Service Representative Customer
Resume:
MARIA CACERES
**************@*****.***
rd
Ct, Coral Springs FL 33071
CUSTOMER SERVICE – TEAM LEADER
• Bilingual English Spanish •Seasoned Customer Service Representative-Customer account Director • Delivering Positive Customer Engagement and Customer Service Advocate • Collaborative • Highly Organized • Initiative Driven • International Sales Experience WORK EXPERIENCE
INDY TRANSLATIONS Present
Bilingual Phone Interpretation
• Taking inbound calls with medical teams assisting Spanish Speaking patients
• Taking service calls of various natures assisting Spanish Speaking clients
• Translating forms and documents via online server
• Video calls interpretation for training and job applications GMMI 2020- 2022
Account Manager (Fully Remote)
Cost Containment-International TPA
• Direction on processes and confirmation on tasks for the entire Account Management Team.
• Managed daily administration and operation of client accounts assigned to the team.
• Oversee all large catastrophic cases and provide consultative guidance to the team for account management functions.
• Create and maintain Client Specific Procedures on assigned team accounts with focus on KPI’s and monitor daily client interaction via the supportive CRM system.
• Responsible for training Staff related to client’s products, procedures, and expectations. REGIONS BANK 2017- 2020
Business Relationship Associate
Business Development – Account Manager
Banking
• Developed close partnerships with multiple groups throughout the organization to assist acquiring new or expand existing relationships and new client acquisition.
• Created and maintained a pipeline of business banking sales opportunities/relationships through multiple prospecting/business development techniques.
• Assisted customers by offering sound financial advice.
• Made recommendations for customers considering various banking products.
• Served as the year-around point of contact and strategic consultant for community engagement.
INDIANA LATINO EXPO
Executive Director 2016-2018
• Responsible for the planification of various events throughout the year
• Responsible for the fundraising events and sponsorships
• Recruiting new vendors and volunteers for various events
• Responsible for all finances and donor reports
• Engaging the organization with the community as representing in various community outreach events
SEVEN CORNERS 1998 – 2016
Customer Experience Manager
International Third-Party Administrator- Travel Medical Insurance
• Built and managed a team of 50+ Customer Service representatives, including the program developing for education, training, coaching and licenses. Maintaining KPI’s n target with company expectations
• Conversion of the Customer Service Unit from the traditional office hours to 24/7/365 decreasing the cost of operations by 20%
• Successfully managed a complete department budget to sustain the operations.
• Medical Claims analyst, Appeals and Grievance Reviewer. EDUCATION
National University- Paralegal Studies Graduation July 2023 Universidad Central de Venezuela UCV- Caracas-Venezuela 1989 Bachelor of Science in Communication, Minor in Media and Spanish CREDENTIALS-PROFESSIONAL MEMBERSHIPS-VOLUNTEER ACRIVITIES
CREDENTIALS
o English as a Second Language, American Language Academy, Indianapolis, Indiana o Customer Service Training Professional Development Career IUPUI, Indianapolis, Indiana o Sandler Sales Program 2 years Sales training Lushin Indianapolis, Indiana o Certified professional in Healthcare Quality (in process of recertification) o Bridging the Gap Medical Interpreter – Luna Language, Indianapolis, Indiana VOLUNTEER ACTIVITIES
o Former President of the Indiana Venezuela
o Volunteer at the Indiana Immigrant Center
o Volunteer at Riley Hospital
o Volunteer at Trinity Free Clinic
o Board Member Schools on Wheels
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