Customer Service Assistant

Anna Lucia Prist Brafmann

Education

****-**** ************* ********** *****,

University of Wyoming

**** ** **** ********** ** Sao Paulo, Brazil

Undergraduate Business Administration Major, Degree conferred November, 1996. Degree officially recognized by University of Wyoming

1984 to 1988 Comsewogue High School, Port Jefferson Station, NY. USA

Attended all high school and conferred degree in NY State Targeted Position (possibly in multilingual environments)

● Management position in customer service (medical clinics, business offices, insurance companies, etc)

● Office assistant in small or large corporations

● Personal assistant

● Translator (English-Portuguese)

● Interpreter (English-Portuguese)

Personal Statement

I am eager to provide excellent customer service along with office management skills, involving teamwork and interpersonal relationships in an office setting. I have over 12 years of experience as a customer service representative and manager in the airlines industry. Moreover, I have 15 years experience as a classroom teacher of both children and adults. I am constantly seeking to learn new things and to improve and share knowledge.

Contact Information

Phone: 561- 939 9094

Address: 8900 Independence PKWY ap#32206

Plano, TX 75025

Email: ************@*****.***

Personal Information

Flexible working hours, Divorced, High school aged daughter. Dual Citizenship, U.S.A.

(permanent) and Brazil

Language Skills

Fluency in English, Portuguese and polite skills in Spanish Work Experience

June 2016 to now Village Health Partners

Clerical

● Responsible for check in and check out, over 200 patients daily under 19 health providers.

● Rescheduling and making appointments for the whole network of doctors serving three locations within the practice.

● Storage and distribution of documents online throughout systems used for medical records and appointment scheduling.

● Handling large amounts of money daily in cash and credit card payments as well as balancing cash drawers.

● Customer service and problem resolution in dealing with patients in a full time schedule.

● Documenting transactions and interactions regularly in a timely manner.

● Spreadsheets in Excel, Word documents, Office Skype, Outlook Express used for communications within offices.

February 2015 to June 2016 SBProductions, Hallandale FL Administrative Assistant

● Responsible for Payroll for two companies represented by SBProductions Corporate Office

● In charge of bill paying for all 7 Companies represented by SBProductions - Quickbooks

● Responsible for answering the phone and handling mail for all Companies

● Direct Assistant to General Operation’s Manager for all Companies

● Intuit handling for all employees/Paychecks and Direct Deposits

● Handling all Brokers and Insurance companies who handle all Corporation’s business

● Handle communication between employees (over 2.500) and Owners/Directors September 2014 to February 2015 Scholastics Language Center, Boca Raton English as Second Language teacher for adults

● Teach a full classroom with Adult Foreigners whose first language was other than English

● Prepare material for teaching

● Create classroom material to be taught according to my own research and Silabus.

● Grade Tests and follow up with students on advancement and improvement as well as issues and areas that need to be addressed.

July 2014 to 2015 Olive Garden Restaurant, Boca Raton Hostess and Customer Satisfaction Officer

● Meet and Greet guests

● Coordinate Hosts/Hostesses duties and restaurant’s needs accordingly

● Resolve possible guest’s issues before Corporate or Management gets involved preventing escalating complains

● provide excellent Customer Service.

December 2009 to February 2015 Language Exchange International, Boca Raton English as Second Language teacher for adults

● Organize materials for classroom - create Silabus

● Organize and create tests pertinent to material taught

● Weekly written evaluation of Students

● Organize weekly field trips bringing the “real world” into Student’s lives. August 2006 to June 2008 Albany County Wyoming School District Full-time substitute teacher, Laramie, Wyoming, Linford Elementary School.

● Follow up with Classroom Teachers in order to continue scheduled activities and procedures for daily teachings.

● Teach one on one students who needed tutoring with Reading Comprehension on an Elementary Level

● Attend teacher’s meetings and workshops monthly

● Maintaining organized teaching material as well as classroom.

● participate in parent/teacher conferences when needed/relevant 1999 to present Private English Language Tutor for both Adults and Childen. Boca Raton, Wyoming, & Sao Paulo, Brazil

● Help foreigners trying to learn English as a Second Language

● Translate documents, books, work emails when requested

● Help with Academic Tutoring

1989 London Business School

Certificate, Keyboarding

● Certified typing

2004 to 2005 High Country Home Health

Certified Nurse Assistant and Director, Scheduling

● Scheduler for the Company responsible to coordinate Nurses’ schedules x CNA’s and Homemakers

● Conciliate needed health care professionals with availability and expertise.

● Payroll for CNAs. - Excell

● Organize and file Patient’s Health Insurance forms/accreditations

● Responsible to answer complaints, both written and over the phone. 1996 to 2000 United Airlines, Inc,

Customer Service Manager and Supervisor for Customer Service Agents, Director of Employee Training

● Manage Sao Paulo International Airport’s operations on a daily basis.

● Handle 4 International flights daily arrivals and departures with an average of 1.000 Passengers

● Make Roster for Customer Service Employees and Security Personnel

● Create and present monthly Reports to the USA Management Team

● Teach and train already existing employees and new hires procedures and guidelines

● Interview and make decisions on Customer Service candidates’ employment.

● Follow daily Operations and resolve issues to guarantee smooth operation and Customer Satisfaction.

1989 to 1996 United Airlines, Inc,

Customer Service Agent – Check-in, Ticketing, and Lost and Found at Sao Paulo International Airport

● Check In passengers to all International Flights operated by United Airlines

● Issue Tickets and handle money for items sold at the Ticket Office

● Fill out complaint forms for missing luggage, follow up on cases until luggage is found and delivered to customer.

Volunteer Experience

2013 to present Kabbalah Centre of Brazil and Private Clients Translator, English to Portuguese and Portuguese to English. Both written and real-time verbal translation during lectures. 2012 to 2016 Boca Helping Hands Homeless Shelter

Occasional volunteer at soup kitchen

References

Available upon request.

Contact this candidate