Customer Service & Admin Specialist with 10+ yrs Experience

Zelihanna Torres

Charlotte, NC ***** 704-***-**** **********@*****.***

Professional Summary

Dedicated Customer Service and Administrative Support Specialist with 10+ years of experience in high-volume call centers and office environments. Skilled in problem resolution, account management, scheduling, and team support. Recognized for strong communication skills, ability to de-escalate complex issues, and commitment to meeting company goals. Seeking to leverage expertise in customer service and office administration to support organizational success.

Core Skills

● Customer Relationship Management (CRM)

● Call Center Operations (100–200 calls/day)

● Conflict Resolution & De-escalation

● Payment Processing & Bookkeeping

● Scheduling & Workflow Coordination

● Benefits & Insurance Verification

● Data Entry & Records Management

● Team Collaboration & Leadership Support

Professional Experience

Spectrum TV – Charlotte, NC

Customer Support Specialist (Agent 3) Feb 2017 – current

● Delivered account support for billing, troubleshooting, and service inquiries, handling 25-30 calls per day.

● Assisted in escalations and team leadership topics, supporting supervisors and IT leads.

● Processed payments, managed account updates, and retained customers through effective problem-solving.

● Consistently met quarterly performance goals and service quality metrics. Republic Services – Charlotte, NC

Customer Service Consultant 2016 – 2017

● Supported customer accounts, contracts, and renewals while ensuring accurate recordkeeping.

● Processed payments, maintained scheduling, and achieved quarterly quotas. Regeneron (Eylea 4U Program) – Remote/Charlotte, NC Patient Care Coordinator 2015 – 2016

● Managed sensitive patient medical records for specialty eye medication approvals.

● Processed 200–300 forms daily, including enrollment, benefits investigation, and insurance verification.

● Coordinated with physician offices to resolve missing information and ensure compliance with medical coding.

Aon Hewitt – Charlotte, NC

Customer Service Associate 2014 – 2015

● Supported employees with healthcare, benefits, compensation, and system access inquiries.

● Conducted benefits verification, processed death benefits, and assisted with recruitment and exit processes.

● Balanced high-volume inbound calls with administrative projects such as benefit calculations and data management.

Stone Arbor Way Apartments – Charlotte, NC

Leasing Agent 2013 – 2014

● Processed rental applications, conducted property tours, and assisted in lease renewals.

● Coordinated apartment readiness for new tenants and maintained competitive market reports.

Convergys (Comcast Project) – Charlotte, NC

Customer Service Representative II 2012 – 2013

● Delivered world-class service in inbound call center, resolving customer issues effectively.

● Handled billing adjustments, up-selling opportunities, and over 50 daily calls. Connextion – Charlotte, NC

Customer Service Representative 2011 – 2012

● Processed prescription codes and approvals with physicians and insurance providers. Center Point – Charlotte, NC

Telecommunications Representative 2010 – 2011

● Assisted homeowners with financial hardship accounts and consistently met quotas. Gateway Academy – Charlotte, NC

Administrative Assistant 2009 – 2010

● Supported educational advisors, processed payments, and developed workflow charts for inventory and bookkeeping.

Education

High School Diploma Charlotte, NC

Additional Information

Desired Pay Rate: $20.00 – $26.00/hour

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