Yvette Torres
The Bronx,NY
Summary
Experienced CNA and customer service representative with a strong background in healthcare inquiries, patient care, and accurate documentation. Skilled in resolving concerns, de-escalating difficult conversations, and maintaining HIPAA compliance. Focused on delivering respectful support and reliable follow-up.
Overview
2
2
Languages
10
10
years of professional experience
Work History
Certified Nursing Assistant
Rehabilitation Center of South Geaorge
Tifton, GA
10.2025 - 09.2026
- Monitored vital signs and reported changes in resident condition promptly
- Assisted residents with bathing, dressing, grooming, and toileting needs
- Supported safe transfers, ambulation, and repositioning using proper body mechanics
- Documented daily care activities and resident observations accurately
- Responded quickly to call lights and resident requests with respectful care
Customer Service Representative
Ttec (TeleTech) - HealthCare Solutions
Remote Connecticut
08.2023 - 01.2025
- Resolved inbound healthcare inquiries regarding benefits, claims, eligibility, and billing with accurate information.
- Assisted members with account access, password resets, and portal navigation for self-service support.
- De-escalated difficult conversations by clarifying concerns and providing calm, solution-focused guidance.
- Documented call details and case updates in CRM systems while maintaining HIPAA compliance.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
Customer Service Representative
TTEC- OptumRX
Daytona Beach, FL
08.2016 - 08.2023
- Coordinated with internal teams to research complex issues and deliver timely follow-up responses.
- Maintained service quality by following call scripts, verification procedures, and compliance requirements.
- Adapted quickly to changing healthcare policies, systems, and customer needs during daily operations.
- Supported team workflow by prioritizing requests and resolving routine issues independently.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Education
High School Diploma -
Daytona State College
Daytona Beach, FL05-2005
CNA - Nursing
Lou-Helen Training Center
Valdosta, GA08-2025
Skills
- Patient care strategies
- Patient documentation
- Healthcare billing
- Customer relationship management (CRM)
- Quality control
- Prioritization
- Issue resolution
- Critical thinking
- Active listening
- Conflict resolution
- Microsoft Excel
- Patient care strategies
Accomplishments
- Monetary Transactions - Managed cash, check, credit, and automatic debit card transactions with flawless accuracy.
- Telephone Service - Efficiently handled over 80 calls daily, delivering information and service to guarantee customer satisfaction.
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Certified Nursing Assistant
Rehabilitation Center of South Geaorge
10.2025 - 09.2026
Customer Service Representative
Ttec (TeleTech) - HealthCare Solutions
08.2023 - 01.2025
Customer Service Representative
TTEC- OptumRX
08.2016 - 08.2023
CNA - Nursing
Lou-Helen Training Center
High School Diploma -
Daytona State College