Yuleiza Montes

• Drive exceptional client satisfaction by swiftly resolving 90-350 daily inquiries, strategically choosing between email or phone communication to maximize responsiveness.
• Elevate team performance as the dedicated lead and trainer, ensuring every Customer Service hire delivers outstanding service from day one
• Transform potential client frustrations into opportunities for trust by proactively communicating delays with compelling explanations and clear next steps
• Unlock solutions through resourceful internet research, providing clients with valuable contact information and strategic subpoena options they wouldn't otherwise discover
• Promoted to team lead of customer service for displaying outstanding enthusiasm and remaining calm in extremely trying situations.
• Resolved customer service issues using company processes and policies and provided updates to customers.
• Coached new team members on service techniques and provided scoring through quality assurance program.
• Prevent order issues before they occur through vigilant monitoring of sensitive client requests using sophisticated tools like ABI Pro
• Create unshakable client loyalty by consistently delivering interactions that make clients feel genuinely valued and understood
• Strengthen organizational effectiveness by identifying and communicating on-boarding and billing challenges to management with actionable insights
• Enhance cross-departmental efficiency through collaborative training and seamless coordination of critical reporting functions
• Ensure flawless communication materials through expert administration, precise clerical work, and thorough proofreading that reinforces professional standards
• Record Retrieval Specialist II
• Dive into the investigative side of legal preparation by gathering crucial health, employment, and insurance documentation for upcoming trials
• Handle a bustling communication stream of 80-200 daily contacts, while meticulously organizing findings into a secure digital vault that legal teams can access remotely
• Your detective work connects the dots between healthcare providers, employers, and educational institutions to build complete case profiles
• Resolved product or service problems by clarifying customer's complaint, determining cause of problem and selecting best solution to solve problem.

- Collecting medical records from health care providers, such as a physician's office or hospital, employment records, insurance records and then performing data entry services to place the relevant information in a secure database
- Averages from 80 to 200 emails and/or calls per day to employers, healthcare providers and educational institutions
- Ensure secure remote access for our clients such as an attorney, paralegal and legal assistant to view and obtain records needed
- Make contact with different facilities and employers to request records
- Coordinated with other departments to ensure efficient workflow processes
- Participated in ongoing training and compliance activities
- Maintained positive working relationship with fellow staff and management
- Identified needs of customers promptly and efficiently.

• Followed all company policies and procedures to deliver quality work.
• Educated staff on organizational mission and goals to help employees achieve success.
• Generated reports detailing findings and recommendations.

• Educated members on benefits and answered questions during calls
• Served as Team Leader and coordinated workloads with Supervisor
• Handled provider/member inquiries about insurance coverage and products
• Directed calls to appropriate departments and resolved unresolved complaints
• Researched billing inquiries and claims to process payments and refunds
• Connected various departments to address customer concerns
• Navigated information systems to resolve issues efficiently
• Performed effectively in fast-paced environment with clear communication
• Managed administrative tasks (sorting faxes, correspondence, forms)
• Worked 15-20 hours of overtime when required
• Consistently exceeded quality metrics
• Transformed customer feedback into actionable improvement strategies
• Strategically collaborated across departments to optimize critical workflows.
• Committed to excellence through continuous training and compliance adherence.
• Built valuable workplace relationships that enhanced team effectiveness.
• Delivered exceptional customer service by rapidly assessing and addressing needs
• Trained and directed new employees in call script use, conflict resolution, and data entry practices to boost customer satisfaction ratings.
• Engaged clients in person and over phone to answer questions and address complaints.
• Escalated issues to proper supervisors when standard processes were not effective.
• Resolved customer service issues using company processes and policies and provided updates to customers.