Human Service Worker/Office Worker
Resume:
Hilda Montalvo Santiago
Amsterdam, New York 12010
****************@*****.***
HIGHLIGHTS
Bi-lingual & Bi-cultural: Fluent in English and Spanish
Member of Fulton Community Action Agency, Inc. Food Pantry Policy Board
Major Strengths: Excellent People Skills, Ability to Interact with Diverse Groups, Prior Experience & Good Rapport Working with Hispanics in Amsterdam Community, Highly Respected Among Community, Self-Motivated, Supervisory Skills, Customer Service, Basic Computer, Math Skills, Multi-Task, Organized, Detailed, Caring, Creative, and Humble
EXPERIENCE
5/2011 TO 5/2016
TIME & ATTENDANCE SPECIALIST/CONSUMER DIRECTED PERSONAL ASSISTANT PROGRAM (CDPAP) COORDINATOR, RESOURCE CENTER FOR INDEPENDENT LIVING (RCIL)
Monitored calling in and out (Medisked System) for large volume of workers for CDPAP.
Worked with Santrax and Filemaker informational systems.
Coordinated services for consumers & workers in the CDPAP for Montgomery, Schoharie & Fulton County until 10/2015.
Completed and translated paperwork for about 150 consumers, & 200 workers in CDPAP.
Assisted with solutions when consumers & workers had conflicts, questions on the program rules.
Managed high volume of inbound & outbound calls.
Managed detailed documentation on customers to the expectations of the state audit requirements.
9/2006 TO 5/2011
9/1997 TO 6/1999
Pre-K Teacher aide & General teacher Aide, Greater Amsterdam school district
Using educational tools assisted teacher in preparing children for next grade level.
Served as a Spanish translator for school staff & parents/caregivers.
9/2002 TO 9/2006
OFFICE MANAGER/CUSTOMER SERVICE & SALES REPRESENTATIVE/SALES & MARKETING, SQUARE #1 ART
Managed major customer service issues and other incoming calls.
Evaluated office production, revised procedures & devised new forms to improve efficiency of workflow with quality customer service.
Expedited communication between upper management & office personnel.
Identified problems, diagnosed causes & determined corrective measures.
Received & investigated customer service complaints.
Received orders & processed payments to accounting dept.
Prepared & shipped products for shipment & distribution in a timely manner.
Researched potential clients & sent correspondences about our products.
Booked & scheduled schools orders.
Prepared toolboxes with sample products to set up potential business.
8/1999 TO 8/2001
BI-LINGUAL TELEMARKETING SUPERVISOR, INFOTEL II Santiago, Dominican Republic
Helped oversee & supervised employees in all aspects of telemarketing task for Version, Long Distance, Brainstorm USA, Cellulares Telefonica and Qwest Telecommunications in DR.
Trained & managed employees with high productivity.
Dismissed low quality employees.
Organized reports on group productivity and discussed in meetings quality of services provided.
Attended quality care service orientations for supervisory and customer services.
EDUCATION
FALL/2019 TO SPRING/2021
BACHELORS IN COMMUNITIY & HUMAN SERVICES (BS),
suny empire state college (ESC) 3.5 GPA
1/1989 TO 5/1995
ASSOCIATES (AAS), Fulmont-Montgomery Community College (fmcc)
High Honors * 3.76 GPA
SKILLS
People Person
Organized
Quick Learner
Brainstormer
Implement new ideas
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