Yuleiza Montes
Altamonte Springs,FL
Summary
Results-driven Customer Service Lead with experience in managing workflow operations in high-volume environments. Skilled in resolving complex client escalations, developing training SOPs, and utilizing advanced Microsoft Excel for performance analysis. Committed to navigating regulatory standards while ensuring client satisfaction.
Overview
1
1
year of post-secondary education
12
12
years of professional experience
Work History
Southeast Region Customer Service Team Lead
ABI Document Support Services
04.2026 - Current
- Directs daily customer service workflows for a team of 9 reps, ensuring 100% compliance with time-sensitive client requests and industry guidelines.
- Directs the daily operational workflow to ensure ordering clients’ needs are handled timely, professionally, and in strict compliance with legal requirements and company policies.
- Resolves high-level customer service escalations by auditing order data, identifying system bottlenecks, and implementing immediate corrective actions.
- Resolved high-level customer service escalations by analyzing order data and implementing solutions to complex bottlenecks.
- Monitors team performance, conducting performance evaluations and providing targeted coaching to boost overall efficiency.
- Conducted routine feedback sessions with representatives, identifying growth opportunities and performing annual performance evaluations.
- Actively participates in departmental staffing requirements, including the onboarding, hands-on training, and skill development of customer service staff.
- Applied knowledge of Discovery Laws and State Evidence Codes to ensure compliance in subpoena and records retrieval processes.
- Provides record retrieval, subpoena preparation, and document management for the legal and insurance industries.
Southeast Region Client Relations II
ABI Document Support Services
04.2024 - 04.2026
Southeast Region Retrieval Specialist II
ABI Document Support Services
05.2019 - 04.2024
- Collected medical records from healthcare providers, employment and insurance records, and entered relevant information into secure database
- 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
- Make contact with different facilities and employers to request records
- Contacted facilities and employers to request necessary records. 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 relationships with fellow staff and management
- Identified customer needs promptly to ensure timely access to requested records
Senior Customer Service Agent
Healthfirst
12.2014 - 05.2019
- Delivered exceptional customer service by rapidly assessing and addressing needs
- Handled provider/member inquiries about insurance coverage and products
- Handled provider and member inquiries regarding insurance coverage and products to ensure clarity and understanding
- Directed calls to appropriate departments while resolving outstanding complaints to enhance customer satisfaction
- Educated members on benefits and answered questions during calls
- Engaged clients in person and over phone to answer questions and address complaints.
- Escalated issues to proper supervisors when standard processes were not effective.
- Served as Team Leader and coordinated workloads with Supervisor
- Trained and directed new employees in call script use, conflict resolution, and data entry practices to boost customer satisfaction ratings.
- Dedicated additional 15-20 hours of overtime to support team initiatives
- Performed effectively in fast-paced environment with clear communication
- Transformed customer feedback into actionable strategies that improved service delivery and addressed client concerns
- Strategically collaborated across departments to optimize critical workflows.
- Researched billing inquiries and claims to process payments and refunds
- Managed administrative tasks (sorting faxes, correspondence, forms)
- Built valuable workplace relationships that enhanced team effectiveness.
- Navigated information systems to resolve issues efficiently
Education
High School Diploma - General Education
Deltona High School
Deltona, FLAssociate of Science -
Anthem College
09.2012 - 05.2013
Skills
- Customer service
- Escalation resolution
- Order management
- Client engagement
- Team Training
- Training development
- Problem Solving
- Communication
- Multi-Channel Communication
- Empathy
- Emotional Intelligence
- Proactive
- Relationship management
- Customer satisfaction
Accomplishments
- Worked alongside a team to develop metrics aimed at boosting performance and refining processes.
- Managed a team of 13 staff members to facilitate effective communication and deliver outstanding service.
- Conducted training for new hires and provided continuous training for existing employees to maintain high standards of customer service.
Languages
- Spanish
- English
Timeline
Southeast Region Customer Service Team Lead
ABI Document Support Services
04.2026 - Current
Southeast Region Client Relations II
ABI Document Support Services
04.2024 - 04.2026
Southeast Region Retrieval Specialist II
ABI Document Support Services
05.2019 - 04.2024
Senior Customer Service Agent
Healthfirst
12.2014 - 05.2019
Associate of Science -
Anthem College
09.2012 - 05.2013
High School Diploma - General Education
Deltona High School