Stella Soraya Hampton
***** *.* **** ******, Miami, Florida 33179
Cell: 786-***-**** Email: firstname.lastname@example.org
Bachelor Degree in Sociology and Political Science, 2001-2005
Universidad Autónoma de México, México City, México
Trilingual Secretarial Certification, 1997-1999
Professional Secretarial School, Port-au-Prince, Haiti
Pre-Medical school, 1999-2001
Universite D’état D’Haiti, Port-au-Prince, Haiti
Fluent in: English, Spanish, French, and Creole
Molina Healthcare Inc. Doral, Florida
Member Services representative Mai 2011-April 2012
Respond to incoming calls from members and providers excluding provider claims calls.
Achieve individual performance goals as it relates to call center objectives
Engage and collaborate with other departments as applicable
Comply with workplace safety standards
Comply with regulatory requirements
Demonstrate positive working relationships with peers and effectively manage conflict
Attend meetings and training sessions as scheduled
Show flexibility in meeting changing performance objectives consistent with Molina and department objectives
State Plan / Department Specific Duties and Responsibilities
Accurately record all calls in QNXT as applicable
Responds to internal and external customers in a timely and accurate manner, treating them with respect and courtesy
Advise callers of outstanding HEDIS services needed
Assists callers with Web Portal registration and utilization
Ad hoc requests for member materials
Quadel Consulting, through (Miami Dade Housing Authority) Miami, Florida
Customer Service/ Housing Specialist April 2009 – June 2010
Interviews applicants to determine housing needs and eligibility.
Initiates applicant file.
Schedules recertification, make appointments with participant and interview participant.
Documents family composition, citizenship status, income, age, identity, assets and other information as required.
Collect recertification information, including income and household changes.
Obtains current, third party verification in accordance with program requirements and procedures.
Determines eligibility, calculates income allowances, assets, and rent and performs data entry. Calculates new Total Tenant Payments (TTP) and HAP payments for recertification.
Notifies clients and owners of the results of annual recertification.
Monitor participant move and lease terminations.
Schedules clients for briefings to explain HUD guidelines. Conducts group or individual briefings. Describes the special mobility program, HCV program benefits, program rule and obligations and program processes.
Coordinates activities with supervisor, counselors/case workers, inspectors, and other coworkers.
Ensure knowledge of program processes and procedures in order to accurately assist clients and visitors.
Promptly, professionally and courteously receives telephone calls and visitors.
Maintain accurate and complete sign-in procedures for clients and visitors.
Maintain log of visitors to document-drop off center for monthly report.
Maintain confidentiality of organization and client related information.
Performs timely and accurate data entry
Nationwide & Multi Services, Ft. Lauderdale, Florida
Customer Service/ call center May 2006 – February 2009
Receives large amount of inbounds calls
Managed case load of 100 customers a day.
Advertising and promoting services to potential customer through the phone.
Processed accounts payable, accounts receivable and payroll.
Supervised and conducted performance review for 3 full-time employees.
Responsible for the professional and efficient management of clients, visitors, telephone calls and messages, as well as a variety of clerical duties such as faxing, filing, photocopying, data entry, and word processing.
National Palace of Haïti, Port-au-Prince, Haïti
Assistant to the President January 1999 – September 2001
Responsible for the professional and efficient management of the President’s office.
Liaison with visitors via telephone and in person.
Managed President’s agenda and travel itineraries.
Coordinated events/activity schedule for visitors.
Managed multi-line telephone system, conducted calendar maintenance, performed data entry, file maintenance, faxing, photocopying, and typing.
Florida Quadel: Customer Service