Customer Service Quality Control
Resume:
CLAUDIA L. LEAL
El Paso, TX 79925
Telephone: 915-***-****
acdya4@r.postjobfree.com
EMPLOYMENT HISTORY
Recruiter August 2013-Present
Park University, Fort Bliss, TX
• MANAGEMENT: Assists with managing the Park University College Center office located at East Fort
Bliss to include establishing, implementing, and overseeing internal procedures and policies to ensure
the effective administration of office operations. Ensures excellent communication and high
communication center standards of service. Monitors daily progress toward goals and adjusts when
necessary. Resolves grievances; ensures that all issues and requests for service are processed correctly
and in a timely manner.
• ADDITIONAL DUTIES: Works to guide students to an understanding of benefits; understands
interaction of different benefits, including active duty U.S. Military Tuition Assistance (TA), and
Financial Aid; answers questions in person and over the telephone regarding policies, practices, and
operations. Assists students with the application and course registration processes on the Park
University website or Go Army Ed website. Assumes responsibility for maintaining a professional
presentation of office; understands role in accomplishing the University’s mission; acts as liaison
between Park University and internal or external customers; acts as a liaison between Education Center
staff and Park University. Complies with all Park University policies.
Trauma Coordinator September 2012– December 2013
Del Sol Medical, El Paso, TX
Coordinated with physicians, nurses, and other in-hospital staff and outside providers to evaluate and address
specific patient care issues. Participated in case review. Assisted the trauma administrative director, trauma PI
coordinator, trauma medical director and hospital administration in the development, implementation and
evaluation of a quality plan that is multi- disciplinary, evidence based patient-outcomes focused. Provided
direction for the trauma coordinator for the identification, investigation, reporting and follow up of incidents
and quality issues throughout the program while maintaining confidentiality. Monitored the trauma team's
availability and compliance with policies and standards. Assisted the trauma administrative director and trauma
PI coordinator in identifying and developing organizational improvement opportunities while looking at specific
clinical outcomes. Promoted positive Customer Service with Internal and External Customers. Assisted with
the throughput of trauma patients throughout the system. In collaboration with the trauma administrative
director and trauma PI coordinator, assisted in providing trauma related education as identified in the PI
process. Assisted with review department and trauma policies on an annual basis. Developed new policies as
directed. Actively participated in the Regional Advisor Council’s (RAC) Committees as assigned. Assisted
with maintaining trauma certification in coordination with Trauma/ Education Coordinator. Collected data for
the quality control program and participates in the organization's overall quality control program. Monitored
performance of hospital staff involved with the care of trauma patients through established indicators.
Monitored trauma patient outcomes; evaluated for trends. Attended and participated in the monthly multi-
disciplinary trauma committee meeting. Performed other duties as assigned.
CLAUDIA L. LEAL 2
Administrative Assistant August 2007 – September 2012
Packaging Concepts, El Paso, TX
Answered multiple phone lines and greeted walk-in customers in a professional and courteous manner.
Provided first line customer assistance for routine issues and forward more complex customer inquiries to the
appropriate party within the organization. Performed general clerical duties. Developed and maintained
electronic spreadsheets. Developed and recommend office procedures and systems. Ensured office operations
flow smoothly. Generated original correspondence based on established practices and general direction from
management. Responsible for disposing of old and outdated files as needed. Planned and coordinated clerical
work activities. Stocked and maintained areas as needed. Monitor office supply inventory and coordinate with
staff to order needed supplies in a timely manner. Scheduled appointments and meetings for management.
Performed other duties as assigned.
Frontline Claims Adjuster March 2002 - August 2007
Fred Loya Insurance, El Paso, TX
Investigated losses to determine cause, scope, and extent of damages and/or liability. Interpreted the insurance
policy and determine if coverage is afforded. Interpreted the traffic laws according to the state, city where
accident took place, and determined if insured contributed to the accident. Offered customer service to both
internal and external customers. Explored, analyzed, and evaluated information. Guided customers through the
claims process. Handled conflict resolution. Reviewed estimates/damaged being claimed. Identified potential
fraud indicators. Secured statements, identified exposures, and reserved accordingly.
EDUCATION
Bachelor of Science in Management (Anticipated graduation 05/2014)
Park University, Parkville, MO
Accredited by the Higher Learning Commission & North Central Association
Associate of Science in Management (Conferred 03/2011)
Park University, Parkville, MO
Accredited by the Higher Learning Commission & North Central Association
Diploma of Medical Office Specialist (Conferred 10/2002)
International Business College, El Paso, TX
Honors and Awards
Sigma Alpha Pi (Honor Member since 1/2014)
The National Society of Leadership and Success
Computer Skill
MS Word, Excel & PowerPoint MS Internet Explorer
Microsoft Office MS Windows
MS Outlook Adobe Acrobat
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