Call Center Customer Service
Resume:
Susanna Holguin
Bilingual professional with a BA in Psychology and over 10 years of experience in
healthcare, insurance, and legal support. Skilled in office management and certified in Spanish medical interpretation, dedicated to providing organized, compassionate, and efficient service.
1412 Alcott St.
Philadelphia, PA 19149
*******@*****.***
EXPERIENCE
Wellnet Healthcare, Philadelphia, PA — Enrollment Analyst NOVEMBER 2019 - SEPTEMBER 2021
Managed enrollment additions, terminations, and updates, supporting client onboarding and implementation processes. Processed enrollment requests through Wellnet’s portal and electronic file transmissions, ensuring accuracy and compliance. Resolved complex member and group eligibility issues to enhance client satisfaction and retention. Prioritized and managed high-volume workloads to meet strict deadlines, supporting ongoing member eligibility maintenance.
Wellnet Healthcare, Philadelphia, PA — Member Services Specialist MARCH 2019 - NOVEMBER 2019
Ensured client satisfaction for members, providers, and clients in a call center environment. Managed inbound calls across multiple queues, provided quotes on medical benefits, eligibility, and claim status, and followed through to resolution. Responsible for documenting all calls and performing additional support duties as needed.
Foglia Insurance, Philadelphia, PA — Customer Service Specialist DECEMBER 2017 - FEBRUARY 2019
Provided customers with a dynamic service experience, assisting with policy changes and new insurance purchases. Gathered necessary information and documentation, then forwarded cases to the appropriate agent for further processing.
Freelance Interpreter/Translator, Philadelphia, PA FEBRUARY 2013 - FEBRUARY 2017
Facilitated effective communication during immigration interviews by accurately converting information between spoken Spanish and English. Translated a variety of written materials, including marriage certificates, divorce decrees, and birth certificates, ensuring clarity and precision. Reviewed and prepared documents for submission, supporting seamless processing for clients and agencies.
SKILLS
Notary Public for the
Commonwealth of Pennsylvania
(Commissioned October 2022)
Certified Spanish Medical
Interpreter (Certified 2014)
Expertise in office management,
operations, administration,
clerical tasks, and payroll
Demonstrated effectiveness in
time management and
multitasking
Strong organizational and
planning skills with a meticulous
attention to detail.
Fluent in English and Spanish,
with professional translation
capabilities
Trained in Safe Crisis
Management Techniques and
CPR
LANGUAGES
English & Spanish
Law Offices of Tahir Mella, Philadelphia, PA — Office Manager/Secretary/Paralegal
FEBRUARY 2001 - AUGUST 2009
Oversaw daily office operations, including staff payroll management and coordination of tasks for the legal team and their clients. Provided Spanish-English translation services for documents and client communications, facilitating clear understanding and efficient case handling. Gathered client histories and prepared necessary forms for immigration purposes, such as marriage-based petitions and employment authorization requests. Supported immigration processes by attending interviews as an interpreter. Additional responsibilities included managing phone inquiries, scheduling appointments, and ensuring smooth office workflow.
Devereux Foundation, Philadelphia, PA — Recreational Counselor and Program Aide
SEPTEMBER 1991 - APRIL 1997
Provided compassionate care and support to mentally and physically disabled children and young adults aged 8 to 20. Monitored progress and maintained accurate weekly reports and data. Organized and participated in physical activities and social outings to promote engagement and well-being. Collaborated with educators to assist in classroom instruction, completing assignments, and maintaining a safe learning environment. Responded effectively to behavioral challenges, ensuring the safety of both students and staff.
EDUCATION
West Chester University, West Chester, PA — Psychology (BA) Bridging the Gap, Philadelphia, PA — Spanish Medical Interpreter Certificate
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