Yadira Charles

Los Angeles, CA ***** ● 562-***-**** ● ad1nbg@r.postjobfree.com

Summary of Skills

● Over 10 years successful experience in caregiving and customer service industries

● Expert user of MS Office and several database management systems

● Excellent communication and interpersonal skills

● Fast learner able to learn and apply new concepts with little or no supervision

● Excellent communication in call center

Employment History

Remote Call Center Rep june 2023- currently

● Receives and responds to incoming calls from investment professionals, plan sponsors and members on a variety of topics. Understands the different product suites, including current line-up and products no longer sold that still require servicing.

● Responsible for interpreting and applying all changes and enhancements to new and old products, based on the daily change communications. Identifies the question(s) behind the question to proactively offer consultative expertise and uncover the unstated need.

● Maintains a record of the conversations and follows a process of documentation to support our strategy of knowing our member better than anyone and use the information in a way that drives the relationship deeper.

● Follows all rules and regulations to ensure compliance with Client or other professional licensure requirements, Client policies, firms, plan documents and state and local laws.

● Educates customers to ensure understanding of tax implications, penalties/surrender charges, death benefit protection, lifetime income, capital preservation and/or benefits pertaining to the plan/contract.

● Analyzes problems to determine proper course of action, striving for first time final resolution. When necessary, works with internal partners to resolve escalated issues. Integrates lean methodology into daily interactions through problem-solving meetings and team huddles. Adult Probation Calendar Clerk june2021-August 2021

● Providing administrative support to the Adult Probation Supervisor and Adult Probation Counselors to include calendaring, document preparation, and client assistance.

● Monitoring a high caseload of misdemeanant offenders referred by the Court to alternative sentencing programs, assuring compliance with court-ordered terms of probation including community service, detention time served, and participation in treatment programs.

● Tracking compliance of offender treatment obligations with professional treatment providers and reporting offender non-compliance with conditions of sentence to the court.

● Informs clients of court requirements and facilitates offender in meeting conditions of the Court.

● Prepares progress and/or non-compliance reports to the court.

● Prepares, reproduces, and distributes updates of calendars for the Probation Department and Pretrial Services.

● Responsible for office efficiencies by ensuring adequate supplies and general office equipment, and ensures facilities are maintained and operational. Troubleshoots equipment problems and arranges for maintenance and repairs.

● Creates, revises, and makes available court forms and special program materials. Prepares and maintains confidential written correspondence.

● Answers questions and provides information and assistance to other departments or outside agencies. Establishes and maintains strong working relationships and serves as liaison with judges, court staff, courtroom clerks, counsel, community agencies and the public.

● Compiles quarterly statistical reports on caseload status.

● Referring and assisting parties in identifying and accessing court-ordered services. Coordinates and monitors court-ordered client programs. Liaison for community assistance/support facilities for drug/alcohol abuse, domestic violence, and other associated programs.

● Must possess the necessary education and skills to deal with complex legal and human issues, as well as competence in making decisions and using discretionary judgment. Call Center Representative

Ultimate Staffing, Los Angeles, CA July 2020 to November 2020

● Handled inbound telephone calls to coordinate COVID-19 Testing Appointments

● Logged in calls and recorded information into a database to aid in COVID-19 tracing ● Addressed patient concerns while communicating important information for successful testing Caregiver

Wilson Care Facility, Lynwood, CA January 2012 to May 2020

● Assisted patients in bathing, grooming, dressing, changing linens, laundry, preparing meals and cleaning

● Provided patients and families with emotional support and instruction in caring for infants, preparing healthy meals, living independently, or adapting to disabilities or illness

● Administered medications and completed daily activity logs and assisted patients with daily work program Call Center Agent

HKA Enterprises, Los Angeles, CA January 2018 to August 2018

● Handled inbound telephone calls on behalf of the City of Los Angeles assisting residents inquiring about removal of over-sized objects, problems related to trash services, or debris clearance

● Logged in calls and recorded information into a database, found locations using Google Maps, logged in service required, and scheduled service

Call Center Agent

VXI Global Solutions Inc. July 2016 to August 2017

● Handled inbound calls for clients requesting service cancellations and retained clients as customers

● Assisted customers in identifying and fulfilling promotions such as service upgrades

● Logged in calls and recorded information into a database, identified available promotions and applied them to a customer’s account, and recorded applied promotions to account records Home Health Aid (HHA)

Cambrian Home Care, Long Beach, CA January 2014 to April 2015

● Assisted patients in bathing, grooming, dressing, changing linens, laundry, preparing meals and cleaning

● Provided patients and families with emotional support and instruction in caring for infants, preparing healthy meals, living independently, or adapting to disabilities or illness

● Checked patients’ pulse, temperature, and respiration Data Entry Clerk

Compu Care, Downey, CA September 2010 to September 2014

● Compiled, sorted, and verified accuracy of data before it was entered, compared data with source documents and re-entered data in verification format to ensure accuracy and reported errors to supervisor

● Stored completed documents in paper files and electronically Education and Certifications

American Training Academy, Security Guard Card (BSIS), Los Angeles, CA 2020 Job Readiness Certificate, Weingart Center Association, Los Angeles, CA 2018 Certification in Medical Billing, Career College of America, Los Angeles, CA 2011 Diploma, Arroyo Paseo Charter School, San Diego, CA 2008

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