Gabriela Torres 

135 Nickolas Cir 

Lebanon, TN 37087 
615.864.3494 
sofia97torres@gmail.com 

SKILLS 
Bilingual in English and Spanish, phone etiquette, ability to communicate with clients courteously and professionally, strong 
attention to detail, ability to effectively lead staff members, and ability to multi-task in a high paced environment with good 
organizational skills. 

EXPERIENCE 

Results Physiotherapy, Nashville ​- Patient Support Lead 

July 2020​ - ​Present 

● Ensure support staff are accurately completing duties as assigned. 

● Provide ongoing training and performance management of Support Staff. 
● Communicate policy and procedural changes to the team.  
● Work closely with the Clinic Director to ensure clinic performance goals are met. 
● Communicate with the District Operations Leader and District Patient Support Lead regarding staff or clinic 
concerns. 
● Schedule new and existing patients: obtain pre-certification, authorization, prepare patient charts as appropriate, 
and process discharged charts. 
● Enter new patient demographics and insurance information into system accurately and in a timely fashion. 
● Fax, file, and maintain log for physician approval of evaluations and re-evaluations. 
● Collect payments and manage cash box and bank deposit. 
● Process medical records requests for active patients. 
● Track referral and visit information to prepare weekly statistical reports. 
● Prepare supply orders and maintain adequate inventory with regards to clinic budget. 

Legal Intake Professionals, Nashville​ - Escalation Team Lead 

October 2017 - July 2020 

● Provide great customer service in both English and Spanish.  

● Secure new clients for law firms across the country. 
● Train new employees on how to provide proper customer service and the proper process of taking calls. 
● Train new team leads and supervisors on how to use our company’s system and their job duties. 
● Evaluate and coach employees weekly on their calls. 
● Assist direct supervisor with paperwork for corrective actions. 
● Create scorecards to track the employee’s monthly progress. 
● Resolve IT issues experienced by employees. 

Old Navy, Mt. Juliet​ - Women’s Department Team Lead 

July 2016 - October 2017 

● Trained new employees on how to provide proper customer service, work the cash register, and fold clothing. 
● Assisted with unloading the shipment truck each week. 
 ● Assisted with placing new clothing in the women’s department and changing the mannequins. 
● Rearranged the women’s department at the start of every quarter.  
● Responsible for opening and closing the store when asked. 
● Counted money in each register and safe prior to opening and closing the store.  

EDUCATION 

Trevecca Nazarene University, Location ​- Pre-Occupational Therapy 

August 2015 - December 2019