Bilingual Customer Support Specialist with HIPAA Expertise

MONICA LEE SUMMERS

Los Angeles, CA

Phone: 323-***-****

Email: *.************@*****.***

Bilingual: English & Spanish

PROFESSIONAL SUMMARY

Customer Support and Administrative Assistance with 10+ years of experience assisting diverse populations with empathy, accuracy, and professionalism. Skilled in multi channel queue management, HIPAA compliant documentation, and resolving complex issues in fast paced environments. Strong workflows, and virtual care support. Advanced proficiency in Microsoft Office and CRM tools. Calm, patient communicator with proven success in remote work settings. CORE SKILLS

• Customer Support & Patient Assistance

• HIPAA Compliance

• Multi Channel Queue Management

• CRM & Helpdesk Tools (Salesforce)

• Microsoft Office Suite (Advanced)

• Documentation & Case Management

• Problem Solving & De escalation

• Remote Work Proficient

• Bilingual Communication (English/Spanish)

PROFESSIONAL EXPERIENCE

Customer Service Representative

Access / MTM Medical Transportation — Los Angeles, CA 2021–2026

• Assisted diverse and vulnerable populations with scheduling, benefits, and service navigation while maintaining strict HIPAA compliance

• Managed high volume calls, emails, voicemails, and follow up queues with accuracy and empathy

• Collaborated with providers, caregivers, and transportation partners to resolve issues quickly

• Documented all interactions thoroughly to ensure continuity of care

• Provided bilingual support to improve accessibility and reduce communication barriers

• Maintained calm, patient communication in emotionally charged or time sensitive situations

Administrative Assistant

Hirsch Pipe & Supply — Carson, CA

2007–2020

• Handled high volume customer inquiries, orders, and documentation with precision

• Managed communication channels including phone, email, and internal systems

• Supported daily operations through accurate data entry, scheduling, and record keeping

• Assisted with online sales, order entry, product availability checks, and customer communication

• Maintained organized digital and paper records to support workflow efficiency

• Prioritized tasks independently in a fast paced environment Data Entry / Receiving Clerk

Paper Mart — Commerce, CA

2000–2005

• Managed incoming calls, faxes, and emails to schedule and confirm truck appointments

• Oversaw data entry and maintained accurate inventory control for inbound/outbound shipments

• Trained new personnel and verified inventory labeling accuracy using the ISO Labeling System

• Performed general office tasks to support warehouse and administrative operations EDUCATION

Some College Coursework Completed

ADDITIONAL INFORMATION

• Remote work ready: reliable equipment, quiet workspace, strong self management

• Flexible availability for evenings, weekends, and rotating shifts

• Strong interpersonal skills with a calm, empathetic communication style References available upon request.

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