Elena B. Ramos

***** ** *** ******

Miami, FL ***96

786-***-**** / acuj31@r.postjobfree.com

Objective:

I am a skilled administrative and technical support professional looking for new challenges in a virtual or office

environment with an opportunity to contribute to your company’s success. I have successfully provided support services

in various ways with over 15 years’ experience in technical support, customer service, sales, call center, online chat

customer support, web, email support, administrative assistant, teaching, music, human resources, recruiting, insurance,

interpreting, dictation, as well as organizing and managing all office administrative duties.

Skills:

Proficient in Microsoft Excel, Microsoft Word, Outlook, Desktop Music Production, Piano Instruction, WebOps, AIC

(Agent Interaction Center), Tesla, Spectrum, On Point, DR Call View, Staff Site, iLog, Mac, Print shop, Medical

Manager, G-Neil Employee tracking system, Microsoft PowerPoint, Lotus Organizer, Act, Applied Systems Technology,

QuickBooks, Xora Employee Time Track, Microsoft Access, scanning and typing 65 WPM. Fully bilingual in English

and Spanish.

Experience:

12/15 – Present Kids N Notes

Administrative Coordinator/ Music Instructor

Provide music instruction in piano and theory for Pre-K and Elementary level students. Prepare schedules, reports, lesson

plans and curriculum to teach the fundamental principles of music and musicianship skills for students to learn various

playing styles to enjoy and play in any genre and incorporate those different styles to invent his or her masterpiece to call

their own.

11/14 – 12/15 HealthSouth Rehabilitation Hospital of Miami

Human Resources Administrative Assistant

Assisted in scheduling applicants for interviews and Open House events. Prepared General Orientation books, New Hire

documents, update PowerPoint presentations and assist with technical support. Provided employees with information on

benefits, computer training and any other Human Resource need. Reviewed policies to ensure compliance. Verified

clinical licenses for clinical staff at hire and at renewal, verify Social Security and I-9's. Assisted with audits, update excel

spreadsheets and scan to electronic files. Assisted with PeopleSoft and entering information as needed. Tracked initial

documentation for new hires, 90 day and annual reviews on a timely basis as well as making sure all documentation was

processed and cleared for students and contractors. Process ID badges for new hires, students and contractors, prepared

and processed OIG's. Prepared schedules, agendas and meeting minutes. Provided administrative support and covered the

front desk as needed.

7/12 – 10/14 West Corporation (West at Home)

Bilingual Technical Performance Assessment Liaison Supervisor

Provided support to current Work at Home Call Center Agents. Monitored Agents in AIC (Agent Interaction Center).

Communicated with Agents and assisted in providing an excellent level of service for various products. Processed and

completed Evaluations and advised Agents on performance feedback for quality improvement on calls in order to attain

and exceed client goals. Issued and processed PINs, scheduled goals in the WebOps system. Completed trainings,

technical support, submitted SDR tickets for Agent training resets, extensions and notated accounts accordingly.

Processed daily reports, schedules and guidelines as Queue Monitor. Communicated through Staff Site E-mail, Instant

Messenger, Direct dial and incoming calls when logged into call processing. Answered large volume of Gateway Chats

for all West Direct Inc. Skills to assist Agents. West Corporation (West at Home) - Work at Home Spanish Interpreter

Provided excellent customer service by accurately translating to Spanish and promptly responding to phone calls from

existing clients. Logged in, transferred and set up conference calls with appropriate third party customers.

4/11 - 7/12 Liveops

Part Time Work at Home Customer Service Call Center Agent

8/12 – 1/13 Learn It Systems

Technical Support/ Part Time Tutor – Online Classrooms

Assisted Students and Teachers with any technical online classroom issues. Helped students and tutored for proper audio,

visual technical guidelines set up.

