Marlaine L Canate

**** ****** **. #***

Alexandria, Virginia 22309

Phone: 703-***-**** Cell: 703-***-****

E-Mail: acd8lr@r.postjobfree.com

Professional Summary

I have been working for more than 10 years in the Customer Service and Clerical industries, where my

excellent Bilingual skills have made significant contributions to the goals and missions of my employers.

At Maximus Inc, a U. S. Federal contractor, as a team player I explained the TTWP benefits to all SSI

Beneficiaries who called to inquire about the program, updated the Call Center Spread Sheet and

verified / approved accurate IWP's and IPE's.

In addition, I have demonstrated Strong analytical and numerical abilities been diligent in roles relate to

Telemarketing / Sales for Sprint and Nextel at Star Contact in Panama; as a Collections Agent for Sprint

Wireless at NARS in Panama and as a Customer Service Representative for Columbia House at Sitel

who's also located in Panama City, Panama

Core Qualifications

Bi-lingual (English / Spanish)

Adept in identifying and solving problems

Comfortable interacting with people of diverse ages, cultures and backgrounds

Proficient Microsoft Word, Excel, Power Point

Excellent organizational skills

Detail-oriented with the ability to receive and follow instructions

Work well independently or as a value member of a team.

Experience:

January 2007 to December 2010

Maximus Inc Reston, VA

SSA Federal Program / Ticket to Work Clerk

Respond effectively to incoming telephone calls and/or emails and provide accurate information

regarding the SSA Ticket-to-Work Program for beneficiaries, Employment Network providers, private

and non-profit service providers, advocacy groups, and others.

Proficient in the MAXSTAR database and enter and report all calls and contacts in a timely, accurate,

complete and efficient manner.

Learn and follow prescribed processes, procedures and scripts to effectively manage workflow and calls.

Receive, review, input and maintain selected Program documents as assigned by supervisor or

management.

Achieve a minimum average monthly quality assurance score of 95% for both beneficiary and EN

calls/contacts.

Successfully updated Call Center Voice mail Spreadsheet every week and send statistical reports to

Supervisor

Document Specialist: Analyzed / approve IWP's and IPE's when accurate and complete.

M Canate

April 2005 to May 2006

Star Contact Panama, Panama

Telemarketing Agent

Recognize customer's needs and offer the proper device. Up sell new cell phone services, equipments or

accessories. Explain features and benefits of equipments, accessories and services when up selling or

when requested by a customer. Process Check or Credit / Debit card payments when customers purchase a

device or an accessory. Explain policies and agreements to customers when they were purchasing

products or services. Meet individual and team monthly goals.

March 2004 to February 2005

NARS Panama, Panama

Collection Agent

Request payment, Provide accurate information and process Check or Credit / Debit card payments to

restore customer cell phone service. Analyzed account status to determine what charges were billed to the

customer and explain them. Negotiate payment arrangement with customers who had delinquent accounts

or outstanding balance. Set up automatic C. C. Payments. Open fraud cases to send report to the fraud

department. Meet individual and team monthly goals.

January 2003 to February 2004

SITEL Panama, Panama City, Panama

Customer Service / Sales Representative

Ensured and maintain a good report in working relations with customers and staff members from diverse

cultures and background. Place orders for video club or music club members. Up sell new video or music

club accounts. Debit or Credit accounts when customers return items or

dispute charges. Send magazines or return labels to customers.

Education

2014 NVCC Alexandria, VA Campus

Substance Abuse Certificate (in Progress)

Natural Science and Mathematics

2003 Panama Inter-American University Panama, Panama

Bachelor's Degree in Business Administration

GPA: 3.15 (U. S. Evaluation done by WES)

P.S. Once the SSA contract was awarded to a different firm I became pregnant. Due to my surviving

twin medical condition there's a gap in my work experience history. Unfortunately, this has impacted our

financial stability. Therefore, my credit history has been affected.

Work History

January 2007 to December 2010

Maximus Inc Reston, VA

SSA TICKET TO WORK P Coordinator

M Canate

April 2005 to May 2006

Telemarketing Pro-Panama Panama, Panama

Telemarketing Agent

March 2004 to February 2005

NARS Panama, Panama

Collection Agent

January 2003 to February 2004

SITEL Panama Panama City,

Sales Representative

June 2001 to May 2003

Paraiso Church of God Panama City, Panama

Secretary / Clerk

M Canate

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