Bilingual account executive, customer service

Brooke Coleman

**************@*****.*** 512-***-****

Austin, TX 78746

SUMMARY

Innovative leader and multi-disciplinary organizational problem-solver with advanced consulting, supervisory, team building and superior client relations skills. Experience stepping into roles and quickly making positive change management decisions to drive company success. Focused on using training, monitoring and morale-building techniques to maximize employee engagement, retention, and performance to increase company overall bottom line. SKILLS

● Change Management Expert

● Operations Management

● Bilingual (written & spoken) in English & Spanish

● Project Management

● Facilitator

● Excellent Interpersonal Skills

● SAAS, CRM, MS Office, G suite

● Data Analysis & Analytics

● Training & Development Specialist

● Process Improvement Professional

EXPERIENCE

Chief Inspiration Officer

DIGNITY LEADERSHIP CONSULTING Austin, TX Feb 2021-Present

● Create custom solutions to build vibrant people through training, coaching and mentoring.

● Align training programs (group and individual) with organization mission and vision.

● Identify strengths and weaknesses, propose soft-skill development and advise clients for improved leadership.

● Conduct behavior styles and core motivation assessment through TTI DiSC profile

● Increase ROI through people-focused business practice and strengthening company culture and morale. Sr Account Manager

BOOSTLINGO Austin, TX AUG 2021-JULY 2022

● Lead point of contact for small-medium B2B customer account management matters

● Built strong relationships with key accounts, customer stakeholders, and executive sponsors

● Developed new business with existing clients and identified areas of improvement increasing internal sales goals while increasing customer revenue

● Facilitated onboarding webinars and group calls with customers via Zoom

● Created training modules for new customers to successfully scale a new business concept

● Collaborated with sales team to identify and grow opportunities and create marketing campaigns

● Forecasted and tracked key account metrics (quarterly sales results and annual forecasting) Network Language Access Manager

ASCENSION HEALTH/SETON FAMILY OF HOSPITALS Austin, TX Feb 2017-Feb 2021

● Manage, including hiring, recruitment, & retentionof Department language team of 26 interpreters, 2 supervisors, 1 department assistant.

● Oversee network level language operations for 13 Hospitals (1500 beds) and 125 clinics in central Texas (including technology equipment of 1300 dual handset phones and 450 video tablets).

● Identified 3 areas requiring immediate improvement and rolled out progressive change management program, boosting productivity 60%.

● Successful pivot to remote video interpreting platform, expanding coverage and maintaining all positions within department while saving the organization $400,000 over a 6 month period of COVID-19 Pandemic.

● Develop training modules across system, coordinating training of technology for 11,000+ associates and 3000+ practicing physicians for language access with Limited English Proficient patients.

● Provide legal awareness and ethical standards toward meaning access for LEP population (including Title VI of the Civil Right Act of 1964, Executive Order 13166, Section 1557 of the Affordable Care Act, American Disability Act for deaf population) and governing bodies within healthcare (The Joint Commission).

● Enhanced data analytics collection accuracy by preparing, authoring and updating communications and policy memorandums to identify opportunities and complex solutions.

● Eliminated project risks by implementing continuous improvements for project scope, budget, quality, schedule and procedures across multiple client calendars.

Senior Language Assistant Interpreter

ASCENSION HEALTH/SETON FAMILY OF HOSPITALS Austin, TX May 2016-Feb 2017

● Effectively render communication between English and non-English persons in a healthcare setting.

● Provide accurate, unbiased interpretation of medical terminology and layman terms to bridge understanding between parties.

● Translate consents, educational forms, and discharge documentation for Spanish speaking patients.

● Assist with training of interpreters/translators as to the proper methods, professional ethics, and procedures according to the NCIHC National Code of Ethics for Interpreters in Healthcare. Person Assister/Navigator

CSRA International Austin, TX Sep 2015-Feb 2016

● Successfully deliver education and assistance of enrollment in the Affordable Care Act for individuals, families & small businesses both in English & Spanish.

● Lead consumers through the process of understanding their coverage options, making educated decisions & help with employer sponsored coverage, tax subsidies, deductions, income levels & unfamiliar language guidance.

● Exceptionally supervised the Mobile Outreach team, creating awareness of the Affordable Care Act through grass root efforts, small marketing campaigns, gorilla marketing, cold in person calls, & email communications regarding our services.