5/12 - 7/12 Kelly Services Staffing - Miami, FL

Work at Home Technical Support Adviser/Temporary Staffing Project

Provided excellent customer service by phone, email and chat. Updated, evaluated customer accounts, performed

appropriate steps to troubleshoot and recommend options for technPage 2

Elena B. Ramos

13935 SW 151 Avenue

Miami, FL 33196

786-***-**** / acuj31@r.postjobfree.com

5/01 - 5/12 Florida Center for Allergy & Asthma Care - Miami, FL

HR Coordinator/Technical Support Representative/Recruiter/Administrative Assistant

Recruited, cold-called, screened and placed candidates for various positions throughout the Practice. Monitored Interns

from Colleges without cost for our Dade, Broward and Palm Beach County offices. Built and maintained relationships

with Career Advisers. Updated on-line job postings, researched other recruitment sources, revised, proofread and edited

resumes. Ensured legal compliance and maintained Federal and State Labor Law posters throughout all locations.

Performed reference, background checks, drug screening and verified documentation for prospective candidates.

Completed Employment Verifications, payroll changes, maintained employee forms, processed new hires online,

downloaded from government web-sites employee forms free of charge as a cost-effective method as other methods.

Updated and processed STD claims, enrolled, updated and explained employee insurances for 150 employees in sixteen

offices: Medical, Dental, Vision, STD, LTD, Life Insurance, AFLAC and 401-K insurances. Handled all administrative

office duties including translating dictation letters, interpreting, reports, schedules, memos, company signs, employee

greeting cards, checked and distributed company email and mail on a daily basis, scanned, proofread and ordered all

printed materials. Ordered and had to troubleshoot company cellular phones, provided technical support, researched,

checked product information online and resolved billing account discrepancies.

4/00 – 5/01 New Boston Select Staffing – Miami, FL

Personnel Supervisor/Recruiter

Provided temporary and permanent placement service to companies. Filled orders, recruited, interviewed, tested, screened

applicants, edited resumes and placed prospective candidates; processed employee applications, entered client

information, processed reports, handled incoming calls, filled out employment verification reports, payroll, customer

proposals, composed, proofread business letters, resumes, faxes, marketed, quoted, sales, and managed the office.

4/99 – 4/00 Premier Development International, Inc. – Miami, FL

Administrative Assistant

Performed administrative support functions for the President. Updated contracts for sub-contractors on each project,

maintained Notices to Owners, Releases of Lien, Certificates of Insurance, purchase orders, leases, composed, proofread

business letters, faxes, proposals, spreadsheets, project schedules and answered phones. Maintained office equipment and

supplies, inventory, distributed and took care of incoming mail, kept project files and accounting files in order, payroll and

posted bills. Also, translated letters, made travel arrangements for owner, scheduled meetings and handled the office.

6/95 - 4/99 Budget Quality Staffing, Inc. - Miami, FL

Supervisor/Recruiter

Promoted to Supervisor and recognized as one of top producers by surpassing placement goals. Responsible for recruiting,

screening and placing prospective candidates. Revised and edited resumes for prospective applicants. Processed

employment verification reports, customer proposals, and managed the office.

Executive Administrative Secretary / Assistant to the C.E.O. and President. Handled private, business accounts and

involved in special projects. Worked with clients and management to resolve account discrepancies. Organized and

maintained files, faxes, reports, translated for the President, processed incoming and outgoing mail, maintained supplies,

equipment, inventory, travel arrangements, coordinated meetings, appointments, cashed checks and other duties.

7/93 - 6/95 Henry M. Flagler Elementary School - Miami, FL

Paraprofessional

Planned projects for children ages five to eight. Assisted in music school functions and student schedules. Processed tests

and homework assignments. Tutored students and relieved full-time teachers going on daily breaks.

Education:

2012 - 2014 West Corporation/West Direct, Inc. - Technical Support and Customer Service Trainings

2009 Berklee College of Music online - Desktop Music Production

Ableton Live, Sonar 8 and Reason 4 software Knowledge

1994 - 1997 Miami Dade Community College - Business Administration

1996 - 1998 Seminars - Customer Service - Fred Pryor / Sales - Budget Quality Staffing, Inc.

Hiring for Attitude - Padgett Thompson / Targeted Hiring Techniques - Padgett Thompson

1993 – 1995 Certificates in Education - Henry M. Flagler Elementary School

1985 – 1997 Wagner Music Conservatory, Inc. - Piano Instruction

References: Available upon request.

Contact this candidate