Bilingual CSR with Strong Communication Skills

NATALIE R. LORD

*** ****** ***

Auburn, California 95603

Cell: 305-***-****

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

Professional Skills

• Bilingual – Fluent Spanish; English is my first language

• Excellent verbal and written communication skills

• Proficient with Windows Word, Outlook, Excel and Adobe Acrobat, MAC

• Ability to type 50 WPM

• Strong customer service skills with a high level of professional demeanor

• Sharp multi-tasking skills and ability to work independently or with a team

• Extensive professional experience taking dictation with legal and medical terminology

Work Experience

July 17, 2025 - November 20, 2025

Launderer and Manager/Attendant (Part-time Weekends only)

Auburn Thrifty Wash

13404 Lincoln Way

Auburn, CA. 95603

Duties: Receive and weigh customers’ laundry, input into our software including any special instructions as to whether it is same day service or otherwise. I then bin, wash, dry and fluff and fold laundry and hang collared shirts as required. I input this progress in our system and record any complete orders that are picked up as customers arrive. I also handle the POS system indicating payment in cash, credit card, check or that customer will pay upon return for their completed laundry. Also, I provide exemplary customer service to anyone who may need help or have a problem with the machines. I answer the phone as well. At the end of my shift, I have to clean the entire laundromat to include the restroom, the washers, sweep, mop, take all garbage out to our bin and prepare it for the next day and assure the security system is armed.

Past Work Experience (Volunteer only)

March 21, 2022 - December 1, 2024

Alisa Greenhill, LMFT (Practice closing due to Alzheimer’s)

Administrative Assistant

Duties: Responsible for answering calls, scheduling and confirming patient appointments, noting whether by phone or in person through Microsoft Outlook, writing correspondence, filing, keeping her web accounts and their passwords up to date on Excel, depositing checks from Sutter Health for services rendered, opening the mail, making sure that applicable files are destroyed and disposed of according to HIPPA and any other administrative duty requested.

February 6, 2019 - March 11, 2022

FedEx Ground Packaging, Inc.

Package HandlerDuties: I was responsible for unloading and also loading delivery trucks by lifting, carrying and/or pushing boxes of different weights and sizes up to 70 pounds independently, including heavier packages with a team member. Other tasks I was assigned to do was scanning and taping packages for customer quality assurance. I also worked on different projects related to organization of packages according to whatever route was specified on a daily basis and load them into metal cages for the home delivery drivers.

May 2016 - September 7, 201

Sole caregiver to father

Miami, Florida

Duties: Feed, bathe, medicate, monitor his oxygen level and pulse, also schedule and drive him to doctor appointments, assist with all activities of daily living.

March 2016 - May 2016

Global Response, Inc.

Margate, Florida

Remote Bilingual Customer Service Agent

Duties: My various responsibilities were to answer a high volume of inbound telephone call lines of varying types of clients and customer-related issues and take very detailed messages in both English and Spanish by strictly adhering to a script authored by the client company and perform whichever task assigned by same; i.e. make an appointment, transfer a call or even provide the customer with their messages as we have collected throughout any given period. I created an enhanced customer experience through each of my interactions as a result of design thinking methodologies. In addition, every message had to be written in complete sentences and grammatically correct in English regardless of whether the caller/customer spoke in Spanish simultaneously. There were report cards issued every two weeks to keep quality control high in written form as well as verbally. Our customer service skills were also graded as all of our calls were recorded for quality purposes and randomly selected.

March 1, 2014 - July 1, 2015

Jerico Distributing, Inc.

Company Administrator /Distributing Agent

Duties: Handling daily purchase invoices for the company’s route, including various grocery store franchises in the area by uploading inventory on a daily basis, posting for the week; also stocking the shelves at the stores on a daily basis, building displays for promotional sales, and responsible for loading the company truck weekly with up to 150 cases of fresh cookie/cracker inventory. I also had to plan orders and our seasonal sale goals strategically to meet the demands for our stores. I also developed our client relationships with the receiving clerks in our various store locations to ensure the best visibility for our product placement and continuity of service.

April 2013 - December 2013

East Coast Public Adjusters, Inc.

Claims Support Analyst/Legal Assistant

Duties: Answering telephones, taking leads, preparing contracts, handling homeowners insurance claims, scheduling/coordinating preliminary meetings, handling calendars through Outlook, inspections, recorded statements, handling email correspondence, mail, scanning, files, calendar for public adjusters,invoicing, making notations in Access program contemporaneously after speaking to adjusters and desk examiners and/or legal assistants, providing information to insurance carriers, preparing sworn statements in proof of loss, preparing files for pre-suit and sending files to attorneys via drop box, providing information to attorneys’ offices as requested, posting information to Excel spreadsheets, keeping insureds updated on progress of claim, records custodian for production of documents in compliance with subpoenas on claims in litigation.

February 1996 – February 2014 (Part-time the last year)

Maximilian Enterprises, Inc.

Freelance Court Reporter/President

Duties: My duties were self-supervision as a freelance court reporter and sole proprietor of a corporation with utmost customer centric focus while performing the day-to-day duties of attending hearings, medical depositions, examinations under oath, condominium board meetings, and trials of all types in litigation at the county, state, and federal level. This was also in addition to the logistical management of providing my client with their transcripts by courier or email as well as maintaining the custodial discretion of any exhibits. An imperative function of my profession was client development, interaction, and maintenance as I worked directly with attorneys with the necessity of meeting demanding deadlines in conjunction with my responsibilities as an officer of the court and an integral part of the litigation process.

July 1993 – February 1996 (part-time)

Webster Associates, Inc., Fort Lauderdale, Florida

Administrative Assistant to James Webster, Owner of Yacht Brokerage Firm

Duties: My responsibilities and functions were administrative in nature.

January 1990 – July 1992 (Full-time)

Union Title Services, Inc., Coral Gables, FloridaLegal Secretary to Thomas Sherman, Esquire

Duties: Preparing all real estate documents, dealing and maintaining client relationships in person and on the phone on a daily basis, managing all title commitments and obtaining the requirements for real estate transactions, owner’s and mortgagee policies, title searches prior to and during closings with Commonwealth Land Title Insurance.

January 1989 – January 1990

Raul Carreras, Jr., Esquire, P.A., Coral Gables, Florida

Legal Secretary to Raul Carreras, Jr. Esquire

Duties: Answering the telephone, greeting clients, preparing contracts, title searches through Attorney’s Title Insurance Fund, preparing title commitments, obtaining pre-closing requirements based on the commitments, preparing warranty deeds, bills of sale, UCC filings, handling recording of documents, preparing owner’s and mortgagee policies, prepared three-day notices for evictions and complaints for evictions and pleadings for foreclosure part of practice, handled all files, handled his calendar, all correspondence, also handled the portion of his criminal law practice, pleadings and motions included therewith, researched case law under his direction as necessary.

EDUCATION

Atlantic Technical Center, Court Reporting Certification, Coconut Creek, Florida, 1996.

Miami-Dade Community College, Associate’s Degree, Secondary Education, 1992.

Southwest Miami Senior High School, high school diploma, 1987

MILITARY EXPERIENCE

Former Sergeant, United States Army Reserve, JAG Corps, 10 years.Certified Legal Assistant (71D MOS) and Court Reporter (71E MOS), Honorable Discharge (Veteran)

PROFESSIONAL REFERENCES

Ian Morace - 713-***-****

Manager and co-worker at FedEx Ground

Shane Baltieri - 916-***-****

Co-worker at FedEx Ground

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