Support Representative Personal Assistant

GABRIELA RIOS

**** ***** *** #*, **********, CA *5608 cell: 949-***-**** ********@*****.***

OBJECTIVE

I have an innate inclination to be helpful, a friendly & outgoing personality & I enjoy building rapport, as well as pleasant & productive relationships with customers & co-workers. Fully vaccinated & boosted for COVID-19.

⋅ 15+ Years of Customer Service Experience

⋅ Bachelors in Science; Associates in Culinary Arts

⋅ Fluent In Written & Spoken English/Spanish

⋅ Windows/MAC/MSOffice/MSTeams/Salesforce

⋅ Excellent Written/Verbal Communication Skills

⋅ Effective Organizer & Creative Problem Solver

E M P L O Y M E N T H I S T O R Y

REMOTE BILINGUAL TEMPORARY ASSIGNMENTS DURING COVID

Required accelerated training to support short periods of escalated workload by inbound/outbound phone, chat, email & data pre-processing/input. On call/eligible for rehire with all companies/staffing agencies below:

B2B INSIDE SALES/LEAD BUILDING with SearchPros for DMP Marketing: 6/8/2022 to Present

CUSTOMER CARE REP for Elixir Solutions Medical Insurance: 5/18/2021 to 3/9/2022

CLIENT B2B SUPPORT AGENT with Robert Half for TriNet: 2/15/2021 3/18/2021

CUSTOMER CARE REP with Wollborg Michelson for Blue Shield: 10/9/2020 12/15/2020

CUSTOMER CARE REP with Beacon Hill Staffing for Delta Dental: 9/8/2020 9/28/2020

BILINGUAL REMOTE CLIENT SUPPORT REPRESENTATIVE ​​2/2020 4/2020

Temp Contract with AgreeYa Solutions for VSP Global, Rancho Cordova, CA 95670

Handled 100+ inbound calls/chats/emails daily from clients & brokers. Supported Inside Sales B2B department. Toggled between several systems & websites while assisting with employees enrollment/termination, dependent updates, eligibility, explanation of benefits, sending/completing forms, uploading documents & updating account information. Supported Help Desk for Employers/Brokers mobile app & portal. Systems used: Salesforce, Outlook, Excel, MainFrame, Siebel, & InfoSource.

BILINGUAL REMOTE CUSTOMER CARE REPRESENTATIVE ​​3/2018 9/2019

Kemper Insurance, www.kemper.com Miami, FL

Handled 100+ inbound Eng/Span calls/chats daily from customers, attorneys, insurance agents, claims adjusters, prospective customers while toggling between computer programs. Handled escalated calls/chats. Mentored new reps during training. Provided account maintenance, price quotes, cross sold related insurance products. Supported Help Desk for Kemper mobile app & website.

BILINGUAL CALL CENTER CUSTOMER CARE REPRESENTATIVE ​​9/2015 6/2017

VSP Global, 3333 Quality Dr, Rancho Cordova, CA 95670

Handled 100+ inbound Eng/Span calls daily from doctors/members/providers/employers. Delivered information on insurance plans, issued authorizations, verified eligibility, processed payments, replied to Spanish correspondence, trained reps on bilingual procedures, educated/enrolled prospective members on plans while toggling between computer programs. Interned in Quality Control Dept. monitoring live & recorded calls in Spanish using Verint System. Supported Help Desk for mobile app & portal.

RESEARCHER / PROOFREADER / PERSONAL ASSISTANT ​​3/2012 9/2015

Roger Pretto, Artist, Writer, Actor; www.rogeliopretto.com Coral Gables, FL

Researched, Fact-Checked wide variety of topics using online resources, personal interviews with experts in support of editorial/creative writing. Read / Proofread / Translated scripts & manuscripts. Maintained social media accounts, mail/emails, Outlook calendar. Website maintenance using basic html.

BILINGUAL CUSTOMER SERVICE REP/HEALTH ADVISOR​​4/2009 1/2012

Life Extension Natural Supplements, www.LEF.org; Ft. Lauderdale, FL

Answered 100+ inbound Eng/Span calls daily. Top 5 in sales, upselling & service performance reviews every quarter. Delivered information on products, disease protocols & magazine articles. Researched complex health issues & clinical studies online to support product recommendations. Translated disease protocols into Spanish. Processed product orders, magazine subscriptions. Monitored Spanish escalated calls using FIVE9 Software, provided recommendations for improvements in call flow & customer experience.

EXECUTIVE PERSONAL ASSISTANT / PERSONAL CHEF​​​5/2007 3/2009

Roger Pretto, Artist, Writer, Actor; www.rogeliopretto.com Coral Gables, FL

Managed Outlook calendar, calls, mail/email, personal errands, shopping, home maintenance projects. Researched/Fact-Checked wide variety of topics to support editorial & creative writing. Read, Proofread, Translated scripts, correspondence & contracts. Wrote & Distributed press releases to targeted media. Booked travel arrangements, restaurant reservations. Planned menus, prepared daily meals, dinner parties.

FULL-TIME CULINARY ARTS STUDENT​​8/2005 4/2007

Le Cordon Bleu College of Culinary Arts; Miami, FL

2007: 4-Month Culinary Arts Internship at Westin Diplomat Hotel, Hollywood, FL.

2006: 3-Month Internship as Executive Assistant to Corp. Executive Chef at Royal Caribbean, Miami, FL.

DEMO CHEF / ASST. RETAIL SALES MANAGER​​8/2003 7/2004

H-E-B Groceries Inc.; Houston, TX.

Managed part-time staff of six. Created, presented cooking demonstrations using gourmet food, wine products. Achieved 120% of sales quota each quarter. Maintained inventory, database, expense log using Excel. Merchandised gourmet section displays. Processed payments. Opened/closed Gourmet Department.

EDUCATIONAL BACKGROUND

Associate of Science Degree In Culinary Arts

Le Cordon Bleu College of Culinary Arts, Miami, FL Graduated 3/2007.

Bachelor of Science Degree with major in Alternative Medicine

Everglades University, Boca Raton, FL Graduated 6/2010.

Certificate in Coronavirus Contact Tracing

Johns Hopkins University through Coursera Certified 6/2020.

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