Laura Torres
Tucson
Summary
Accomplished Customer Service Representative with expertise from AmeriBen/IEC Group, excelling in conflict resolution and customer relationship management. Leveraged strong communication skills and product knowledge to exceed performance metrics, enhancing customer satisfaction. Proficient in Microsoft Word and adept at de-escalation, consistently achieving a 95% customer satisfaction rate. Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Customer Service Representative
AmeriBen/IEC Group
Boise
07.2021 - Current
- Escalations Representative
- Subject Matter Expert
- Customer Service Representative
- Provided exceptional customer service by promptly addressing inquiries, resolving issues, and ensuring customer satisfaction
- Managed a high volume of incoming calls and emails, consistently meeting or exceeding performance metrics for response time and resolution
- Demonstrated strong product knowledge to effectively answer customer questions and provide accurate information
- Built rapport with customers through active listening, empathy, and personalized interactions
- Worked on the escalations and technical support lines
- Assisted with locating network providers
Financial Services Representative
Banner Health
Tucson
11.2020 - 09.2021
- Advocated support for existing customers experiencing hardship, added insurance, billed insurance, made outbound calls to resolve discrepancies with insurance. Sent accounts for review, placed customers balances on hold and set up payment plans
Customer Service
C3 Industries
Tucson
04.2017 - 05.2020
- Assisted with 2 different lines of business with this company.
- 1. Cox Communications, internet tech support, directing consumers how to troubleshoot their internet dilemmas, installations, and upgrades.
- 2. Humana Medicare advantage - inbound calls for members clarifying coverage, claims, id card ordering, premium payments
Education
High school diploma -
Woodward Academy
Shallowater, TX05.2012
Skills
- Phone etiquette
- Communication skills
- Customer service
- Microsoft Word
- Medical billing
- Typing
- Medical coding
- Conflict resolution
- Product knowledge
- Customer relationship management
- Call center operations
- Insurance billing
- Payment processing
- Active listening
- Empathy building
- Effective communication
- Performance metrics
- Team collaboration
- De-escalation techniques
- Reporting and documentation
- Goal setting and achievement
- Remote office availability
Certification
Driver's License
Timeline
Customer Service Representative
AmeriBen/IEC Group
07.2021 - Current
Financial Services Representative
Banner Health
11.2020 - 09.2021
Customer Service
C3 Industries
04.2017 - 05.2020
High school diploma -
Woodward Academy
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