● Lead mobile team and managed team's outreach events and collaborations with grass roots movements.

● Developed strong rapport with team, leadership, and clients that resulted in earning top enrolling employees of study.

● Responded to complex situations with speed, expertise and levelheaded approaches to provide optimal service, support and innovative interventions.

● Held Non-Sales Insurance License to administer & navigate healthcare plans for consumers. Natural Gas & Energy Scheduler I

SANTANNA ENERGY SERVICES Austin, TX Oct 2014-Jun 2015

● Professionally organized natural gas flow and electric supply demand for retail suppliers with customers in IL, MI, OH, and IN.

● Created & managed electric settlements through use of Great Plains software and reporting in excel.

● Accomplished portfolio of residential and commercial natural gas clients supplied immediate need, and storage volumes through data analysis, inventory management, market trends forecasting, and implementation and adjustment of daily, monthly and seasonal strategy in accordance with local, state, federal regulations, and company policy.

● Expertly handled sales and customer service departments by processing requests, providing documentation, research, and processing scheduled reports.

Job Coach Adult Transition Services

EANES ISD Austin, TX Oct 2013-Oct 2014

● Advised Special Education students on professionalism, workplace etiquette, and life skills.

● Trained and supported staff in regards to performance, compliance, and procedures.

● Completed initial assessments and provided counseling sessions to cover all aspects of client history, situation and skills.

3rd & 5th Grade Classroom Teacher

CITY SCHOOL Austin, TX 2009-2013

● Designed, planned, and taught lessons for all core subjects.

● Incorporated various methods of teaching in order to reach a diverse student population.

● Created newsletters & informational materials in English & Spanish for classroom & school.

● Improved student engagement by implementing student-centered classroom management techniques to foster academic curiosity.

Behavior Support Special Education TA

AUSTIN ISD Austin, TX 2007-2009

● Worked with social skills class for program, created a liaison between formal classroom practices & students in need of creative intervention.

● Adjusted education curriculum for at-risk Special Education students.

● Collaborated with other educational personnel to provide inclusive activities or programs for children with disabilities.

● Eliminated learning gaps and effectively instructed students by using teaching aids and motivational strategies. Field Office Manager

Westat Research Corporation, NHANES Rockville, MD 2005-2007

● Expertly directed a National Health Study for the Center for Disease Control in six cities per year and managed the schedule and staff of the mobile Medical Examination Center.

● Managed and reconciled an office budget of $80,000-$100,000 per location and organized the opening, staffing, and furnishing of each temporary office prior to team arrival.

● Defined and documented office procedures, using updated SOPs to provide thorough and comprehensive training for all administrative support staff.

● Supervised operations and efficiently accommodated constructive opinions of 20-30 employees including field staff, translators, and administrative support.

● Conducted quarterly performance evaluations of office staff to monitor progress and productivity and recommend promotions, corrective or disciplinary actions.

EDUCATION AND TRAINING

Master of Science: Leadership and Change

St. Edwards University Austin, TX 2020

Bachelor of Science: Marketing

The University of Tampa, Sykes College of Business Tampa, FL 2004 ACTIVITIES AND HONORS

● The Complete Leader’s Self-Leadership & Goal Achievement Course

● DiSC Report Certificate, Train the Trainer

● EQ Certificate, Train the Trainer

● IPA of the Week, Recognition for High Numbers and Excellent Customer Service in the Marketplace

● Coach Special Olympics of Texas Basketball, Bowling, and Tennis

● Spanish Volunteer Medical Mission(s) at Home, Ascension Seton CERTIFICATIONS

Certified DiSC Profile Facilitator and Trainer

Leadership Resources and Consulting

Certified EQ Facilitator and Trainer

Leadership Resources and Consulting

Nationally Certified Healthcare Interpreter,

Certification Commission for Healthcare Interpreters Bridging the Gap Certificate, 40 hr.

Ascension Health/Seton Family of Hospitals, Austin, TX Texas Educator Certificate, EC-4th Grade Generalist TEACH Quest, Alternate Certificate Hybrid,

State Board for Educator Certification, Generalist certification Austin ISD Certified Translator & Interpreter (English-Spanish) Special Education ARD Meetings, Austin Independent School District Crucial Conversations & Advisory Board, LEAN training development Participant in leadership learning, Ascension Seton, Austin, TX

Contact this candidate