Customer Service Quality Assurance

ANGELA MARTINEZ

Albuquerque, NM *****

******.************@*****.*** 1-505-***-****

SUMMARY

Dedicated customer service professional with over 10 years of experience in service delivery, problem-solving, and building customer relationships. Proficient in handling high-volume call environments, insurance verifications, and quality assurance. Skilled in providing personalized solutions to improve customer satisfaction, streamline operations, and drive business success. Adept at working independently and as part of a team in fast-paced environments.

WORK EXPERIENCE

Medical Eligibility Analyst

TEKsystems – Albuquerque, NM

11-12-2023 – 09/30/2024

Verify insurance eligibility, benefits, pre-certifications, prior authorizations, and referrals for scheduled outpatient services via phone and insurance websites.

Facilitate patient data verification for clinical, billing, and compliance purposes.

Identify alternative financing options and refer patients to appropriate agencies.

Customer Service Specialist

Foundever – Albuquerque, NM

September 2023

Maintained customer satisfaction through proactive one-call resolutions.

Addressed complaints, collected payment information, and placed orders with 100% accuracy.

Achieved high satisfaction ratings by efficiently resolving customer issues.

Phone Operator

Medical & Commercial Communications – Albuquerque, NM

October 2022 – May 2023

Handled an average of 150 calls per day, directing callers to appropriate personnel.

Provided general information and ensured excellent first impressions during customer interactions.

Quality Advisor

Accenture – Albuquerque, NM

August 2022 – October 2022

Implemented quality assurance processes to minimize errors and maximize customer satisfaction.

Conducted root cause analysis and quality audits to improve efficiency.

Customer Service Representative

Teleperformance USA – Albuquerque, NM

January 2022

Clarified customer issues and resolved product/service complaints, achieving high customer retention.

Handled a high volume of calls with minimal wait times, ensuring prompt service.

Appointment Scheduling Specialist

Aston Carter – Albuquerque, NM

August 2021 – September 2021

Acted as the first point of contact for prospective clients, setting up appointments and managing inquiries.

Voter Registrar

ATA Services – Albuquerque, NM

March 2019 – January 2020

Verified paperwork for accuracy and organized records to ensure secure information management.

Server / Cashier

Isleta Casino & Resort – Albuquerque, NM

November 2017 – June 2019

Operated cash register with 100% accuracy and provided excellent customer service in a fast-paced environment.

EDUCATION

Computer and Information Sciences

Capella University – Minneapolis, MN

Expected September 2026

High School Diploma

West Mesa High School – Albuquerque, NM

May 1994

SKILLS

Customer Service & Assistance (10+ years)

High-Volume Call Environments (10+ years)

Salesforce (4 years)

Microsoft Office (10+ years)

Problem Resolution (10+ years)

Insurance Verification (3 years)

Effective Written & Verbal Communication (5 years)

Quality Assurance & Process Improvement

Call Volume & Quality Metrics (10+ years)

Conflict Management & Issue Resolution

CERTIFICATIONS & ASSESSMENTS

Sales Skills – Completed

Scheduling – Completed

Attention to Detail – Completed

Basic Computer Skills – Proficient

Verbal Communication – Completed

Call Center Customer Service – Proficient

Work Style: Reliability – Proficient

Customer Service – Proficient

LICENSES

Valid Driver’s License

LINKS

Sales Skills Assessment

Additional Assessments

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