Bi-lingual professional with experience in financial account and clerical management, call center, customer service, community engagement, and customer advocacy and case management; Capable of facilitating collaborative problem-solving forums for multilingual groups.

Current Employer – Healthcare Case Management

Develop, review, and audit disabled patients’ healthcare service and care plans and case progress.

Educate patients on their clinical status and treatment options.

Coordinate client services in collaboration with patients ‘medical team for chronic medical conditions.

Advocate for client access to services, resources, and care, ancillary services.

Provide patient clerical and technical support for systems and tools necessary to acquire care.

Previous Employer – T. Rowe Price

Educated clients on company financial products, services, features and procedures.

Researched and resolved escalated and moderately complex operational or client issues.

Issued reports and presented status updates on customer account issues to financial teams

Provided technical assistance and implemented process improvements to improve client experience and account management metrics.

Intelliswift - Toyota

Coordinate and monitor workflows as well as improve processes for 20-member team to consistently exceed monthly call center volume and customer service goals.

Serves as lead responsible for providing translation/interpretation service support and guidance on system updates; deliver customer service systems and navigation training as well as provide staff technical support.

Conduct briefings and issue recommendations on account approvals and contract extension actions that require mitigation defense or creative resolution.

Manage and process monthly salvage assets and disposition of more than one hundred vehicles per month as part of ongoing auction inventory.

Develop and distribute customer and vendor legal correspondence as well as prepare close out reports.

SMI - Maryland Child Support

Analyzed clients' cases to determine effects of life changes, economic changes, or financial performance and inconsistencies that impact or trigger plan reassessment or revision.

Managed and coordinated child support cases that required escalated level of active and ongoing management of relationships with clients, Maryland child support program, local and state agencies’ managers, and other personnel.

Provided translation/interpretive support for Spanish speaking and limited English deficient clients.

Mariner Finance and KBank

Educated customers on loan products and account services as well as provided guidance on account maintenance improvement; provided guidance on loan applications to include processing loan applications and cancelling accounts.

Researched customer complaints and identified solutions to include escalating complaints or grievances for resolution.

As loan officer and customer account liaison, collected loan payments and deposits, as well as resolved billing issues and end of business day settlement inconsistencies.

Served as customer solutions translator/interpreter for Spanish speaking or limited English proficiency customers’ inquiries that included conveying loan application results and mitigating and resolving loan account issues.

Evaluated customer interaction recordings, transaction records, complaints, and resolution actions to improve call center workflow and processes; established new customer service quality goals based on customer interaction analysis.

Community Engagement and Volunteerism

As member-at-large, provided caretaker and patient perspectives as well as recommendations that resulted in major revisions to procedures and protocols for University of Maryland campus signage and discharge summaries.

Recommended improvement on implementing intake policies and processes that aid caretakers in understanding health care needs post discharge and navigating support resources within University of Maryland system.

As community representative, participated in Baltimore County local leader discussion forums and task force groups to resolve community issues that limit community growth; to include conveying community driven solutions to the policing community, county community engagement liaisons, and county council leaders.

As treasurer, audited and reconciled over ten years of hardcopy financial records as well as assisted in transitioning record keeping to electronic format; established standardized electronic funds collection protocols, enhanced financial reports, and dual control procedures to streamline management of donations and grants.

As vendor partner and sponsorships lead for a multi-community picnic, successfully gained commitment from over fifty businesses to sponsor services or donations for an event hosting more than 400 residents and visiting attendees.

Training, Certifications, and Awards

Office 365 and Web Conferencing Software (MS Teams, Zoom, WebEx, Google Meet, etc.), Multi-line Telephone Systems, Bankruptcy Account Management, Consent Court Document Research and Management, Homeless Shelter Client Protocols, Negotiation and Conflict Management, Toastmasters, IRA and ROTH, Basic Exchanges and Trades, Life and Death Benefits Exchange

Community Engagement and Volunteerism

Organization

Position

Location

Dates

University of Maryland,

Patient Advocacy Family Council

Board Member - Member at Large,

Patient Rights and Caretaker Advocacy

Baltimore, MD

10/18 – present

House of Otem, LLC.

Volunteer – Event Management

Promotion and Vendor Partnerships

Baltimore, MD

03/18 – present

Graystone Community Association, Inc.,

Baltimore County

Board Member - Treasurer

Baltimore, MD

06/17 - 06/19

Night of Peace Family Shelter, Inc.

Volunteer - Food Services

Hospitality & Line Coordination

Baltimore, MD

10/08 – present

Employment

Employer

Position

Location

Dates

T. Rowe Price

Account Representative

Owings Mills, MD

Intelliswift, Toyota

ICU Clerk

Owings Mills, MD

01/18 - Present

SMI, Maryland Child Support

Account Representative

Owings Mills, MD

06/17 - 08/18

Mariner Finance

Customer Service Representative

Gwynn Oak, MD

04/06 - 05/17

K Bank

Residential Loan Servicing Associate

Owings Mills, MD

02/04 – 03/06

Education

Philadelphia School of Printing and Advertising, Philadelphia, PA

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