Bilingual
Resume:
Ana R. Dones Tirado
***** ****** ******** **** *********, FL 33579
E. ********@*****.***
Profile
-Customer service orientated, multi-skilled professional with 16 years of operational experience in the customer service field, under the health care, pharmaceutical, legal and financial industries.
-Organized, proven leadership, multitasking, excellent communication skills, attention to details, promote positive environment and good sense of humor are some of the highlights that describe my personality.
- Enthusiastic professional with a strong work ethic and company-fist attitude, understanding the business urgency and needs. Willing to deploy the very best for the benefit of the company.
Skills
Personal
-Creativity, Illustration, logistics, operational organization, planning, skill for the arts, crafts and photography can be considered personal hobbies.
Professional
-Proven experience in computer management, fast type writing and good knowledge on the following computer applications: Microsoft Office 2007 to 2019 (Word, Excel, Power Point, Publisher, Outlook and One Note), secure PDF. In addition to this, also possess knowledge on power point and publisher, presentation and brochure design.
Languages
-Bilingual, showing a complete and fluent domain in English and Spanish languages (speak, read and write)
Education
INTER-AMERICAN UNIVERSITY OF PUERTO RICO, Bayamon Campus
Communications Department, 1998 to 2005
-Bachelor’s Degree: Communications with a mayor in drafting and design
-Course Highlights: Acquired experience in a variety of topics that increased my professional knowledge, including the following:
oPlanning
oDrafting and Design
oPublicity
oMarketing
ophotojournalist
Additional Skills
-Inbound and outbound call management
-Data analysis
-Work under pressure
-Information Research
-Document and report management
Experience
Document Translator Braille Works - 2018 to 2020
-Translation of documents composed in the following languages: English, Spanish and Braille.
-Scripts conversion from written documents to Audio files – MP3, such as: Bank Statements, Auto Policies, Home Owners Policies, and government letters in a timely manner.
Client Service Associate Raymond James - 2018
-Client onboarding maintenance of new account. Legacy processing documentation and manage inbound calls from branches around the United State.
Specialist Sales Support and Customer Service Citi International Financial Services (CIFS) - 2017 to 2018
-Banking and brokerage-investment account certifications process for none US residential customers nor support an American citizenship. Guidance to clients for completing the forms (W-8BEN and W-8Sumplementary) that is required for the certification of the accounts. Review incoming documentation to be sent to the United States (specialist Tampa Florida). Additionally, bring phone support to clients for access to sensitive document using the “secure PDF” tool.
Customer Service Triple S Advantage (2016 to 2017)
-Customer services representative, facilitating support to incoming company’s retired elderly and disabled members who are part of the social security benefits. In this task, must possess advance knowledge in Medicare’s part A, B and explanation of additional benefits from part C and D. Manage Company’s need, while following the best practice.
PCC (Patient Care Coordinator) Axium Health Care Pharmacy (2012 to 2016)
-Performed the role of a Patient Care Coordinator by managing the following task: Inbound and outbound call management, patient profile analysis, and coordination of delivery for specialized medications. Interact with a variety of heal insurance for the Medicare and Medicaid benefits. Meet company’s standards and comply with performance. Another subject to this topic is the experience acquired to develop better communication skill for elderly patients, and medical entities, serving as an intermediary to deliver the best solution.
Legal Secretary Legal Services of Puerto Rico (2007 to 2009)
-Provide toll free services to the community with low resources. The task consisted in making motions, complaints, sworn statements, or affidavits, filing legal documents assignment, family cases, as food allowance, divorce, mistreatment or poor treatment, 54 law, children removal, and other delicate cases due to the Family Department.
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