Customer Service & Administrative Support Professional
Resume:
Shaely Castillo Lopez
Orlando, FL *****
*********@*****.***
Authorized to work in the US for any employer
Work Experience
Remote Customer Service Rep
HealthPlanOne-Orlando, FL
May 2024 to December 2025
handled inbound calls about health/Medicare plans, answering questions, determining eligibility,
resolving issues, and guiding callers to purchase or service existing policies, focusing on customer
retention and sales through excellent, empathetic support, data entry, and strong communication skills
for both new prospects and current clients.
Front Desk Coordinator
Express Employment Professionals-Orlando, FL
September 2023 to May 2024
• Communicate, professionally, and effectively with customers and salespeople via telephone and/or e-
mail.
2
• Direct calls and emails, as needed, to Recruiters, ensuring the purpose of inquiries is identified, as well
as copying in managers and recruiter(s), where necessary.
• Responsible for triage of general customer service inbox which included assignment to appropriate
person or team for follow through.
Payroll Clerk/Administrative Assistant
OCPS/Orange County Public Schools-Orlando, FL
March 2018 to January 2022
• Responds to internal and external customers in a timely manner.
• Performs manual calculation of pay amounts
• Prepares payroll for department as needed
• Determines the appropriate Ledger Accounts
• Performs daily and weekly audits on time cards
• Inputs payroll data; creates and maintains payroll files.
• Meeting and assisting employees with payroll problems.
• Originates and enters journal entries for corrections and chargebacks; files and books all journal entries;
repackages, boxes, and sends journal entries from previous year to warehouse at end of each fiscal year.
• Provides materials and information to auditors during audits.
• Operates a computer to enter, retrieve, review, or modify data; utilizes word processing, database,
and software programs.
3
• Performed administrative and secretarial assignments with minimal direction of Senior Director,
including providing support to others in department as well.
• Determined the appropriate ledger accounts for Purchase requests
• Created spreadsheets on various topics at the request of the Director
• Provided materials and information to auditors during audits.
• Operate a computer to enter, retrieve, review, or modify data; utilized word processing, database, and
software programs provided to district departments.
• Operated a variety of machinery, equipment, and tools which associate to department needs.
• Coordinate and schedule meetings, meeting rooms, and required equipment for internal meetings and
those with other departments, vendors.
• Maintained electronic calendar, task list, and contact list for department using computer software
• Purchased cards reconcile as well.
Customer Service Representative
Inktel Contact Center Solutions-Orlando, FL
May 2018 to December 2018
• Fast Pace Inbound/Outbound Calls.
• Work under Florida Virtual School account.
• Assisted parent and student understanding Programs.
• Communicating to solve Issues for students accounts. 4
Education
Profesional Pet Groomer
May 2014
Skills
• Animal care
• Administrative experience
• Bilingual
• Customer service
• Excel
• Microsoft office
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