Abril Garcia

I am an experienced Customer Service Representative with two years of experience in high-volume call centers, specializing in the medical field. I excel in providing efficient and high-quality service while adapting to fast-paced and evolving environments.

Key Skills & Expertise

• Proficient in Microsoft Office and CRM tools
• Strong multitasking and problem-solving abilities
• Ability to adapt quickly to system and policy updates
• Excellent verbal and written communication skills

Performance Highlights

• Maintained a customer satisfaction rate exceeding 90%
• Achieved an average handle time (AHT) of 5 minutes
• Consistently delivered effective case resolution

Dedicated Customer Service Representative with two years of experience in call centers, specializing in healthcare and telecommunications. Proven ability to handle high call volumes while maintaining customer satisfaction rates above 90%. Skilled in Microsoft Office, CRM tools, ACD systems, and data management. Strong multitasking abilities and adaptability to fast-changing environments.

Skills

• Bilingual Communication (English C1 | Spanish Native)
• Customer Support & Case Resolution
• Microsoft Office & Google Workspace
• CRM & ACD Tools (Trello, QuickBooks)
• Data Entry & Claims Processing

Professional Experience

• Assisted members with health insurance invoices, ID cards, and provider selection, maintaining a 95% customer satisfaction rating.
• Processed claims with a 90% approval rate on first submission.
• Ensured 80% of cases were resolved within 24 hours through phone, email, and chat support.
• Trained new agents, improving their productivity by 25% within three months.

• Managed incoming customer calls, maintaining a customer satisfaction rating of 80%+.
• Utilized Trello for tracking interactions and managing follow-ups.
• Achieved quality assurance metrics, with a low average handle time (AHT) of 4:45 minutes.
• Worked with cross-functional teams to resolve issues, reducing escalated calls by 10%.
• Used CRM software to track interactions, ensuring data accuracy and timely follow-ups.

High School Diploma — Colegio de Bachilleres del Estado de Chihuahua