Customer Service Human Resources

Ingrid J. Apolinario-Molina

**** ******** ******, *********, ** 21223? 443-***-****? *******@*****.***

Summary of Qualifications:

Bilingual English and Spanish Customer Service Professional with 20 years

of experience, utilizing effective organizational and managerial skills.

Recognized as a focused practical thinker, service oriented, efficient,

reliable, consistent, precise, and socially perceptive with the ability to

multi task. Familiar with advanced conflict resolution skills and able to

handle challenging situations.

Professional Experience:

Echo Staffing Columbia, MD

06/2011-10/2013

On Call Spanish Interpreter

Assisted physicians by translating medical terminology to Spanish speaking

only patients.

Bravo Health Insurance Company Baltimore, MD 01/2009-

05/2011

ACT Representative/PDP Liaison

I was part of the Advanced Care Team which mentored, motivated, and

mediated staff to achieve departmental goals. Researches high end issues.

Liaisons between Member Services Department and Pharmaceutical Department

to assist with pharmacy benefits and issues. High level of integrity with

appropriate treatment of confidential information with internal and

external people. Maximum adherence to policies, procedures, rules and

regulations.

Supervisor Hotline/Retention Hotline

11/2009-05/2010

Answered escalated issues from the new representative. Assisted them in

locating the answer via various technical support systems. Handled crisis

calls and retained members wanting to disenroll from the plan.

Bilingual Quality Data Analyst

06/2010-10/2010

Analyzed and developed materials to simplify and/or improve the quality and

productivity measurements. Determined performance standards by tracking and

trending data. Mentored closely with Member Services Representatives to

provide various activities to boost morale, promote competitiveness, and

improve staff statistics.

Synergies Strategic Services Dominican Republic 6/2005-

10/2009

Match.com Overnight Senior Supervisor

Managed, provided support, guidance, encouragement, motivation, and

developed staff meet and exceed departmental goals. Responsible of

maintaining a high level of knowledge regarding the subject matter. Served

as an escalation point in resolving complaints or complex issues. I was on-

call 24 hours per day including off duty days. Accountable for making

executive decisions without the direct support of Human Resources, Account

Management, Technical Support, and/or any other important faculty members.

Worked closely with the outsourced client in order to maintain a high level

of satisfaction.

Education:

Bernard Baruch College New York, NY

Business Administration Major/Completed 48 accredited hours

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