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Yyyyyy x. yyyyyy
0000 xxxxxx xxxx , xxxx , xxxxx 00000 xxx-xxx-xxxx abc@xyz.com
Profile of Qualifications
Over 20 years of customer service, employee training, call center management, staff leadership, translation, analysis, procedural development, documentation, negotiation, trend management, clerical, quality assurance, human resources, employee payroll and administration experience.
Proficient in Microsoft Office Suite, Avionte and Oracle software applications.
Bilingual proficiency in both English and Spanish.
OSHA 30 Certified and insurance licensed in Louisiana, with TWIC access.
Well-organized multi-tasked with strong detail orientation.
Self-driven, effective team player with strengths in communication and developing interpersonal relationships.
Career Track
Claim and Safety Representative, Savard Labor and Marine Personnel. 2015
Diligently assist Claims & Safety Manager with claims, files, records, compensation, payroll and medical expenses.
Prepare OSHA Record Incident & Safety Logs, personnel expenses, employee workers comp mileage, PPE tracking documenting, orders and inventory.
Review, classify & apply appropriate Current Procedural Terminology (CPT) to medical bills and code for discounts.
Organize, sort, categorize & adjust all bills from vendors for managerial approval and convert reports from Avionte software to Excel.
Escort personnel to medical facilities, exams, testing and safety orientation meetings.
Translate documentation for non-English-speaking individuals and families.
Spanish Analytical Linguist, Independent Contractor, Conduit Language Services. 2014 - 2015
Knowledgeably translated, analyzed & transcribed calls, recordings and documents from Spanish to English.
Collaborated with linguists to prepare & update all documents, records and reports for Federal agencies.
Accurately updated case information for agents and reported crucial information.
Provided accurate translation & analysis and participated in daily minimizations & update meetings.
Expertly reviewed, corrected & updated transcripts, synopsis and reports for reporting agency.
Trainer Specialist, Maximus 2013 - 2014
Effectively presented training materials and subjects to new managers, supervisors and customer service representatives.
Actively participated in Quality Assurance efforts as Trend Trainer Specialist helping to identify trends and formulated appropriate instructional materials for call center representatives.
Collaborated with 40 trainers and managers to develop training materials & curriculum.
Efficiently supervised CSR completion of required courses and materials requested by client and management.
Actively participated in management and department meetings.
Comprehensively reported daily training sessions and agendas.
On Site Bilingual Customer Care Specialist, Magellan Health Services 2013
Assisted patients and providers with mental health services offered by Medicaid and State.
Knowledgeably and expertly provided authorizations for services on inpatient and outpatient basis to providers.
Diligently applied all HIPAA and HII laws and requirements and participated in training & development meetings.
Call Center Manager & Administrative Assistant, Intralot 2008 - 2012
Authoritatively directed CSRs engaged in providing technical support for Louisiana Lottery retailers and recruited, trained & directed 18-person team for Arkansas & Louisiana areas, instructing groups of up to 4,000 retailers.
Developed & implemented call center procedures, manuals, PowerPoint presentations and reporting for Louisiana State Lottery & company senior managers.
Accurately processed files, background checks, work verification & time cards for new personnel and prepared meeting & conference agendas.
Expertly maintained quality assurance standards in conjunction with eight Hotline staffers and instructed Call Center Managers & Service Representatives.
Prepared informative PowerPoint presentations for trade shows, classrooms, group and shadowing environments.
Dutifully supported General Manager, Regional Director & Field Department and dispatched technicians.
Managed all office supplies, vendor interaction and negotiation on janitorial & furniture contracts.
Yyyyyy x. yyyyyy
Page Two
Bilingual Administrative Assistant, House of Brokers, Inc. 2005 - 2008
Knowledgeably translated contracts & documents between English and Spanish.
Processed real estate transactions and coordinated with agents, vendors, lenders, title firms and service personnel.
Diligently established & conducted various appointments and ensured client satisfaction.
Managed company rental properties, accepted rent payments and signed contracts with applicants.
Handled advertising concerns and executed thorough property database searches for customers.
Front Desk Bilingual Receptionist, Debt Reduction Services 2006
Efficiently managed and routed large number of incoming customer calls & mail.
Diligently instructed customers regarding company programs and procedures.
Knowledgeably executed administrative duties and translated documents.
Bilingual Customer Service Representative, Policy Studies 2004 - 2005
Routed incoming calls regarding open Child Support cases for State of Idaho and verified contact information.
Skillfully provided information for employers, lawyers, caseworkers and probation officers.
Bilingual Donor Service Representative III, World Vision 2002 - 2004
Diligently trained other Customer Service Representatives in Emotional Intelligence.
Knowledgeably translated letters and answered incoming calls from donors.
Professionally issued considered recommendations and feedback during meetings.
Education
International Air Academy, Vancouver, WA
Certificate - Airport & Airline Services, 1990
Universidad de San Carlos de Guatemala, San Marcos, Guatemala
Social Work, 1987
Colegio San Marcos, San Marcos, Guatemala
Diploma - Science & Literature 1982
Licenses:
Department of Insurance State of Louisiana
2015
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