Open to opportunities

Keisha Torres

@keishatorres

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Empathetic Content Moderator with 15+ years in customer support.

United States

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What I'm looking for

I am looking for a role that values empathy and communication, where I can continue to support users and foster safe online communities.

I am an empathetic and detail-focused Content Moderator with over 15 years of experience in customer support, healthcare, benefits administration, and claims resolution. My career has been defined by my exceptional communication skills and sharp judgment in ambiguous situations, allowing me to coach, guide, and engage users in a safe online space. I am proficient with chat-based tools, CRM systems, and remote work technology, which has enabled me to foster safe and positive digital communities for youth.

In my most recent role as a Benefits Specialist at Conduent, I provide direct, empathetic support on complex benefit issues, ensuring compliance while handling sensitive data with discretion. My previous experiences include delivering live chat support for patient billing and scheduling, where I maintained a 95%+ satisfaction rate. I have a proven track record of resolving customer inquiries efficiently and effectively, always striving to create a positive experience for users.

Experience

Work history, roles, and key accomplishments

Current

Benefits Specialist

Current

Conduent

Aug 2024 - Present (10 months)

Provided direct, empathetic support on complex benefit issues including FMLA, COBRA, and ERISA. Coached users through system navigation with clarity and kindness, often via chat and email.

FMLA COBRA ERISA Chat Support Email Communication Data Privacy Compliance Benefits Administration

Medical Billing & Appointment Support

Working Solutions

Feb 2022 - Present (3 years 4 months)

Delivered live chat support for patient billing and scheduling, maintaining a 95%+ satisfaction rate through timely, friendly responses. Logged and resolved over 100+ tickets daily using CRM platforms.

Live Chat Support Billing Scheduling Customer Satisfaction CRM Platforms Ticket Resolution

Billing Clerk / Data Entry Specialist

MAWD Pathology

Dec 2021 - Present (3 years 6 months)

Interpreted nuanced communication across systems, identifying and correcting errors. Developed dashboards to track accuracy and efficiency in workflow while protecting confidential information and maintaining HIPAA compliance.

Data Entry Billing Workflow Optimization Dashboard Development HIPAA)Confidentiality

Dispatcher & Customer Service Representative

Herff Jones

Mar 2017 - Present (8 years 3 months)

Handled high-volume customer inquiries via chat and phone, resolving order issues with warmth and precision, even during peak seasons. Known for fast response times and consistent positive feedback.

Customer Service Dispatching Chat Support Phone Support Order Resolution Customer Feedback

Education

Degrees, certifications, and relevant coursework

AAPC

Certification, Medical Coding

Currently pursuing certification in CPC Medical Coding through AAPC, developing expertise in medical coding standards and practices.

Kansas City College of Nursing

Certification, Nursing Assistant

Obtained certification as a Certified Nursing Assistant, demonstrating foundational knowledge and skills in patient care and support.

Vocational Technical School

Certification, Administrative Assistant

Completed training and received certification as an Administrative Assistant, focusing on office management, organizational skills, and administrative procedures.