Remote Data Entry Clerk with 10 Years Admin Experience
Resume:
Monica Torres
210-***-**** • **************@*****.***
https://www.linkedin.com
Summary
Dedicated Customer Service professional with over 11 years of experience in high-volume contact center operations and customer experience (CX) management. Expert in active listening and conflict resolution strategies to drive brand loyalty and resolve complex inquiries. Highly proficient in call documentation, data entry, and CRM management to ensure high-quality records for auditing and operational efficiency. Work Experience
Customer Service Specialist February 2022 – May 2022 ALORICA, SAN ANTONIO, TX
Reduced customer wait times by 25% by identifying bottlenecks in service workflows and applying efficient problem solving techniques.
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Managed over 60 inbound calls daily, utilizing active listening to address retail banking inquiries with a 98% accuracy rate in call documentation.
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Recorded and escalated complex issues to supervisors through the CRM system, ensuring 100% adherence to resolution timelines.
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Guided customers to appropriate departments to enhance the customer experience, increasing first-contact resolution rates by 20%.
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Maintained strict compliance with regulatory policies while performing high-volume data entry and administrative tasks ahead of schedule.
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Supervisor June 2000 – November 2006
MEDICAL CAPITAL RECOVERY, SAN ANTONIO, TX
Led and mentored a 15-member team in a contact center environment, achieving 95% of productivity goals while maintaining remote work etiquette standards.
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Listened to and managed 40-50 daily inbound calls regarding SSDI/Medicaid applications, ensuring high-quality call documentation and 98% accuracy.
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Guided patients through complex financial assistance processes to improve customer experience and eligibility approval rates.
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Identified training gaps and conducted onboarding for new hires, reducing ramp-up time by 20% and elevating overall service quality.
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Maintained 100% accuracy in patient records via CRM database management, ensuring data entry integrity and HIPAA compliance.
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Administrative Assistant April 1995 – June 2000
CARDON HEALTHCARE NETWORK, SAN ANTONIO, TX
Recorded and coordinated over 50 telephone appointments weekly with the Social Security Administration, ensuring timely customer support.
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Processed high-volume inbound calls and correspondence with 98% resolution consistency, focusing on quality call documentation.
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Guided clients in completing complex applications while adhering to HIPAA and regulatory standards with 100% compliance.
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Identified and applied conflict resolution skills to handle sensitive situations, significantly reducing complaint levels and improving satisfaction scores.
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Maintained confidential records and optimized office operations through precise data entry and organizational excellence.
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Education
Bachelor's Degree not obtained in Business July 2024 – October 2024 GRAND CANYON UNIVERSITY
Bachelor's Degree Not Obtained in Psychology June 2019 – August 2022 SOUTH UNIVERSITY
Additional Skills
Customer Support & Experience: Customer Service, Active Listening, Customer Experience (CX), Conflict Resolution, Problem Solving, Call Documentation, Contact Center Operations Technical & Software: CRM Systems, Microsoft 365, Microsoft Excel, Data Entry, Database Management Operations & Leadership: Team Leadership, Performance Management, Training & Development, Remote Work Etiquette, Operational Efficiency, Appointment Coordination
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