payments or establishing payment plans to bring accounts current.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Audited customer account information to identify issues and develop solutions.
- Consulted with customers to resolve service and billing issues. Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
- Set up and activated customer accounts.
Medical Secretary
McGregor PACE
01.2020 - 05.2021
- Answered phone calls to provide assistance, information and medical personnel access.
- Scheduled and confirmed patient appointments for diagnostic, surgical and consultation services.
- Managed physician calendar, scheduling patient appointments and procedures.
- Compiled physical and digital documents, charts and reports.
- Documented and responded to incoming correspondences to address questions. Updated group medical records and technical library to promote smooth office operations.
- Managed unit call reception and routed calls to correct department.
- Retrieved physicians' paperwork, including lab test requests
Debt Collector
JOSEPH MANN & CREED
02.2019 - 01.2020
- Remained calm, stayed professional and provided exceptional service on calls, even when interacting with difficult individuals.
- Processed payments over phone and set up recurring drafts. Secured payments by following up with customers which disregarded promise to pay.
- Met demands of busy collections group by performing high volume of daily calls.
- Reviewed accounts to determine payment plan compliance.
- Located debtors by utilizing skip tracking and other strategies. Gathered required information from customers for settlement reviews to help negotiate down debt with creditors.
- Negotiated payment plans and arrangements.
Education
High School Diploma -
LINCOLN WEST HIGH SCHOOL
Cleveland, OH08.2013
Skills
- Clerical Support
- Maintaining confidentiality
- Verbal and written communication
- Database entry
- Financial Documentation
- Obtained Property & Casualty License
- Obtained Health & Life Insurance License
- Multitasking and Prioritization Issue and Complaint Resolution
- Verbal and Written Communication
- Customer Service
- Inbound and Outbound Calling
- Bilingual
- Loss Prevention
- Scripted Conversation
- Excellent Communication Skills
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Administrative Clerk
VENDORS EXCHANGE
07.2022 - 02.2024
CSR
YOUNG AMERICA AUTO INSURANCE
09.2021 - 06.2022
Medical Secretary
McGregor PACE
01.2020 - 05.2021
Debt Collector
JOSEPH MANN & CREED
02.2019 - 01.2020
High School Diploma -
LINCOLN WEST HIGH SCHOOL
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