Customer Service Administrative Assistant
Resume:
ANGELA MORALES
Cell 603-***-****
***********@*****.***
OBJECTIVE
I am a Professional Customer Service Representative/ Translator seeking to obtain a position where I can utilize
my customer service skills and maximize my professionalism to achieve a positive outcome for all concerned.
SKILLS
• Excellent verbal and written communication skills in both Spanish and English, Able to Translate
• Ability to work well in both self-directed and team environments
• Ability to prioritize work effectively and escalate as necessary in a fast paced environment.
• Excellent Data Entry skills to maintain records, prepare reports and sell products and services
• Excellent computer and typing skills as well as proficiency with Microsoft Outlook, Word and Excel
• Conduct Health Risk Assessments with members of insurance carriers
• Placed outbound engagement phone calls to support Benefits Re-determination for Individual Medical
Insurance
• Placed outbound enrollment phone calls in support of current benefit offering
• Accurately positioned products and services to engage and enroll
• Worked within established protocols, utilizing accurate problem codes and updating data fields as necessary
LIFEPLANS INC Merrimack, NH 2008 – 2012
Engagement and Enrolling Specialist
Worked Closely with Insurance Carriers: Boston Medical Center, Tufts, WellCare National, HealthFirst, New York Life, John
Hancock for Risk Care Management Services. Placed outbound Engagement phone calls to support Benefit Redetermination and
also placed Enrollment phone calls in support of current benefit offerings.
Responsible for underwriting, clinical fieldwork, ongoing care management, provider monitoring, actuarial and product
development work closely. Responsible for Spanish translations of scripts between health companies and Lifeplans Inc staff.
Experience in non-clinical telephonic health risk assessments and phone history interviews. Conducting Assessments to evaluate
cognitive status, measure ADL and IADL dependencies, make informed judgments on members' ability for self-care and
independence, based upon their living environments and overall health.
Responsible for handling incoming Eligibility phone calls and for serving as the primary customer interface for all departmental
inquiries. Responds to incoming customer service requests, both verbal and written. Identifies and assesses customers' needs
quickly and accurately. Solves problems systematically, using sound business judgment. Coordinates and support supervisor and
accountable for the daily/weekly/monthly activities of a team members.
Set priorities for the team to ensure task completion and performance goals are met, such as Quality, Adherence, Service Level
and Coordinates work activities with other supervisors, managers, departments, etc. Identifies and resolves operational problems
using defined processes, expertise and judgment.
Provided coaching and feedback to team members, including formal corrective action Conducted annual performance reviews for
team members. Provided expertise and customer service support to members/customers. Direct phone-based customer interaction
to answer and resolve a wide variety of inquiries. Responsible for managing out of state nurse home visiting agencies with a turn
around time of about 2000 cases plus a month submitted. Interview clients on the telephone to identify different benefits clients
were eligible for. Obtained clients information to ensure quality customer service for external customers was achieved.
ANGELA MORALES PAGE 2
SNHS in Nashua NH 2005 - 2007
Intake worker/Interview
Worked with the general public both on the phone and in person able in a professional manner with the low income and elderly
population. Assisted in the general office as a translator for client. Worked closely with local and State agency like DHHS, Child
Support, S.S.A. and others. Obtained clients financial information. Responsible for organizing and filing application.
Responsible for intake/interview client and determine if client is eligible for fuel or electric assistance program. Provided
emergency assistance with clients’ in serious situations in danger of having there utilities disconnected; for example (Gas,
Electric, Demand for Rent, etc…)
United State Post Office in Nashua NH 2004 - 2005
Clerk/Dispatcher
Responsible for greeting clients, Assisted in the general office as a translator for their client.
Helped client fill out varies type of forms like the “US Passport” forms, change of address and others.
Assisted co-worker with team work, Certified on a hand jack.
Responsible for all the out going mail including first class, register, certified, priority and others.
ADULT LEARNING CENTER, Nashua, NH 2000 - 2003
Administrative Assistant
Responsible for greeting clients, registering students, and answering multi-line telephone.
Responsible for Spanish translations between client and staff
Assisted in the collection and input of data, maintained records, and produced reports.
Recommended methods for analyzing and displaying the results of program data.
Prepared comprehensive ESOL and Adult Basic Education instructors’ manual.
Trained incoming administrative assistant. Ordered and distributed office supplies to over 100 employees.
Assisted a work load of 60 families with different life issues in a literacy base home visiting program.
ANTHEM ELECTRONICS, Wilmington, MA 1996 - 2000
Computer Chip Programmer
Programmed computer chips with various programs.
Operated numerous electrical and computer operated machines.
Trained employees to access programs and insert them into chips.
EDUCATION
New Hampshire Community Technical College, Nashua 2002 - 2004
Human Service program.
ADULT LEARNING CENTER, Nashua NH 1999-2001
Successfully completed comprehensive computer training programs.
Courses completed: GED, Microsoft Word I, II & III, Excel I & II, Access I & II, MS Windows.
ANGELA MORALES
PO BOX 1462 Nashua NH 03060
Cell 603-***-****
***********@*****.***
REFERENCES
Henry Castillo
LifePlans
Team Lead -- Engagement & Enrollment
51 Sawyer Road, Suite 340
Waltham, MA 02453
1-800-***-**** X259
*********@************.***
Mercedes Cernuda
LifePlans Customer Relations Specialist
51 Sawyer Road, Suite 340
Waltham, MA 02453
1-800-***-**** X 373
********@************.***
Jennifer Morales
Operations Manager
World Conference Holding, Inc
500 W. Cummings Park, Suite 5200
Woburn, MA 01801
****@*************.***
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